“I wish moments like this didn't seem so noteworthy. I wish focusing on safety and thanking people for speaking up was the norm in hospitals around the world.”
— my comment on LinkedIn
That was my response to a short but powerful story shared by a nurse recently on LinkedIn. Here's what they wrote:
“A moment in the OR this week: I caught a small break in sterility, spoke up, and apologized. The surgeon immediately said, ‘Don't be sorry, you're being safe.'
That's the kind of leadership that makes it easier for everyone to speak up. It's not about blame, it's about keeping patients safe.
Simple, but it changes the whole tone of a room.”
There's a lot packed into that brief story. And for those of us who care deeply about culture, leadership, and patient safety, it's worth unpacking.
What Happens After Someone Speaks Up?
In healthcare, speaking up isn't just an interpersonal act — it's an act of prevention, protection, and courage.
The real question for leaders is: how do we respond when someone speaks up?
In this case, the surgeon's response wasn't just non-defensive — it was encouraging:
“You're being safe.”
That moment didn't just preserve sterility. It preserved trust. It signaled to everyone in the room that speaking up is not only allowed — it's appreciated. The surgeon rewarded the nurse for speaking up instead of punishing her. That builds psychological safety.
That's leadership. And that's culture.
Culture Is Built in Moments
In my book The Mistakes That Make Us: Cultivating a Culture of Learning and Innovation, I emphasize that psychological safety is the foundation for learning — especially when mistakes or risks are involved. When people feel safe to speak up without fear of embarrassment or retaliation, we create the conditions for both safety and continuous improvement.
But that culture isn't formed through policies or slogans. It's shaped in real-time moments like this — when a surgeon could have been dismissive but chose to be supportive.
And it's worth repeating: this shouldn't feel remarkable. It should be routine.
A Lean Perspective on Respect and Safety
In Lean Hospitals, I wrote about “Respect for People” as a core pillar of Lean. That respect isn't just about being polite. It means creating systems and cultures where:
- People are encouraged to speak up,
- Mistakes are seen as learning opportunities, and
- Safety is a shared responsibility.
Lean thinking teaches us that every voice matters. And in healthcare, that's not just philosophical — it's life-saving.
We can have all the protocols and checklists in the world, but if team members feel intimidated, silenced, or ignored, none of it matters. Psychological safety isn't a bonus — it's a prerequisite. Or it should be.
Let's Make This the Norm
The reason this nurse's story struck a chord with so many is because we've all seen the opposite happen:
- A team member speaks up and is dismissed.
- A mistake is noticed but never mentioned.
- A preventable harm occurs — and everyone wonders why no one said anything.
When leaders model humility and gratitude — as that surgeon did — they flip the script. They make it more likely that the next concern will be voiced… and the one after that.
And that's how cultures change. One moment at a time.
Closing Thought
If you're a leader in healthcare — or in any high-risk, high-stakes field — consider this:
What would someone on your team hear from you if they caught a mistake and said, “I'm sorry”?
Would you say, “Thanks for catching that”?
Would you say, “You're being safe”?
Or would your tone accidentally send a different message?
We can't be perfect. But we can be better, every day. That starts by creating space where people feel safe to speak up — and by thanking them when they do.
Let's make that the norm.
What Say You?
Have you seen moments like this in your organization — or wish you had?
I'd love to hear your thoughts: How do leaders in your workplace respond when someone speaks up about safety?
Please scroll down (or click) to post a comment. Connect with me on LinkedIn.
Let’s build a culture of continuous improvement and psychological safety—together. If you're a leader aiming for lasting change (not just more projects), I help organizations:
- Engage people at all levels in sustainable improvement
- Shift from fear of mistakes to learning from them
- Apply Lean thinking in practical, people-centered ways
Interested in coaching or a keynote talk? Let’s talk.
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