MTSO: A high or even perfect QA score is not - positive reinforcement. Posted: Sep 24th, 2016 - 7:00 am
I get them routinely: 247 lines, one minor error. 68 lines, no errors (with the robotext "good job" in the comment field)...etc.
So what's missing?
What's missing is any recognition of the extra pains and effort that people put in (at a line cost to themselves) to deal with the world's crappiest ESL dictators...or to find some obscure new cancer study in order to verify the odd names they're given...or to look up the patient's admission H&P to clarify an ambiguity in their discharge summary (were they hypo- or hyperkalemic on admission?), rather than simply leaving blanks or making avoidable errors.
A perfect QA score says only one thing: You didn't make any mistakes. That is NOT positive reinforcement. If you get a nearly perfect QA score, it says "You missed it by that much..." - the Maxwell Smart philosophy of management.
You're only "doing what you're expected to do."
...and why does positive reinforcement matter? Well, it doesn't - to MTSO owners and managers who don't have a clue about the science of human performance management or performance improvement.
Sadly, I've come to realize that this ignorant group includes almost ALL MTSO owners and managers, who only know how to manage from the perspective of what someone failed to do.
The stick they know...the carrot is a mystery to them.
The feedback loop in the transcription industry is utterly impoverished, and I think that the reason actually goes beyond managerial ignorance. A positive feedback loop costs something because it means that you have to have a process that captures performance metrics beyond the mindless QA scoring. Employee effort can't seen nearly as easily as employee errors!
Great companies with savvy executives know how to recognize great employees. Crappy companies with ignorant and indifferent executives, with which the transcription industry is unfortunately littered, do not. Ignorant management - on many fronts - is why so many MTSOs have such a tough time managing their employees. They don't know how to hire, they don't know how to measure, they don't know how to manage, they don't know how to incentivize, and they don't know how to lead.
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