(e)Merging Practice Growth Trends:
Golden vs. Platinum: Which Do Your Employees Give Patients?
Have you ever had that "a-ha" moment when you come across an
old document? Those "oldies, but
goodies" that you've forgotten about years ago...?
That is the feeling I had when running into a post online I'd previously seen. While originally posted years ago, the ideas
presented still remain steadfast and educational.
As all practice managers know, there are a handful of
"Golden Rules" every healthcare organization must strive to exude. There are vital rules healthcare employees must
live by. Such as, "Give every patient
your total attention"; "Be a team player"; and "Contribute to making your
practice a good place to work." Without
staff members adhering to these general principles, employee satisfaction and
thus patient experience declines. When
traveling the country training staff members at a variety of healthcare
organizations, I express the importance of not only practicing the "Golden
Rule", but striving higher to demonstrate the "Platinum Rule". This consists of not only treating others the
way you would want to be treated, but
rather treating others the way they
would like to be treated.
We've all heard it time and time again... "Be a team
player." When working towards a greater
goal, everyone must act as a cohesive system.
Patient satisfaction and superior patient experiences cannot happen with
only one member of the team.
Collectively, through supporting each other, consistent success can be
achieved. What does a team player
within a healthcare organization look like?
It could be stepping in to handle a patient when a co-worker is running
behind, entering information into health records to conserve time, supporting others in personal times of need and simply working your hardest to show
commitment to the organization.
The tone of a practice's environment is not set and sustained
by one person. While management may
enhance or downgrade the spirit of the office, everyone contributes. As a whole, employees must act collectively
to make the organization a great place to work.
Negative attitudes are not easily masked. The patients you see and the employees you
work alongside feel the effects of your mindset. Staying true to these timeless ideals, or
"Golden Rules", can create a positive work environment and thus, a more
desirable organization as a whole.
While the month of March seemed to speed by, we did get to partake in several memorable events! First was the noteworthy discussion on the power of physician involvement in social media with participants at the annual MGMA Virigina conference. Many of them realized social media was not just simply for promotion, but for engagement of patients and sharing knowledge and resources; they were anxious to hear ways to get thier physicians more involved in the online conversations.
Also, working with staff at a clients office in dealing with the different communication styles and applying DISC principles in their daily interaction with patients. The understanding that we all communicate differently, and no one way of communication is right or wrong, was helpful to the staff as they look to provide personal health experiences and apply the SCORE principles.
Put it into Practice!
What does it take to create a great organization to work for? Is it the pay, the perks or the overall corporate attitude? After browsing through a list of the "Best Places to Work in Healthcare: 2011; here are a few of the reasons employees say these organizations rank at the top...!
Dress code- free company t-shirts to wear to work
Open communication/Open door policy with management
Benefits- generous PTO policy, gym, and mother's room
Early Out Incentives for Fridays
Ping pong and billiards in breakroom
Quarterly meetings held in Las Vegas
Leadership truly cares about opinions
Annual employee team building retreat
Individual skills and talents are celebrated by managers
What are you doing to go above and beyond to make your organization a great place to work?
How does your Practice Measure Up?
With our exhaustive 130 point mystery
shopping review, you'll know the answer. Give us a call or
email Jamie today to discuss how our mystery shopping
services can ensure practice growth in 2012!