Value Learning Outcomes, Not Just the Great Effort

A happy-go-lucky nurse won the hearts of her patients by bringing them flowers grown in her garden and cookies baked in her oven. They raved to managers about her sunny disposition and special generosity. She was the recipient of a special recognition at the annual awards banquet to the sharp displeasure of her coworkers. While all acknowledged her special way with patients, they were quick to point out her sloppy paperwork, inconsistent hand washing, and unwillingness to pull her weight on tasks they all shared. All those poor practices adversely impacted the healthcare outcome but were out of sight of her adoring fans. Effective affirmation practices require performance on “the basics” to be at least at expected levels. We all enjoy friendly flight attendants, but the plane must still land in the right city!