The Practicon Viewpoint by Ann Page Griffin

DARE TO ASK YOUR STAFF THESE THREE QUESTIONS?

Caveat: before using the questions below, decide whether or not you want candid input from your team members about how they feel about their role in the practice. Do they feel:

• Valued?
• Significant in patient care?
• Necessary for smooth office operation?
• Well trained?
• “In” on office communications?
• Empowered to make decisions concerning their work?
• Loyal and committed to the practice?

And is the culture of the practice one that allows team members to be open and candid in their observations and remarks so that the conversations generated by the three questions will be helpful, and used non-defensively to improve the practice?

If you are ready to find out these things and bring staff along in the effort toward greater cohesiveness, cooperation, and production, distribute a written memo to your staff several days before scheduling one-on-one conversations with individual team members. Assure team members that their input is valuable, appreciated, and that no comments will be held against anyone. And mean it!

Some comments may sting, some may be difficult to understand, some may raise your ire—but consider the information an “ah-ha!” moment of learning that, if worked properly, will dramatically improve office functions and communication. Suggestion: customize the following survey to meet your practice needs and culture.

Please carefully consider the following three questions. Your candid input will be valuable as we decide ways to improve individual initiative, communications, and shared responsibilities among our dental team. Be assured that your comments will be taken as constructive suggestions meant to help the practice and improve our service to patients.

1.    What is the major problem or frustration that you experience in your work here? Is it an occasional or frequent happening?

2.    What about your job would you like to do differently?

3.    If you were appointed practice administrator tomorrow, name three issues you would (a) retain, (b) change, or (c) eliminate.

The answers to these questions should provide fresh information to help you improve the office work atmosphere and processes, to motivate individuals about new opportunities for professional growth, to facilitate communications, and to strengthen interpersonal relationships within your office. After carefully reading and digesting everyone’s comments, remove names of who said what; then use the shared information to hone the cohesiveness and improve the business and clinical systems in the office. If staff members mention glaring interpersonal conflicts among team members, consider hiring a professional counselor to help work through and resolve any difficult or heated issues between individuals.