Pros
Pediatric Home Service has an incredible mission, vision, and values statement. The mission is lived out throughout the organization. The population the organization serves is humbling (complex pediatrics). I have never seen a level of customer service like PHS provides to their customers; it is unrivaled. The marketing team does tremendous work as does its government relations and patient advocacy.
Cons
As much love and customer service is poured out to our patients and their families, this same love and support needs to be given to its employees. Staff are burned out and stressed and need more resources, education, training, and support that what the organization has the capacity to give. The culture of the organization is shifting from "old PHS" to "new PHS" on top of a society struggling with an unending pandemic, inflation, and supply chain struggles. Staff need help with culture, morale, negativity by leadership support through transparency, trust, clear direction, autonomy, and performance guidelines, metrics, and goals.