“Staff Attitude?! Whatever!”

Staff attitudes and behaviors most definitely have a direct impact on the attitudes and behaviors of our patients. In fact, studies showing over and over again that their attitude alone can play a major role in patient satisfaction, and that’s got to make you wonder just how adversely a patient is affected when exposed to a staff person who rarely smiles or one who thinks that an irritating, nail-scraping-chalkboard “whatever” response is ever appropriate! I’m sure that any malpractice insurance company would agree that an employee’s confrontational attitude is enough of a reason to turn a patient’s unanticipated surgical scar or unexpected (surprise) bill into a full-blown malpractice lawsuit; whereas, a more attentive (caring) attitude can actually help to smooth things over and prevent one from happening. 

While staff cannot be expected to carry the ball alone through these types of conflict, everyone must stop and realize that (just like the doctor), their individual attention and handling of each patient is impressionable and even pivotal in “what might happen next.” In short, the attitude of your staff can make or break your practice.  

Make no mistake. The attitude of the practice starts at the top…with the doctor. And you’ve heard this before…it’s not the doctor’s job to make staff happy, only to provide an environment that allows them to be happy. So, if ongoing quality patient relations and providing exceptional customer service are important to you; and taking measures to improve the overall attitude of your practice is something you want to seriously take hold of, here some suggestions to get you started:

1. Be very particular when hiring staff and trust your gut-instincts. If they project a warm, caring personality during the interview, most likely they will carry that through to your patients. If you see them as unfriendly, non-caring and inattentive, so, too, will your patients. Thinking that you will “just hire them temporarily” (in a pinch) until someone better comes along…or expect that their attitude will approve in time is risky. Could be their “temporary” employment can cause some long-term damage.

2. Once developed, do not take your employer/employee relationship for granted. Whether your staff is there for 30 days or 30 years, it should always be one that is built on mutual respect…with plenty of open communication, including making the time to listen or hear them out.

3. Encourage them to achieve a greater knowledge of their work and profession – through certification, association membership, educational and motivational seminars, in-house training, webinars, etc.  Don’t underestimate staffs’ personal and professional growth. It is an important piece of feeling good about themselves, which in turn motivates self-esteem, job satisfaction and a positive job attitude. Stagnancy does the complete opposite.

4. Schedule regular employee evaluations to ensure that everyone’s needs and expectations are being met. Evaluations are needed to help staff improve and move the practice forward. Sadly, too many staff complain that they never get evaluated. Their gripe? “I just want to know how I’m doing and if I need to improve in any area.” Step up to the plate and do evaluations for your staff. Do them for the practice. 

5. Openly and honestly discuss their salary and/or benefits on a regular basis. I suggest doing this during their annual evaluation. Make sure increases are based on a variety of qualifying factors (including job performance); not just longevity. If anyone would like to receive a copy of our Compensation and Benefits Statement to help employees understand their full compensation package…please email me at lynn@soshms.com. 

6. Help build their self-worth through consistent doses of praise for jobs that are “well done!” Verbal appreciation (a simple “thank you”) is as good for the soul as it is music to their ears and can surely increase the quality of an individual’s work performance.

7. Everyone makes mistakes. Point theirs out in private; NOT public and remember that mistakes are also opportunities to learn and improve. Especially do not ridicule, admonish or embarrass them in front of your patients or their co-workers. Take into consideration that these insensitive (sometimes impulsive) actions not only point out their weaknesses to uninvolved observers, but it makes you look like a bully employer.

8. Make an all-out effort to include staff as part of your practice “team” with the understanding that what benefits the whole of the office ultimately benefits them individually. Listen and be open to their ideas. Doing so not only makes them feel valuable, but their ideas may actually enhance practice growth and success.

9. Help them brush up on their communication (and attitudinal) skills when dealing with different types of personalities by insisting they attend seminars focusing on this very important aspect of their job. You might even consider going with them, for it truly is a financial investment that benefits everyone and pays back every single day…ten times over!