Provide at least two detailed responses to other students' posts about their empowerment experience. When responding to other posts, compare and contrast your empowerment experiences. Also, respectfully comment on how your fellow students' views about quality have changed. Which did you experience, too? Which surprised you? Explain.

1) At my last clinic, when COVID set in we had to scramble to make some major adjustments including no longer doing appointments in person. We were having to make these types of adjustments practically daily as we found a way through the pandemic. During that time, I was a shift lead for the front office or Clients Service Representatives (CSRs). As we were figuring out how to process appointments and shift to doing ost of our data and payment collections over the phone, my department lead empowered me to find a payment solution that would help us to streamline the process and potentially get CSRs off the phone to open phone lines for emergency calls. I found an online payments system called SwipeSimple that allowed us to take payments over the phone or send clients a link that they could then process their own payments (SwipeSimple. Easy-to-use Payment Solutions for Small Businesses., n.d.). It even allowed the nurses to take payments eliminating the need to transfer the client to the CSRs to collect the payment.After a quick meeting with my lead and the director of operations, we decided to give it a 30-day trial run and see how it went. My lead asked me to create the SOP to share with the entire hospital so everyone could be on the same page and understand the new program we were using, how to use it, and made me the point person should anyone need additional training or have questions.

By asking me to not only find a way to streamline payments and create the SOP, but my lead also empowered me to pushback against anyone who was not willing to try the new system. My lead and the director of opreations made it abundantly clear to the entire hospital that I oversaw the new process and would not accept anyone refusing to use the system. The only word I can use to say how I felt during this process was empowered. I genuinely wanted to make the process easier for all involved, so I did not feel like I had power per say, just the opportunity to help and teach people some new things.

My lead and the director of operations created an incredibly supportive environment, especially when they verbalized to everyone that they would not accept no as an answer to this new system. They knew there would be push back, particularly from some of the nurses who felt this was not their job, so they targeting these nay-sayers by again making it known that I would be teaching everyone the new system and it was not all right to say no to it. This also put the vehicles into place to make sure I succeed by setting clear expectations with the entire hospital. After 30 days, we met again to review feedback from other employees and make any needed adjustments.

2) In my professional life, I have never worked for a company that empowers their employees more than my current employer. The employees of my company experience empowerment by having the ability to choose a schedule that fits with personal needs. This means that time management is left up to oneself. The company also promotes a somewhat open dress code when in the office. This obviously has its limitations, but people are free to be their individual selves and express that through their clothing and what makes them most comfortable, leading to a more productive day. Another way that I feel my company provides empowerment to employees is by offering training and leadership courses. Investing in the growth and development of employees is a win for both the company and the individual. It shows that there is opportunity for further achievements.

So far in my 9 months of work at the company, I have experienced a supportive environment where anyone is free to speak their thoughts and ask questions. If I have an idea for process improvement, my voice is heard and this idea is considered. I have also noticed that they invite feedback when doing reviews and team building activities. This feedback may lead them to make changes they would not have otherwise considered.

In this course, I have learned that quality does not always mean the quality of a product or the service, but also the quality of the processes and cultures in an organization. Quality can be applied to much more than I originally thought and this course has helped to expand my knowledge.