Recurring problems sometimes points to a need for a change in the system.
Here's a small example: I have a set of patient education handouts I give to parents at the time of well visits. My receptionist was responsible for giving them to the parents when the child was waiting to see me. She would occasionally forget and several times I reminded her--to no avail. So I changed the system and had her attach the handout to the encounter form so I would see it and give it to the parent. Somehow, knowing that the forms were going to me, my receptionist is much better about getting this simple task done. Problem solved.
A disciplinary problem is transformed into a systems problem with better results and no hard feelings.
