BUILDING TRUST WITH YOUR MEDICAL STAFF JONI BRODIE, CPMSM, CPCS WHY ARE THEY SO WEIRD? How can you build trust with a group that insists that you are one of them them being Administration? How can you convince all those doctors that you are not there to take sides? How can you overcome the you drank the Kool Aid mentality? Were going to find outand it should be relatively painless. But lets look at WHY this attitude exists because it will help you build that trust, and make your life a whole lot easier! TWO DIFFERENT SPECIES Doctors are from Mars data driven; black and white; just the facts, Maam; they dont do buzz words or flavor of the month culture/corporate speak; if they see it they will believe it but not until then; They see patients procedures not the big picture They have medical training, not business training Administrators are from Venus. Must see the big picture Work in many gray areas Run a business and a big one Have to consider many options for one decision Dont have a physicians point of view to state the obvious Must look at culture patient satisfaction, employee satisfaction, physician satisfaction MEDICAL STAFF PROFESSIONALS ARE: Switzerland The Go-Between The First Line of Defense The Mom or Dad THE EXPERT !!!!! You know the providers You know the administrators You know the rules You know why your hair is turning gray TALKING TO THOSE PEOPLELESSONS FOR TALKING TO DOCTORS Doctors do NOT want fluff. Stick to facts. If youre going to quote CMS, JC or state law, have your information with you IN WRITING (its not that they dont believe you, its just that they dont believe you). Bullet points work better than narratives Keep the focus on the subject dont let them derail that train! Stay away from buzz words. If you see their eyes glaze over, move on. They have turned off. If you put 3 doctors in a room, you will get at least 12 different opinions Listen to WHAT is being said not how it is being said. Use the Rule of 3 WHERE DO YOU COME IN? Does your Administration listen to your suggestions on how to approach your medical staff? Does your Medical Staff Leadership talk to you about how to communicate with Administration? If not WHY NOT? You are the expert in talking to both sides, and you should share that information! So. Offer subtle suggestions on approaching each other. One is the lion, the other is the wildebeest. The roles change, depending on who is doing the approaching. Help them understand the best approach is always win-win, not the attack mode. Let them think its their idea. Be honest. An angry physician may not be in the best frame of mind to approach the CEO. Try to communicate that to them. WHERE TO START Build rapport who can you play with, joke with? Who wouldnt respond so well to that approach? Tailor your approach to those personalities. Rapport doesnt mean always agreeing its understanding where the other person is coming from. Be open to different points of view. Make eye contact. Is your office a place where the providers feel comfortable? Does your workspace reflect who you are, or is it just a place to work? You would be amazed at what an effect this can have on building relationships! BE GOOD at LISTENING! People who are good listeners tend to build trust faster than those who are not. BUILDING UP TRUST & INTEGRITY BE HONEST Tell the truth. No matter how hard it is. Even if its to your disadvantage. SHARE HONEST INFORMATION If you cant discuss something, tell them that. If you do, make sure its correct USE GOOD JUDGMENT Think Twice, Speak Once KEEP CONFIDENCES If its confidential, keep it that way UNLESS it could result in harm to a patient, staff member or to a provider KEEP YOUR PROMISES Follow up, follow through, do what you say youre going to do If you cant do something, tell them so and why (without doing harm to the company) BE HONEST Doctors can tell fertilizer when they hear it and see it. Dont try to fool them. If you messed up, own it. Apologize. Then fix it as best you can. Were all human. If you dont know, say so. Then find out and follow up with them. Medical staff dont trust hospital administrators. They see Medical Staff Professionals as part of Administration. Once you have their trust, dont lose it by not being honest. Being honest does NOT mean being totally honest. Be diplomatic. Use the Need to Know rule. Dont take sides. You are Switzerland. You are also a hospital employee. Learn to walk that tightrope well, if you havent already. SHARE HONEST INFORMATION If you cannot discuss a particular issue, say so. If you are quoting facts, be sure you have the stuff to back it up. Understand any data you share, where it came from, how it was analyzed. Dont share information that you cant back up or is of dubious origin. Gossip is not fact. Always investigate allegations or reports of problems. Always remember that the biggest gossips on the planet are doctors in the lounge. And they play telephone have you ever said something to someone and it beats you back to your office and is not even close to what you actually said??? USE GOOD JUDGMENT Think Twice Speak Once. Sometimes silence is the best response. Remember who your audience is Your opinion is important. But not always and not to everyone. Think about the situation and persons involved before voicing your opinion. Keep your cool when things get warm the insanity of a Department Meeting can bring on some lively discussion, but not everything said in the heat of the moment was actually meant. And sometimes, it is. KEEP CONFIDENCES If someone tells you something in confidence, keep that confidence If you think that harm may come from that individual or to that individual, then seek help with that (a person saying they want to commit suicide, etc.). You can address issues without giving away the whole story Whether or not you want the information, the fact that you are being told these things indicate a level of trust. And thats a GOOD thing. KEEP YOUR PROMISES If you commit yourself to doing something, do it. If you cannot meet a deadline, or cannot do something, communicate! Tell them why, but maybe not every detail. Follow up with the requesting person, let them know the status of your project. That way they know its not forgotten. Follow through with your commitment. If you say youll be in the dunk tank at the medical staff picnic, dig out that swimsuit! A FEW MORE THINGS. Do not compromise your principles, your ethics or your job. If you are asked to do something that you feel does any of these, just say no. If something needs to be reported, report it. Patient Safety should never be compromised for any reason if you become aware of a situation that may have patient safety issues, send it to whoever needs to look at it as soon as you can. Always do what is right for the patient, regardless of who is involved. When in doubt, eat chocolate. Always be professional. You can close your door and scream after they leave. Try to maintain your sense of humor. Laughing is always better than crying. Keep things in perspective. Remember that you have a life outside of that building, and keep your priorities straight. THANK YOU FOR LISTENING!