How Do You Manage Your Staff's Mistakes?

Last week we looked at utilizing the CARE strategy (Communication, Accountability, Respect, Empowerment) in your practice. We reviewed the value of consistent communication including staff meetings and one on one meetings. We also touched on embracing CARE in all of your staff communications, and this week we’ll look at using CARE when your staff makes mistakes. As a practice leader it’s critical that you focus on the learnings from mistakes. Building a growth focused practice requires that your staff isn’t afraid to make and admit their mistakes.

Utilizing mistakes as a growth opportunity, requires that when a mistake is made, questions are asked instead of assumptions being made. No one wakes up every day with a plan to make mistakes so it’s imperative that when mistakes occur, we look for the root cause and this is done by asking questions. I recently had a client who received a complaint from a patient regarding the length of the wait times when they called the office. When the client asked the front desk staff about the compliant, they collectively determined that the phones had reset and the lines were no longer properly identified. This created confusion amongst the staff and created delays in picking up patient calls. The staff collaborated and resolved the issue. They were able to do this because practice leadership asked what’s happening with the phones. They didn’t assume the staff was being purposely negligent. They simply asked the question. Is something going on with the phones? It’s easy to say the patient is always right but that doesn’t mean that you have to assume that your staff is wrong. Asking your staff questions demonstrates that they are valued. Working through mistakes collaboratively to find the learnings ensures that your staff and practice will grow.

If you ready to build a growth focused practice, please contact me smays@impactpracticeconsultants.com.