In my previous post I covered the first two actions to help create a happier and more successful culture. Here are numbers three and four!
Action Three – Monitor Results and Give Feedback
Monitor results on a daily basis. Your daily huddles are what I refer to as accountability meetings. They allow the team to discuss and get feedback on what is not working or not being done in a real-time basis.
Utilize a whiteboard to list any reminders that need to be addressed instead of waiting for the team meeting. The team is responsible for reviewing the whiteboard prior to the huddle. A whiteboard will help you to communicate effectively even if you have different shifts. If it is specific to only one or two team members, list their name and who to check in with to discuss further. Otherwise, just list it on the board for everyone. Monthly team meetings are great to review benchmarks in terms of quality, quantity or timeliness and give feedback on how the team and practice are doing.
Action Four – Make a Commitment
It is necessary for every team member to commit to supporting the practice standards with a positive attitude and supportive words and actions. Whenever you are implementing something new or changing an existing standard, system or protocol, ask each team member to verbally commit their support in front of the entire team. (A team meeting setting works great for this as well.) Sometimes, even when you utilize the first three principles, you can’t get that one team member on board. The reality is they have their own agenda and therefore are unwilling to commit to supporting yours.
Performance standards are based on best practices for the greater good of the patients, practice and the team and not any individual. If they are only willing to do what they choose and are only concerned about what’s in it for them, it is time to have a line-in-the-sand conversation. If they want to be a part of the team it is necessary to support the team standards. Otherwise, wish them well and let them join another team that may be a better fit with their agenda.
Yes, I know, they may be extremely good at what they do when they want to be. They are usually excellent with the patients but toxic to the team. In most cases they are and will use it as leverage to hold the doctor hostage. However, if you allow one team member to not support the practice standards you sacrifice the entire team’s performance! The bottom line is that if they are not supporting they are sabotaging the practice.
Taking all four action steps will get you well on your way to creating a happier and more successful culture!