Protecting Doctors from Themselves

While practicing medicine, doctors must
protect their own integrity and reputation

It is a story that we were all shocked to hear about. USA Gymnastics Medical Professional and his inappropriate conduct with his patients and others. It is situations like this that make patients either grateful for or suspicious of the doctor they have.

Reality Time

When something so dramatic and public as the USA Gymnastics situation happens, it has numerous effects:

1. Patients who are victims of such horrific acts may develop the courage to speak out and tell their story.
2. Some people will begin looking for this type of situation in their life and find it, even if it does not exist.
3. There are people who are looking for the social media spotlight and begin making accusations in order to gain attention.

What Can a Doctor Do?

It is vital that a doctor take appropriate steps to protect him or herself from a possibly career ending situation:

• Continually communicate with the patient throughout their visit. They should know what the doctor is doing and why.
• Have written policies and procedures in place that focus on harassment and inappropriate conduct within the office. These policies should also include appropriate interactions with patients. This training should include ALL staff members including doctors and be done annually as well being thoroughly documented.
• Create a culture within the healthcare office of acting professionally and being current with all compliance laws.
• Communicate with patients that if at anytime they do not feel comfortable with the doctor or other staff members, that they are welcome to have an additional person of the same gender in the room during their visit.
• If the doctor does not feel comfortable being alone with the patient, then he or she should request and additional person (e.g. nurse or physician assistant) be present during the visit.

Possible Consequences

If a doctor is accused of some inappropriate behavior with a patient, then that doctor's reputation could be irrevocably damaged. It does not matter if the accusation has any truth to it, people will remember and the damage is done. It is best for the doctor to protect him or herself and avoid even the slightest hint of inappropriate behavior.

This type of situation cannot be taken lightly. Many doctors push away training, especially HR training, as inconvenient and a time waster. They do not understand that HR and other training's are in place for their protection. Documented HR and conduct training would play a key role in protecting a doctor and the reputation of the practice.

It is completely understandable that doctors want to focus only on practicing medicine, but they do not need to put themselves and their career at risk when doing so.

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Don’t Let Rude Staff Ruin Your Patients’ Experience

"Too many healthcare workers learn their customer service skills from the "University of the Abrupt" that offers a major in brusque with a minor in terse”

Something is seriously wrong when a patient is made to feel like a recruit in military basic training being shouted at by a drill sergeant, writes George Korda, a Knoxville News Sentinel columnist. That was his feeling after an encounter during a recent doctor’s visit with the office receptionist who yelled out his name despite the fact he was the only person in the waiting room.

Korda recalled his first visit at another doctor’s office where he was greeted with a command from the young woman behind the desk. “Last name,” she said, without a smile or a please.

“Healthcare workers have a tough job, and a good many work at being kind as well as professional. Nevertheless, some don’t,” he writes. “Courtesy and respect in the process, though costing nothing, are a significant investment in the bank of good will.”

Physicians who want to see good patient satisfaction scores need to ensure that they and their staff don’t treat patients rudely, Korda says. Here are some tips on creating a better experience for patients in your practice:

●        Recognize and celebrate team members who provide especially compassionate care

●        Hire compassionate employees and provide empathy training to current staff

●        Give doctors in the practice feedback from their patients on a quarterly basis to help them improve their bedside manner

Prioritize the needs of employees by offering mindfulness training programs, expressive therapy and weekly wellness conferences.

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4 Different Generations, 4 Different Way to Communicate

How to improve the communication between very different groups of people

In order to effectively communicate between the different generations, it is important to understand their differences and their unique approach to life. It begins with values that are important to each generation. For example, while the Baby Boomers put a lot of emphasis on work, the Generation X’s would rather find a good work/life balance.

There is an article from Colorado State University that addresses each of the four recent generations:

Traditionalists

Traditionalists values are influenced by the experiences of their parents whose values go back to the 1800s. This generation experienced the Great Depression and World War II both of which shape how they view the world.

Traditionalists Value

• Privacy: Traditionalists are the private, silent generation. Don't expect members of this generation to share their inner thoughts.
• Hard Work: They believe in paying their dues and become irritated when they perceive others are wasting their time. Members of this generation often feel that their career identifies who they are.
• Trust: A traditionalist's word is his/her bond.
• Formality: Whether written or in oral communication a formal communication style is preferred. This generation values formal dress and organizational structures.
• Authority and institutional leadership: Traditionalists have a great deal of respect for authority.
• Social Order: Other generations may view this desire for social order and placement as bias, prejudice or even racism or sexism.
• Things: This group loves their stuff and they won't get rid of it. Some may call them pack rats but others would argue that they remember the depression days and going with out. You never know when you might need it.

Supportive Behaviors and Tips For Communicating with Traditionalists

• By nature Traditionalists are private, the "silent generation". Don't expect members of this generation to share their thoughts immediately.
• For the Traditionalist an educator's word is his/her bond, so it's important to focus on words rather than body language or inferences.
• Face to face or written communication is preferred.
• Don't waste their time, or let them feel as though their time is being wasted.

