The Importance of Clear Communication in a Healthcare Practice
In a healthcare practice, clear communication is not just a nicety, but a necessity. As a business consultant, I have witnessed firsthand the significant impact that effective communication can have on the overall operations and success of a healthcare practice. In this blog post, we will explore the importance of clear communication in a healthcare setting and provide practical insights for provider-owners to enhance communication with their teams.
When we talk about why effective communication is so important in a healthcare practice, it’s always helpful to look at some communication faux pas that leaders make (and hopefully learn from). I am pretty certain you’ll see yourself in some of these, and you'll see how you’re doing better now. I’ve certainly made many-a-blunder over the years from my corporate career, to parenting, to leading the team in my own company.
The good news is that as fallible human beings, if we’re willing to embrace our mistakes and learn from them, we can master effective communication with some practice.
Read on to learn more, starting with some communication mistakes:
Lack of clarity. When instructions or information are unclear, it can lead to confusion and mistakes. If you give vague directions for completing a task, your employees may struggle to understand your expectations of them.
Listening to respond, rather than to learn. When team members don't actively listen to each other, important information can be missed or misunderstood. If a colleague shares feedback and others are distracted or interject before the speaker is finished, it can hinder collaboration and problem-solving.
Withholding information. When the provider fails to share important information with the team, it can create a culture of secrecy and mistrust, even if withholding isn’t the intention. Let’s say the provider-owner neglects to communicate updates about strategic planning to their admin team. It can lead to delays in implementation and impede growth and progress. Lack of transparency can compromise business growth and hinder the team's ability to take action.
Negative tone or attitude. Communication delivered in a disrespectful, or confrontational manner can create tension and undermine teamwork. Sometimes in a busy practice, communication is rushed and can be perceived as curt or disrespectful. If not addressed, it can erode morale and damage relationships.
Lack of feedback. When feedback is not provided regularly or constructively, it can hinder personal and professional growth. If an employee's performance issues are not addressed in a timely manner, they may continue to repeat mistakes without realizing the need for improvement. This is a common issue we see with our clients, who are often juggling the multiple jobs of being a practitioner and CEO.
Now that we have an idea of where communication can go astray, what do we do about it?
In rowing, the coxswain (captain/leader) is responsible for providing the strength of command, and effective leadership will ensure that all team members are aligned with the end goal. In this case, the goal is to move at an identical pace and synchronize movements to propel the boat forward and cross the finish line ahead of other teams.
A rower’s attentiveness, focus and non-verbal cues for pace change can be likened to the need for active listening, concentration and awareness of non-verbal communication in your practice. It’s essential for healthcare teams to work in harmony towards a common goal.
Recognizing the challenges we've identified, we can now explore practical steps to cultivate clear, empathetic, and efficient communication among healthcare professionals and their teams.
We hear from our clients that they’re under-resourced as business leaders, juggling clinical responsibilities with the demands of running a successful practice. This unique position can lead to communication challenges within the team, impacting everything from patient care to operational efficiency.
It's imperative that we acknowledge the difficulties provider-owners face and work collaboratively to devise a comprehensive plan of action. Rather than overwhelming our clients with sweeping transformations, we emphasize the importance of incremental changes, each one contributing to a more cohesive and effective communication framework within their healthcare practice.
Practical Strategies for Enhancing Communication
Establishing Clear Protocols. Implementing standardized communication protocols for both clinical and administrative tasks can reduce errors and misunderstandings. This could look like the creation of the front office and clinical area “Bibles” (operations and procedural manuals), with regular reviews and revisions.
Encouraging Feedback. Creating an environment where all team members feel comfortable providing feedback and sharing ideas is essential for continuous improvement. For the practice leader, this means you might try the Jeff Bezos approach to feedback and input in meetings: invite the most junior team member to speak first (and fully hear them out). You might be surprised by what you learn.
Utilizing Technology. Leveraging communication tools such as secure messaging platforms can facilitate quick and efficient information exchange among the team.
Regular Team Huddles. Scheduling brief but regular team huddles can ensure that everyone is on the same page regarding patient care, operational updates, and any potential issues. We recommend our clients have two daily huddles - one to preview the day and address any potential challenges (e.g., a patient who requires a particular type of care that may require team support), and the second to review what went well, what didn’t go well, and how they can improve going forward.
Clear communication is vital for the success of a healthcare practice. There are many ways to go about improving your communication with your team. Our recommendation is to try one or two methods and stick to it for a few weeks. Watch how your team responds to you, and invite their feedback and input. This is an opportunity to share vulnerably that you’re testing different ways to communicate in an effort to improve office communications.
By prioritizing and investing in clear communication strategies, you can overcome many of the challenges you face and pave the way for a thriving and successful healthcare practice.
To unlock the benefits of improved communication and cultivate sustainable growth in your healthcare practice, schedule a consultation with our founder, Tracy Cherpeski, MBA, MA, CPSC. Experience the transformative power of clear, empathetic communication for collective growth and success.