Your Staff and the Medical Staff –Communication and Synergy
By Kriss Barlow, RN, MBA
Every organization has a physician or two that has “a reputation” – and we are not talking about the good kind of reputation. Regardless of your role in the continuum of physician strategy, there are times when you leave a conversation with a member of the medical staff wishing you could have a “do over.” As a leader, when staff step forward to share their communication challenges, you should have a tool kit of ready suggestions to assist them before it occurs or to coach them so there is not a repeat.
If you are working in strategy, marketing, physician relations retention or recruitment, you need to feel confident and self-assured when meeting with physicians. Let’s explore one typical scenario, You get no “floor time,” and consider some alternatives for the next time.
The Scene: You have asked to meet with a physician to discuss a topic. You begin with an introduction and the physician starts talking. Fifteen minutes later, the doctor turns to you and says, “I hope that is what you needed, I have some patients to see.” All your good questions and dialogue-based opportunities are for naught.
Considerations and Suggestions:
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1. Prepare your opening.
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A solid approach includes a “thank you” for meeting with you and then a very succinct message about the reason for the meeting and how you would like to get this done. This needs to be done in a brief sentence or two. Keep in mind it will never be that brief unless you prepare and practice.
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Tell them that you have crafted some questions specifically for them and that their insights on the topic will be shared with others.
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The essence? you need to get control of the situation without the physician feeling you are in control.
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Reward physicians who follow your lead by thanking them but also sharing how much you learned and you value their insights.
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For managers, ask your staff to share their openers with you before they meet with physicians or other key stakeholders.
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2. Print an agenda. |
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Plan how to do this and do it with finesse. Thank them for their insights and then say, “Your information compelled me to ask a question if I may…”
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Let them know that you had no idea about some of what they were sharing and that you would love to return to learn even more about it after you have done a bit of research. Let them know you are sure they will also have great thoughts on (your topic of the day). Then ask a question.
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4. Use visual tools to re-focus. |
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5. Make sure you don’t get so caught up in trying to get floor time that you fail to listen. |
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6. Don’t assume that “telling” has more value than “listening.” |
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