Howell, MI

Sunday, January 04, 2009

Do you want to retain a great doctor who is labeled as disruptive? If you answered yes, you are like many leaders in the health care field. You know it is far more cost effective to retain, rather than recruit and re-train. Hospital leaders recognize their key to success is in how they think about physicians with disruptive behaviors. Below are 5 key ideas that guide them to success.

First, smart leaders recognize physicians are the most valuable resource in health care institutions. The US is experiencing a physician shortage, and predictions are that it will only grow. Yes, a great doctor who has been around for awhile may not be as sexy as the new Da Vinci equipment, however great doctors are far more effective both in terms of cost and human interaction.

Second, smart leaders see the physician as a customer to be satisfied as well. Press-Ganey's 2007 report on Physician Satisfaction cited the number one dissatisfaction among doctors is - hospitals are not being responsive to physicians' needs.

Third, smart leaders dig deeper. Instead of a "cup of coffee talk," how about a "cup of coffee listen". Listening is the great relationship builder, and how well spent is an hour of listening from a hospital administrator under non-adverse conditions. Your ROI on an hour of good listening can save more than you can imagine in not only dollars, but in human suffering.

Fourth, smart leaders take a "First do no harm" oath towards physicians. Just as a principled surgeon would not perform unnecessary surgery just to increase his patient satisfaction; don't perform unnecessary removal of a physician, just to increase someone's satisfaction.

Fifth, smart leaders realize that very few physicians are truly disruptive, they are disrupted. In my years of experience of coaching physicians, a very small percent are actually arrogant. (Yes, many are self-assured and have a sense of command.) An abusive physician is extremely rare. (Assaults should be reported to legal authorities and are not to be tolerated by anyone in any profession!) I have had, however, many physician clients who are disrupted. It is more complex than just one person acting out; this issue warrants thinking systemically.

Practicing medicine is an honorable calling, and many who practice are highly principled; and yes, some are not. The quality of our health care system partially rests in the smart thinking and actions of our hospital leadership.

Sara Miller

Principal

True North Coaching

Howell, MI

517 292 1261

5175457391

First Url: The Doctor's Coach Web Blog