Recently I had the opportunity to speak to the mother of an infant hospitalized with respiratory illness in a hospital in another state. She was the daughter of a friend of a relative but it was a joy to speak to her, talk through some of her concerns and reassure her that from what she was telling me, she was in good hands. (Her baby did well!)
In the course of the conversation, I remembered that I knew a senior physician at the hospital and I send him a quick text. By the time I caught up with him a little while later, he had already been to the patient’s room. He missed the baby’s mother but left his card with his cell-phone number in case she needed anything.
His generous gesture reminded me of the “Bat-Phone” we instituted when I was a hospital CEO (Commander) a decade or so ago. I am relatively sure that I stole the idea from Quint Studer or another of the quality and patient experience gurus to whom we owe so much of the great things we were able to do at that facility while we were shaping a “Culture of Excellence.” We shared the Bat-Phone cell phone number with all of our staff, our hospitalized and ambulatory patients – probably thousands of people. I carried the phone with me every day. It was a visible symbol of our efforts to be accessible to our staff and patients. In addition to the phone number, we also had a link on our public and internal websites where people could reach out to the CEO by email directly.
It was a little frightening at first and the other executives were not too enthusiastic about carrying the phone when I was out of town. Over time, the most remarkable thing I learned was how infrequently anyone actually called; patient or staff member. The times the phone rang, it was generally something I needed to hear about. But the episodes were few. I wonder whether knowing that the number was available also affected others of our staff and influenced their accessibility. As an example, I can say that our Chief of Surgery insisted that every surgeon make a cell phone number available to patients in the immediate post-operative period, (a practice might have spared me from being a 30-day readmission after my own surgery a few years earlier!)
One of the best leaders I have served with over the years, BG (Dr.) Mark Thompson once said something that I added to my quote collection. “Leaders don’t need to be perfect. They need to be present and positive.” In our electronic age and with increasing size and complexity of our institutions, I suspect that the phone number and email access accentuates the leader’s presence. I introduced myself to a staff member at an outlying clinic once and she said, “Oh, I know you!” I read your emails!” Listening, answering and encouraging is the way to accomplish the “positive.”
With the first email to our staff of the Baltimore Convention Center COVID Field Hospital (BCCFH) in April 2020, and with every message we have sent to members of our current BCCFH COVID Task Force, my colleagues and I have provided our cell phone numbers. I cannot recall a single call from a staff member. However, they have all felt comfortable approaching us in any setting.
Perhaps the decade-old Bat-Phone idea and current access to the leaders’ cell number and email are additional ways we can tell our people and our patients: “We are present. We are here.”
Chuck Callahan Henry V 4.3 – Lead from the Front https://henryv43.com/
Henry V 4.3 
Sir –
You were doing this long before you were a commander, so it was probably well before Studer entered into our federal arena. I remember being a young psychiatry staff at Walter Reed (the “real” Walter Reed in DC) and you were the DCCS there. I had a patient whom I was consulted on because he was very angry about the care he had been receiving. You were doing your hospital rounds and came into the room as I was about the begin. You did not know about the consult, this was just a typical thing you did. He launched into his complaint after you had the “How are things going” introduction.
After hearing him out, you instantly (and I mean without hesitation or even a second thought) gave him your number and told him to call it if things did not get better. The positive result was transformative for the patient – he was visibly calmer and more willing to engage in care (which is what I was there to help with).
This stays with me as one of the most amazing leadership things I have ever seen. As an introvert, I am absolutely terrified of the phone and random calls like this might generate. This, though, was doing exactly what a DCCS is supposed to do. I knew that if I were ever to become a DCCS, I would absolutely have to do this myself. [NB: I didn’t; my introversion and fears continued to tower over me and my career]
To any reading this post and this comment – this is truly an essential practice for any provider out there. I personally try the tact of “call me for anything; no question is ever too small” but I will say that anyone in higher leadership needs this “BatPhone” idea and be willing to pick up when it rings, as any hero would.
Dr. Callahan – I wish that I would have had you as a mentor in my mid-cycle military career. Your ability to see leadership opportunities through adversity was always astounding.
Dr. Lange I am truly humbled by this thoughtful comment and a beautiful memory of a time caring for warriors and their families. What an honor it was and how thankful I am for the host of leader opportunities and lessons those years of service provided. Mentoring is a lifelong privilege and I am always available to touch base! Best to you as you continue to lead!
Hey Chuck! What a timely blog for me! I am giving a Grand Rounds at BAMC in 2 weeks on “Leadership’s Role in Diversity, Equity, Inclusion and Accessibility” and your example of Accessibility to leadership is perfect. Thanks as always for making a difference. I will of course credit you,
Hutch
JW
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Thanks Hutch and I appreciate your continued mentorship of me and all of us who are slowly stirring from a several-century slumber. Keep after the work!
Funny you should post this now—just last week my wonderful MA had a “chat” with me about my business card. It has my cell number on it and she wasn’t too happy about that!! She told me she was ordering me new ones without my celll number listed.
I told her I was just fine with what I had—and I can’t think of a single time in the last 20 yrs it has been used inappropriately.
Thanks Becket. I agree with your comment and also can’t recall it being abused. General Powell reminded us to never take the counsel of our fears. Thanks for your comment!