We can get so caught up in just doing our job that we stop noticing opportunities to make things better for our patients, our coworkers—even ourselves.
Maybe there is something right under our nose that could be improved. Maybe it’s been that way for a long time, so it doesn’t really register. Or if it does, we might think, It’s just how we do things here. Or we assume it’s somebody else’s job.
Sometimes it takes only a small change to make a big difference…but for that to happen, someone needs to notice.
That’s the underlying premise of Rewiring Excellence. It reminds us to regularly ask ourselves: Is there a better way? We need to train ourselves to be world-class noticers—paying attention to what’s working, what’s not, and where small changes can make a big difference.
Actually, we already do this in healthcare with patients. We watch how people respond, listen to their comments, observe what feels easy and what causes strain. We pay attention to body language, tone, and moments of discomfort. Why not apply this instinct to our surroundings, our leadership behaviors, and the processes we use every day?
Here’s an example of a (relatively) small “fix” that made a difference. Recently, I visited a hospital built on a steep hill. When I arrived one morning, I saw an elderly woman clinging to a lightpost as if it were a life raft. Breathless, she told me, “There is nothing to hold on to!” I offered to get a wheelchair (she declined), then offered my arm and walked with her to the entrance. The security guard thanked me and mentioned that many visitors arrived “tuckered out” from the climb.
The very next morning, the same thing happened—with a different person.
During a meeting with the executive team, I shared the simple observation that a handrail could make a meaningful difference for visitors struggling with the hill. When I returned the following month, a beautiful new handrail had already been installed. This is a team deeply committed to creating the best possible experience for patients, staff, visitors, and their community. They acted immediately and thanked me for noticing something they hadn’t seen.
Never underestimate the power of noticing—even the smallest observation can lead to meaningful change. Don’t assume someone else is handling it. Rewiring is everyone’s job.
Once you start doing this, it’s hard to stop. You’ll create momentum and inspire others to do the same. World-class noticers, working together, are a powerful force in making healthcare better.