Baby Boomers

Morris Massey calls this group the Nuagers. This generation represents the children of our World War II veterans. They did not go through economically hard times as their parents did, they had the good life - the Traditionalists wanted them to have the best and as a result, the "Me" decade arrived.

Baby Boomers Value

• Competition: Boomers value peer competition and can be see by others as being egocentric.
• Change: Boomers thrive for possibilities and constant change.
• Hard Work: Boomers started the "workaholic" trend. The difference between Traditionalists and Boomers is that Boomers value the hard work because they view it as necessary for moving to the next level of success while Traditionalists work hard because they feel that it is the right thing to do.
• Success: This generation is committed to climbing the ladder of success.
• Body Language: Boomers are the show me generation and body language is important.
• Teamwork: This group embraces a team based approach to business-they are eager to get rid of the command and control style of their Traditionalist predecessors.
• Anti Rules and Regulations: They don't appreciate rules for the sake of having rules and they will challenge the system.
• Inclusion: This generation will accept people on an equal basis as long as they can perform to their standards.
• Will Fight For A Cause: While they don't like problems, if you give them a cause they will fight for it.

Supportive Behaviors & Tips For Communicating With Baby Boomers

• Boomers are the "show me" generation, so your body language is important when communicating.
• Speak in an open, direct style but avoid controlling language.
• Answer questions thoroughly and expect to be pressed for the details.
• Present options to demonstrate flexibility in your thinking.

Generation Xers

Morris Massey refers to this group as the Syn-Tech generation. This generation is both economically conservative, remembering double-digit inflation and the stress that their parents faced during times of on and off unemployment. Unlike their predecessors, they will not rely on institutions for their long-term security.

Generation Xers Value

• Entrepreneurial Spirit: Xers believe in investing in their own development rather than in their organization's. While others may see them as disloyal they are cautious about investing in relationships with employers because experience has shown that these relationships are not reliable. Cavalier as it may sound, one Xer told a Boomer that if you want loyalty get a dog.
• Loyalty: To an Xer, this may mean two-weeks notice.
• Independence and Creativity: Xers have clear goals and prefer managing their own time and solving their own problems rather than having them managed by a supervisor.
  Information: They value access to information and love plenty of it.
• Feedback: This group needs continuous feedback and they use the feedback to adapt to new situations. This generation is flexible.
• Quality of Worklife: This generation works hard but they would rather find quicker more efficient ways of working so that they have time for fun. While Boomers are working hard to move up the ladder, Xers are working hard so that they can have more time to balance work and life responsibilities.

Supportive Behaviors & Tips for Communicating With Generation X

• Use email as a primary communication tool.
• Talk in short sound bites to keep their attention.
• Ask them for their feedback and provide them with regular feedback.
• Share information with them on a regular basis and strive to keep them in the loop.
• Use an informal communication style.

Generation Y (Also Called Nexters)

If you think that Generation Xers were challenging for Traditionalists and Boomers to teach, just wait until Generation Y arrives. Generation Y represents people who have grown up during the high tech revolution. They have never known a world without high speed video games, speed dial and ATMs. The secret to motivating this group is to provide systematic and frequent feedback - as it happens.

Generation Y Values

• Positive Reinforcement: Members of this cyber generation value positive reinforcement at accelerated rates compared to older generations.
• Autonomy: This group wants more input into how they are learning and the independence to do it.
• Positive Attitudes: This group grew up during tranquil times and as a result have a very optimistic outlook on life in general.
• Diversity: This group grew up with more diversity than their predecessors and if not exposed to it in their community then they were introduced diverse people and cultures through the media.
• Money: This group is used to making and spending money.
• Technology: Technology is valued and is used as a tool for multi-tasking.

Supportive Behaviors & Tips for Communicating With Generation Y

• Use action words and challenge them at every opportunity.
• They will resent it if you talk down to them.
• They prefer email communication.
• Seek their feedback constantly and provide them with regular feedback.
• Use humor and create a fun learning environment. Don't take yourself too seriously.
• Encourage them to take risks and break the rules so that they can explore new ways of learning.

Managing the Generational Mix

How do we keep a generationally diverse group of learners motivated in today's environment? The first step to making the generational diversity work is to understand what motivates members of different generations and to institute teaching techniques that are flexible enough to meet their needs. In today's complex mix of generations, Traditionalists are found with Boomers and Boomers with Generation Xers. Trends toward later retirements mean that traditionalists are still happy working and learning and Generation Xers are quickly moving into positions of power and influence where they are supervising and educating members of older generations.

Source: http://bit.ly/1YDTeOE

For information on topics relating to HR, HIPAA, OSHA, and Medicare, please email support@hcsiinc.com or visit our web site at http://www.hcsiinc.com