Over the last few weeks, I have been contacted by so many emotional, drained and, in many
cases, despairing owners. “The team are unhappy.” “We can’t recruit.” “Our team is at breaking point.” “Systems are failing, and team drama is on the increase.” “I dread going into the practice and it all feels out of control.”
These are just a few of the common cries for help. Firstly, you are not alone, you can relieve the pressure and your
team morale can be improved. Secondly, accept that we all need help sometimes and figure out who/what will assist you with some of your stresses. Sometimes it’s about searching for what might be right under your nose.
Here are some back-to-basic tips to help you and your team understand the crisis you are currently in:
- Find out what is upsetting or hindering your team the most. Book a room after work one evening, provide a
buffet and drinks. Let them know they will be paid or receive a couple of hours in lieu for coming. Stand in front of them and open the floor.Let them vent positively and offer solutions as a unit. Ask for their wish list. (I did this with a team recently and
it was so uplifting. They wanted an extra day’s holiday for their birthday, which generally costs nothing, a team
pottery class, and for EVERYONE to be more understanding of others’ feelings. Make these things happen if
you can, but don’t ask, promise, and then not deliver. Make it a priority, let them believe in you and trust you
want to help. - Get your team involved in the recruitment process. Ask them to do a short video of why they love working in the practice. When you interview, introduce them to new recruits properly. Let them have a bit of time with them. A collaborative recruitment process is more effective by far. Remember, employees generally don’t quit because of money. Most team members I talk to leave because of workload, because they don’t feel valued or appreciated, or they don’t understand their role or where they fit within your practice. Don’t get into a panic cycle and recruit someone outside of your normal pay scale. The new recruit may be happy in the short term, but it is often not the
right fit or the right mindset for you.Believe me! Current employees see what hourly rates you are advertising, and they will find out if a new recruit is paid more than them. The resentment is mega, and you will lose more of your team. Panic cycle begins again! - Look at your work systems; what works, what doesn’t. Fail fast, not hard is one of my go to phrases. If a system or new idea isn’t working, get back to the drawing board with your team’s input. Don’t force something that isn’t working out. Multi skill your team. Don’t add to their workload but look at who works best where and doing what.
- Finally, just talk it out. Don’t sugar coat, be honest but not negative. Yes, it’s really hard going at the moment,
we can’t pretend it isn’t, but show them that you are determined to help make things easier one step at a time.
Owners, practice managers, nurses, front of house, TCOs, have time together to talk. Look at how you all manage
your time and how it can be used best.
I have been providing a mentor service for many PMs and owners over the last two years and I know how isolated you can feel, and as an outside person it has been wonderful to see how sometimes it’s just the smallest of bridges that need building to make a happier, more productive team.
You can contact me through ADAM, where you will find lots of member benefits for Practice Management or directly through www.practicemanagementmatters.co.uk.