should be seen as the exception, not the rule — in the eyes of your
teams and your customers. They are opportunities from which to
learn.
So, if you feel like your department is locked in a culture of fail-
ure, don't lose hope. Don't believe that you cannot change and
improve. You may have surgeon-customers who expect sloppiness
from your team, but that is your opportunity to surprise them with
excellence. Own the failures, engage your team and advertise your
improvements.
OSM
Mr. Balch (weston.balch@uhs-sa.com) is the system director of sterile pro-
cessing for University Health System in San Antonio, Texas, and co-host of
the "Beyond Clean" industry podcast.
D E C E M B E R 2 0 1 7 • O U T PA T I E N TS U R G E R Y. N E T • 3 3
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