Wood said that when staff come to her about issues, she will add them to the agenda she prepares for each meeting. “I add new ideas to the agenda about things we don’t want to forget,” she said.
Explore this issue:September 2016
Tip 6: Listen to Your Staff
Sometimes, physicians need to meet to discuss topics the whole staff doesn’t need to hear, such as remodeling an office, dividing up profits, or planning a potential relocation, said Stryker. But when physicians want to discuss things more broadly, such as soliciting feedback on staff priorities for a potential remodel, or what the patient experience at that office is, the full staff should be included.
“If you care what your patients think, your staff is a critical resource,” because they interact with patients far more than the physicians do, said Stryker. She worked with one practice where “the doctors thought people were ape over the reception area’s saltwater fish tank; the receptionist told them that patients couldn’t care less,” said Stryker. “They just wish you ran on time.”
The bottom line: Office staff likely hear more candid feedback from patients than the physicians hear, and their input is valid for physicians who want to understand the patient experience..
Cheryl Alkon is a freelance medical writer based in Massachusetts.