Posts Tagged money

Paying More Money Is Not the Best Way to Retain Great Staff

Paying More Money Is Not the Best Way to Retain Great Staff

Medical practices are painfully in need of keeping their top employees. The time, costs and dangers of recruiting replacement personnel are just part of the issue. Loss of key team members negatively impacts patient care, practice profitability, and staff morale. All administrators agree the retention of a trained, well-performing and mutually cooperative staff is a key to success in medicine. How do you increase your prospects of keeping your “keepers” so that you lose only the ones who needed to go anyway? There are three secrets to success in this area and none require pay raises or bonuses.

Most important is to show them that you respect them. Make them feel valued by your praise of their efforts and character. Try to “catch” them doing something good. Take an employee to the office of another physician in the group and praise some special thing they did recently. Prompt the physicians about special employee efforts and send them off to find and praise the staff member. Write key staff notes of thanks for their sacrificial efforts. Set aside time each week to praise one to three members of your team. Conduct “stay interviews” with select team members. Also, the physicians and practice leadership should be aware of the circumstances in their life. Do they have a child excelling at academics or athletics, are they planning a special vacation, are they approaching empty nest status, are they caregivers to parents or other family members, do they have a special hobby they enjoy discussing, are they saving for a major purchase like a vehicle, boat, or home?

Caring about the lives of your team affirms their value to you. Giving them a $500 bonus deposited into their joint checking account is a currency over which they may have limited control and when it is spent, it is forgotten. Giving them a handwritten note or sincere verbal praise is a “currency” they can keep for their very own and use again and again as they replay the message in their minds. The praise costs your practice a little of your time and a modicum of empathy.

After a culture of merited praise is established, it is easier to correct or discipline them when necessary. Ignoring mistakes or poor conduct is a sign of not caring about the person. Think of the influential family members, teachers and coaches in your life. Weren’t they candid with you about times when your efforts were not your best? If the staff rest in the certainty of your gratefulness for them, they can handle the truth about poor performance from you better. Always praise their character and criticize their actions. In other words, speak to the actions, but don’t attack their character. Avoid a “compliment sandwich” where you say something nice, slip in the problem, and then end with another positive. Be brief, be clear, be firm, but be nice.

New employees need some corrective discussion as early in their employment as possible. Not only is there usually an area for enhancement, but it establishes that you will exercise the right to address them when you deem necessary. For the millennials in your office, this discipline may come as a great shock. They were raised in an era when every child received a participation trophy just for showing up, and as children, they were assured they could be anything they wanted to be. If there were problems at school, their parents went to the school and took care of it for them. Now you are telling them they are special but not in a good way, and their only trophy may be dismissal if the behavior continues. This might be a difficult message to absorb, but you owe it to the great staff to communicate it in a timely manner.

At a recent practice management roundtable, we discussed the fact that some medical staff members underperform until the leadership assigns part of their duties to the better performing staff, so that things get done. Permitting this transfer of work, is unfair to all staff and must be remedied.

With a balance of praise and discipline in place, have some fun at work! Every holiday is a good time to have fun. At Christmas, let them have a contest to decorate a door. For Thanksgiving let them write something about each member of their work area for which they are thankful. Compile the results and share with the staff in a lunch meeting. Halloween, the start of football season, Groundhog Day and anything else is a reason to celebrate. Have each bring a baby photo of themselves, and let the team guess which baby is the staff member, let them send in photos of what they did this summer and have a collage review in the fall of the pictures with narrative by each staff to share the joy, take them bowling, have a new baby “pool” where all can guess the delivery details of an expectant mother on the team, and select secret pals among the staff with a low limit on any expenditures. The point is to permit them to have fun at work. You do not have to entertain them, just give them permission to entertain themselves.

It is essential medical practices provide a fair salary and benefit structure to their staff. Underpaying your people is not compensated by the provision of a good work environment. However, remember people accept a job for the initial pay and benefits, but they remain in a position because they feel appreciated, know their best efforts are expected, and they are encouraged to have fun at their work. Make your practice a place where these three things are true, and you will have a stable, patient-caring and happy staff. It will make everything else you have to do so much more enjoyable.

Article contributed by Sae Evans, Maddox Casey and Jim Stroud, Members, Warren Averett Healthcare Consulting Group. Warren Averett is an official Gold Partner with the Medical Association.

Posted in: Management

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It Began with an Email with Stephen Russell, M.D.

It Began with an Email with Stephen Russell, M.D.

LEEDS – Benjamin Franklin said, “Either write something worth reading or do something worth writing.” For Leeds family physician Stephen Russell doing both comes naturally. As an associate professor of internal medicine and pediatrics at the University of Alabama at Birmingham, Dr. Russell is living his research for the characters he writes in his works of fiction, which are centered around Dr. Cooper “Mackie” McKay.

