It's really about the individual

This will probably be my last 'health' related blog, but as always it will incorporate a PR slant. The theme of this post is about individuality and the importance single individuals make, even when we operate in what can be considered automated systems of services.

So I went to the walk-in clinic twice the past couple weeks and went for a physical today (basically three doc visits in 2-3 weeks). Had nausea issues, sinus issues and dizziness. First doc, no real diagnosis, but ran some tests  (although his insights did lead me to some valuable conclusions about potential mold issues associated with allergies). Second doc, interpreted tests, no real diagnosis, sent me for more tests. Third doc, diagnosis and prescription.


Long story short, I had acid reflux. Which shocked me given I never had any heartburn. I always thought feeling bloated after eating was normal - turns out it's not. 

But here's the real kicker... my sinus issues were a result of my acid reflux as well (well probably a combo of AR and allergies). Turns out that when you have acid reflux your throat and sinuses can react to protect themselves from increased acidity levels and you can end up with all kind of problems as a result. Dizziness can also result from acid reflux if left unchecked.

Who in a million years would think all that was connected?

Suffice to say, after popping one pill all my symptoms have improved within hours - not just the major symptoms but minor ones as well. 

Now, the third doc (the life saver), did have access to more info than the first two docs. But to be honest, I don't think that's what made the difference. The third doc (while younger than the other two docs by a good 20 years) had a completely different demeanor in treating his patients. And his thoroughness - especially checking my throat (which the other two didn't) - was what lead to the diagnosis of acid reflux.

Three doctors. Essentially the same set of symptoms. Essentially all with the same training. And yet, it was doc three that seems to have found the major culprit behind the symptoms I was having. Add to this he had excellent bed side manners and seemed to really enjoy what he was doing. 

What this little experience in our health care system has reinforced is that individuals matter. Not all doctors are the same - and I'm sure that holds true for almost any profession whether it be lawyers, police, social workers, bus drivers, etc.

We've spent so much time since the emergence of the industrial era trying to automate processes and attempting to remove the human element as a variable and turn it into a constant, that we often fail to recognize just how much a single individual can make a difference (for both good and bad).

I would hold the same is true for public relations - in fact, perhaps even more so. No two PR professionals will write a news release exactly the same way. No two will answer a reporter's call exactly the same way. No two possess exactly the same experiences or knowledge or creative predispositions.

Perhaps the only area in society that I can think of where we truly value the individual (aside from the entertainment business) is with CEO's. The reason CEO's get paid 400 times what your average worker does is because there is a recognition of the intangible qualities associated with that position - no one knows exactly why one CEO makes the right calls and surrounds themselves with the right people, and why others don't - hence those who have shown a pattern of success get paid for the intangible value associated with their ability to bring about good fortunes.

While I think the goal of removing the human performance variable from various vocations is admirable - after all, it would be nice to get the best service possible regardless of who your bus driver is for instance - I don't think we are even close to achieving it yet (in any vocation to be honest).

As such, I think we should embrace the individual contributions people make. I know that is my new mantra moving forward - after my doctor visit today I emailed the clinic to praise the service I got (something I hadn't done after my previous two visits). I don't know if they are training younger doctors differently, or if the doc I had was an exception, but if all docs were like this guy I don't think anyone would be complaining about our health care system (and we'd be saving tons of money through more efficient processes).

He was efficient, friendly, informative, interacted with me and actually diagnosed the potential problem.

In a world where we've attempted to automate just about everything we tend to find ourselves in a society that only complains. But if we shift our view from processes that don't work to INDIVIDUALS that do work, we can change the world a little bit at a time by simply making it known.

Got good service at a restaurant? Give them a call when you get home and let them know.
Got an employee doing a fantastic job? Take them to lunch and let them know.
Got a bus driver that always gives a smooth ride? Call up the bus company and let them know.

Instead of calling to complain, which is what almost everyone does (myself included), start calling up to identify individuals who excel at what they do and as a result make your day better.

If enough people did this perhaps those individuals who have tapped the vein of excellence would become models for making every aspect of society better.

I still remember hearing the story of a reporter who once told my boss I was the best PR person he had ever delt with. While I don't really believe that to be possible, that was very kind of him to say. That compliment had much more impact on how PR was seen within the organization than any complaint could have had. 

The older I get the more I'm beginning to realize that identifying problems may be less important than identifying excellence - because I think we are often more blind to excellence that is right in front of our faces than we are to the problems. As a society, if we fail to identify the individuals who are making a difference, I think we are essentially turning our backs on the solutions and simply swinging at windmills.

Whether it's in health care or in public relations, I think success is still fundamentally contingent on individual efforts and capabilities - YOU make a huge difference (or at least I hope you do) - and I can only hope that we some day get back to this kind of thinking. While the motto 'There's no 'I' in team' is admirable, if we fail to recognize the importance and value of individuals as a result then we fail to embrace the resources that are ultimately behind successful enterprises.

For PR folks out there, embrace this concept because it will spur you to be better and to constantly improve so that you are the best communicator you can be. Don't just become another cog in the machine, because that's the last thing the world needs, in any profession.