How Does Your Staff Rate Your “Bedside Manner” With Them?

Recently we’ve looked at how your view of your staff impacts practice results. This month we’ll look at how your "bedside manner" with your staff impacts the experience of your patients.

Medical professionals learn early in their career the importance of an empathic bedside manner and providing a positive patient experience. Physicians are coached throughout their training of the importance of being friendly and attentive to their patients, but rarely are they prepared for the significance of their interactions with their staff.

The connection between the patient experience and the staff experience is critical but rarely a part of medical training. I have been a patient of many amazingly skilled physicians with an excellent bedside manner but my interactions with their staff were at the opposite end of the spectrum.

How does this disconnect between the physician and their staff occur?

Physicians are trained to be cognizant of their communication with patients but many physicians have not recognized the need to be intentional when communicating with their staff. Simply put, the physician hasn’t come to the realization that they need a filter when interacting with their staff.

Expecting a staff member to communicate with patients using empathy and professionalism moments after their physician criticized them is unfair and unrealistic. I’ve been asked, “but how do I hold my staff accountable, if I don’t call them out.” There are a multitude of ways to coach your staff and drive accountability with positivity and professionalism but they all require a change in mindset.

A physician that is intentional with their communication with their staff understands the connection between the staff and patient experience. Making a consistent effort to engage your staff, support and recognize their efforts must be a forethought and not an afterthought.

If you are ready to move your practice forward, consider utilizing your bedside manner skills with your staff and if you would like support please contact me at smays@impactpracticeconsultants.com.