Creating a Team Built on Trust and Transparency

By Meredith Foxx, MSN, MBA, APRN, NEA-BC, PCNS-BC, PPCNP-BC, CPON

Senior Vice President, Chief Nursing Officer, Cleveland Clinic

Simon Sinek, a well-known author and inspirational speaker said, “A team is not a group of people who work together. It’s a group of people who trust each other.”

The practice of medicine and the business of healthcare demands trust in all we do. Patients put their trust in us as their care team. Families trust us with their loved ones. In healthcare, trust means believing in yourself, your colleagues and the shared goal of providing the best care for your patients.

Working toward common goals

When I visit Cleveland Clinic patient care areas and ask our caregivers what they're most proud of, the number one answer is always the team. Our nurses take pride in working together to deliver high-quality care. I truly believe everyone comes to work with the desire to do their best, and it's our job to support one another so we can achieve that together. When we trust each other and help each other grow, everyone benefits.

A key part of fostering a team culture is creating an environment in which leaders and colleagues actively listen, ask questions and speak up. Speaking up for safety is crucial, but so is listening when someone else speaks up. As caregivers, active listening fosters a trusting, safe environment, but it is how we respond by listening that encourages our teams to speak up again.

When I began my career in nursing, I was eager to innovate, but I sometimes felt discouraged when I shared my ideas. As I advanced, I promised myself that I would stay open to others' suggestions, even if they were ideas we’d tried before. This openness to collaboration and innovation is a key element of a strong team culture. While sometimes uncomfortable, our ability to challenge our preconceived notions enables growth to occur.

Learning from experience

Throughout my career, I’ve collected ways to foster a team culture. Here are a few:

Align with the core values of your organization. Make sure your actions reflect the values that guide healthcare, including integrity and empathy.

Communicate effectively. Remember that it can take several repetitions for a message to sink in. Be patient and mindful in how you communicate, including the nonverbal cues you provide.

Mentor others. Be a person your teammates can turn to for support and guidance. I want my team members who come in and see me to know they will have a good day.

Be supportive. Offer encouragement, share knowledge and be there for one another. This includes providing support to those who are struggling.

Use appreciative inquiry. Focus on what’s working and build on those strengths.

A wise mentor once told me, “Feedback is a gift.” Be open to feedback and use it to improve yourself, patient care and the team.