Dr. Russell has written and published three medical thrillers — Blood Money, Command and Control and most recently Control Group — with a fourth in the works. While he admits he has always written in some fashion, it wasn’t until he was in his residency in Cincinnati, OH, when he discovered he had a gift for the craft of storytelling. In fact, he credits the simple act of emailing with his father, who was a practicing cardiologist in Birmingham at the time, with stoking the fire of his love of weaving a good tale.

“I had been given an email address during residency and remember thinking, ‘Well, what am I going to do with that?!’” Dr. Russell laughed. “No one was really using email outside a school setting, but my father had an email address, so I used that as a way to communicate with him a good decade before cell phones were popular. Then I started to write these stories to him in my emails but completely different from an email you might think of today. I was taking all these stories that were really during an intense, emotional and academic time of my life when I was seeing new patients, learning how to treat them, and learning what being a physician was all about. I was retelling these stories of what my patients were going through, and what I was going through learning how to help them. In those emails, I was just beginning to learn how to put things together as a real story. Looking back on it now, those email stories had a character, a narrative arc, an event that happened, and the more I did them the more I realized there were patterns to my writing.”

Not only did Dr. Russell realize his love of the creative process through those early emails to his father, but he also learned just how much he enjoyed how cathartic the writing process itself could be.

Four years later, Dr. Russell began to wonder. “What if…?” Still practicing in Cincinnati, he had met hundreds of patients and had an arsenal of stories and medical scenarios. So, what next?

“I had this idea from things I had done during my residency. ‘What if?’” he wondered. “What if this particular thing happened and something bad happened as a result of it. I decided that instead of continuing to write short stories in the form of emails, I just dove in and decided it would be a fun to write a novel. I had never written a novel before. I had never taken a formal writing class before. I had taken literature classes in college, but nothing to prepare me for writing a novel.”

Dr. Russell is the first to admit writing his novels wasn’t exactly what he thought it would be. While he never expected to turn in his first draft and have it magically be published, he didn’t expect it would take 13 years from draft to publication.

“I had to figure out how to do it for myself by reading about writing great authors and trying to figure out how they wrote in order to do it well. I think if I knew now what I knew then…” he laughed. “What I didn’t expect was that I thought there was going to be this writing part of my life and this physician/professional part of my life. I expected them to be completely separate. But it was interesting to me that these two separate strands I thought were my two parallel lives were actually two parts of the same journey for me.”

As the two parts of his life began to converge, Dr. Russell said he wasn’t expecting the positive impact of being a published author would have on his patients. It turned out to be a pleasant surprise.

“I didn’t expect I’d be talking about writing while I was at work, or having conversations about books with my patients. Then the most amazing thing happened after my book was published. People read it! They would come in for their visits and would want to talk about the book and about writing, which was a great icebreaker. The thing I love most about writing is probably the thing I love the most about being a physician which is communication. My job as a primary care physician is to listen to my patients and interpret their stories and understand what they mean from a health standpoint. How does that story end? How can that story be changed? How can that story be interpreted for a better prognosis?

“That’s also the job of the writer…to create the story if it’s fiction or frame that story if it’s nonfiction and to package it in a way that clearly communicates whatever the writer is trying to tell. I didn’t think about it in those terms when I was writing my first novel, the second or the third, but as I started to be on the receiving end of other people reading my writing, critiquing it and giving comments, I realized that’s part of what I signed up for by entering into the arena as a writer, but it’s also what I signed up for by entering into the arena as a physician, which is just that ability to try and find a way to communicate what I’m doing clearly and try and help my patients communicate what they’re experiencing and feeling in a way that makes sense to them. That whole communication journey is what makes sense to me about why I enjoy writing but also why I enjoy being a primary care physician,” Dr. Russell said.

EDITOR’S NOTE: Dr. Russell has written three medical mysteries, which you can purchase on Amazon: Blood Money, Command and Control, and Control Group. He promises Dr. Cooper “Mackie” McKay will return in the future. In the meantime, he’s working on a young adult novel in which he’s getting plenty of input and primary research from his four children.

Posted in: Physicians Giving Back

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Help Your Patients Save on Their Medications

Help Your Patients Save on Their Medications

The CDC reports that Americans spend more on prescription drugs than people in any other country – some $45 billion in out-of-pocket dollars in the last year alone. With that in mind, the Alabama Rx Card is reminding physicians that the Alabama Rx Card is a free option to lower out-of-pocket prescription cost for their patients who aren’t insured or who take prescription drugs that aren’t covered by their health insurance plans.

The Alabama Rx Card can save your patients up to 75 percent off the retail price for FDA-approved medications. Alabama Rx Card has helped Alabama residents save more than $25 million since its inception in 2007.

Your patients can log on to www.alamedical.org to print a free Alabama Rx Card, search for participating pharmacies, and compare medication pricing.

Physicians may request a supply of custom cards mailed directly to their office at no cost by contacting the program’s development director, Heidi Barousse, at heidi@alabamarxcard.com or 844-818-9200. Alabama Rx Card is a partner with the Medical Association.

Posted in: MVP

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