Table 1

Professional quotes on navigating emotions in the RMoC implementation experience

Navigating emotions
Shared languageFinding common language
P1: Made a more conscious effort of looking at how we were providing our services and just being more effective and more client-centred.
P2: It just brought a different language to it.’ (Focus Group 4 Participant)
P5: I think it’s a bit of a change from before because we’re really skilled with our assessments, what we know that way, but now we’re helping them, like they’re the drivers of it. …
P2: I think that before, we would sometimes have our agenda and not. And I think it really helped us to pull their desires, what they want to accomplish.’ (Focus Group 3 Participant)
And that’s the thing right, you definitely have to leave your territory. Like walk out of your territory into neutral territory, and then just accept it from there.’ (Focus Group 9 Participant)
It wasn’t a huge part of the day, but I think just the frustration of they sent it to somebody and they were like ‘oh no that’s not that’ or ‘no we need the postal code on that now’ or ‘it’s supposed to go here.’ [sic] … But we know we sent 45 [in), how come you only have 11?’ (Focus Group 4 Participant)
P5: It’s a huge change. So, the level of anxiety on everyone is quite high, including myself. And January was probably a pinnacle of whatever can happen, can happen: from clients not knowing where to go, to computer failure…
P1: We lost our admin staff.
P5:… So there was a lot of flipping around which can cause so much anxiety and a lot of confusion.’ (Focus Group 3 Participants)
I think it was just kind of mind-blowing at first. We didn’t really realize what it was and we went there [to the Learning Session] and it was like ‘wow this is what we’re doing and how do we put this all together.’ So, it was a lot of information all at once, but inspiring to be able to take that back and to work on it within our small team.’ (Interview 2 Participant)
Approach to failuresWhen candid
One thing for the teams that are starting out being able to continue to look at it and re-evaluate things and not being afraid of changing and failure trying things out and just keep just keep trying.’ (Focus Group 10 Participant)
Fail fast, fail forward
P5: Yeah and I think that like from a lead perspective, we wanted to make a change, but we didn’t hesitate to review and say ‘well that didn’t work, lets do something else.’ And not be stuck on something.
P1: As (the Special Practice Consultant) says, fail fast, fail forward, we did that really well, we really did.’ (Focus Group 3 Participant)
Fear of changing plan
Another team, they really felt like they had to do one of the service options, which is a component of the Model of Care. And they just got it in their head and it didn’t seem to matter how I tried to maneuver around [that] ‘you have other options we can explore, other things here’, they just had it in their head. And I never was able to really move them from that initial thing that they thought they had to do. They had a lot of learnings, but I think their experience could have been different if I’d been able to move that stereotype that they held onto for so long.’ (Focus Group 11 Participant)
  • RMoC, Rehabilitation Model of Care.