The Drift Nightmare
Recently, I have become enamored with Kitchen Nightmares. For those that don't know, it is a show that ran in the early 2000s (2007-2014) where the renowned Chef Gordon Ramsay is invited by restaurant owners to attempt to save their business. Many of these businesses are on the brink of closing. I am about halfway through the second season and can't help but notice some common themes. Some of the restaurants are struggling with a menu that is too large, causing food quality issues. Some are struggling with food quality due to problems with the Chef. Some are struggling with décor issues or other personnel issues. However, regardless of what issues are brought to light that are causing the restaurant to struggle, it all comes down to one word: leadership. The issues are a reflection of poor (or absent) leadership. Throughout the episode, we are shown the numerous changes Gordon makes, including new menus, new décor, and sometimes a new chef. Inevitably, despite the ups and downs, every episode ends with the restaurant seeming to have turned a corner and is on the path to success.
Most of the time, the episode endings aren't enough for me. I need more! Is the restaurant still open, how are they doing, did they keep the changes…all questions that must be answered! After each episode, I do some quick Google research and get these questions answered. Save for a very few, nearly every restaurant that aired on Kitchen Nightmares is closed today. Why? These restaurants were mentored by one of the top Chefs in the world and given almost unbelievable transformations to their décor and menu. Many of the restaurants had plates, silverware, and other essentials donated, sometimes as much as $10,000.
Yet, notwithstanding all this, they still closed. Why? Despite all those changes that were made, one thing that didn't change; the leadership. The leadership of the restaurant stayed the same. And that is ultimately the problem that didn’t get fixed. Many of the restaurants told stories of how the owner and/or Chef went back to their old ways a few months after filming. It is a testimony that you can have a beautiful building and great food, but if the culture isn't right and the leadership isn't there, you won't succeed. When these leaders went back to their old ways, it is a principle known as drift. I'm sure the leaders' change from the overwhelming success Gordon set them up for didn't occur overnight. It was a slow, moment by moment, day by day, shift by shift drift back to their old bad habits.
I was reminded how we see this drift in healthcare as well and I reflected on how that drift has such a negative impact on those we care for. For example, a great process is put in place, a proven best practice, and everyone is on board. We start out of the gate great! Everyone is participating, there is little variation and it seems like we are on the path to success. However, slowly, if accountability isn't there or the process isn't fully engrained in the culture, drift happens, and the process erodes. It erodes moment by moment, day by day, shift by shift. Similar to how the restaurant issues on Kitchen Nightmares come down to one word, leadership…the same is true in healthcare. Now is a great time to check your drift and the drift of your team. Where are you experiencing drift, and how is that impacting patients and caregivers? As a leader, you must be aware of drift and keep it from happening! When drift occurs, it is terrifying, it should be a Nightmare because of the impact it has on those we serve. Don’t let the nightmare continue…check your drift!
