Mindfulness for Outcomes: Listening

“If we are unaware of our present actions, we are condemned to repeating the mistakes of the past and can never succeed in attaining our dreams for the future. But if we can develop the ability to be aware of the present moment, we can use the past as a guide for ordering our actions in the future, so that we may attain our goal..." - . N. Goenka, quoted in Everyday Mind, Jean Smith, 1997

Professional review of the quality, appropriateness and utilization of the services your provide is listening to how your organization functions in terms of patient care. The image that comes to mind is taking a pulse. When all is going well, the beat is regular and appropriate the level of activity. When the heart not functioning well, this beat is a signal that changes are needed. Taking this pulse might involve a review of your charting process, including assessments, service goals and objectives, actual services received and progress toward meeting treatment goals. When completed regularly, the results of your listening ensures continuing health in providing services.

Measuring program effectiveness is another way of listening. We set forth or intent to be mindful in our planning. Our mission statement may state goals such as improving community health or quality services. Listening carries out our intention by answering the question: “Are we doing what we say we are doing?” Key to this process is defining what expectations exist for persons we serve. These expectations might include quality of life, symptomatology, functional status and health status. More specific expectations might include maintenance of abstinence, reintegration into the community, reduction of incidence of relapse, decrease in negative involvement with the criminal justice system, improvement of physical health, improvement of ability to function, and movement to another level of care. Listening in this domain should happen over a period of time, so we provide for methods of measuring at the beginning of our services, some meaningful time after services begin, and after services have ended. Our non-judgmental methods then allow us to look the differences.

“Are we providing services as efficiently as possible?” is answered by listening to program efficiency. Efficiency includes access, use, appropriateness and cost of services. Measuring efficiency might include the answers as to how well the telephones being answered, are services provided based on individual client treatment plan goals and are clients goals being assessed to ensure adequate progress.

Finally, our listening should also include customer satisfaction. This helps us answer the question: “How well are we doing in meeting the expectations of those we serve.” Satisfaction is not a measurement of popularity, but an important indicator of client perception about their experiences at your agency. Indicators of satisfaction might include ease of making financial arrangements, respect of staff, being included in treatment planning and clear explanation of discharge instructions.

Mindfulness practice can present us with many opportunities to gain new awareness of our business, those we serve, our staff and our community. With awareness comes wisdom and appreciation. With wisdom and insight comes personal and organizational wellness.  Continual wellness results from practices that are both continuous and disciplined. I wish you well on this journey.