Private Practice

Subscribe | Advertise | About Us | Contact Us | Home

March 2003

By Stephen E. Anderson, PT

Stephen E. Anderson, PT

Company culture is hard to define. You can't create a desired outcome with a new initiative or new idea; it develops over time and it's the little things that make the difference. A positive, supportive work environment is what everyone desires, but it is amazing how few places function that way. You can't tell people how to act, but what you can do is treat them a certain way, lead by example, and empower them to take responsibility for their work culture as well.

PEOPLE AND PATHS

To ensure a positive work environment for all employees, it is essential to deal with issues that disrupt the team head-on and immediately. As the manager of my office, I tell every potential employee in the interview process that "I will guarantee a great work environment." I then go on to explain that I have told the same thing to every employee in this office. To keep my word to all, passive aggressive or nonteam behavior will not be tolerated and we deal with it before it infects the entire atmosphere. In Jim Collins' book, Good to Great, his research found that great companies tend to be very selective as to who is "on the bus," and if they make a mistake or have misjudged someone, they remove them from the "bus" quickly. Great companies have high expectations for their people, but don't waste time on employees who do not try to meet those ideals. Spending time to motivate people is a waste of time. If the right people are on the bus, then you don't have to motivate them. You can direct their self-motivation to the needs and goals of your business. Your energies and your employees can be channeled into creative, innovative, solution-oriented efforts.

At the Private Practice Section Annual Conference last October in Vancouver, BC, we were treated to an inspiring presentation by John Izzo. He talked about awakening corporate soul by considering four paths. From his book, Awakening Corporate Soul, he enthusiastically described what each of us has to do to get meaning and a feeling of accomplishment out of our workplaces. First, the Path of Self: "Our soul awakens when people are aware of their own passion, in touch with their core values, and when they actively bring these alive in their daily work." Next comes the Path of Contribution: "The value and meaning of their contribution come alive as people recognize their daily efforts serve a worthy goal." Third is the Path of Craft: "This is developing an intense enjoyment in the moment to moment action of work. Craft focuses on the ongoing process of learning and mastery that turns even the most mundane task into an artistic meditation." Finally, the Path of Community: "People find soul when their connection to others goes deeper than their job description, touches the heart, and transcends traditional team building. Through the Path of Community, individuals join together to bring out the best in each other." As leaders of our practices, we can support ways for employees to identify what values they wish to guide their work by. Help them realize what legacy they would like to leave behind for their company and their career, and determine what their passions are and how we can bring them to their present jobs. When people can start with exploring their own values and connect those with the organization's goals, then the soul begins to awaken. People want to be proud of where they work and want to feel they make a difference in achieving their company's success. Over time, this is the kind of environment you must create to be the employer of choice.

THE PT PRACTICE FOCUS

How do we do this in our physical therapy departments or clinics? Focus on quality. Work as a team in all aspects of job tasks. Commit to exceptional customer service. Start each morning with trying to make somebody's day. Find a way to make work fun. Create a business where people want to come and work for you, and will even wait if they have to for an opportunity to work for your practice. I haven't met a physical therapist yet who does not want to improve their skills and knowledge. Emphasize education and training with the goal of helping clinicians reach a high level of skill. As the consumer of health care continues to become more educated by means of the Internet, I am convinced that positive outcomes will direct patients to the best clinicians, and referral sources are recognizing the differences between them better than in the past. Supporting continuing education, holding in-services, organizing study groups, and collaborating with colleagues in the clinic on difficult and interesting cases help fuel the passion and remind us all of why we chose this profession.

People recognize exceptional customer service. Make it a value in your practice to provide the type of service patients tell their friends about. Often, time is associated with quality in health care. The visionary thinker knows this is not the case. Interaction with patients is the key factor. Have you listened to them, do you respect their concerns? No matter how much time you are with them do they feel like they have your total attention? Their eventual outcome will help determine their impression, but more important, their interaction with the front office and professional staff will greatly influence how they evaluate the experience. We have all had patients whose symptoms we could not decrease, but who still left with a positive attitude about the clinic. Patients get frustrated with not being able to access their medical professional. I believe we should use email to communicate with our patients when necessary between visits. This breaks down the barriers they feel when they have concerns or questions and PTs, MDs, and others cannot be reached. There are HIPAA compliance issues to consider, but with proper knowledge and planning, the process can be achieved. An ancient Buddhist lesson teaches, "In the end, all people want is to be heard and respected."

PEOPLE MAKE THE BUSINESS

In today's health care environment, it is easy to focus on the financial side of your business. Controlling costs is essential in today's marketplace, but a total emphasis on cost cutting and patient revenues overlooks what is important in our practices. On the other hand, all employees have to be responsible for their part in making sure the business is fiscally sound. The goal is to create an environment where employees feel responsible for their part and demand it of their fellow colleagues. When issues come up that affect employees working together, you have a choice in trying to solve the problem. You can dictate what the solution will be and more than likely your ingenious solution will fail, or you can gather a few of the employees who are in control of the circumstances and ask them to work it out. Call a meeting and introduce the issue at hand. As the manager, you can leave or sit quietly, but what you are asking them to do is to take responsibility, work together, and find a solution. Listening to the concerns of the participants and asking them to reach a solution by consensus brings them into the process, and now they own not only the problem, but the outcome. This empowers people to believe they have a say in what goes on, and if you've hired well and have self-motivated people, you can trust them to handle it. Most of the time all you have to do is organize and coach them to carry out what they know is the right thing to do. All of a sudden, you have an environment where you can spend time on doing what you like best, treating patients or being creative to find ways to grow your business. You don't need to spend all your time managing people.

Dictators always fall, prophets fuel controversy, and disciplinarians burn out. Create an environment where your employees lead. As the manager, your job is to hire the right people, give them an organizational structure that allows them to follow their passion and take responsibility for their work, and then get out of the way. Look for ways to help them discover the four paths to awakening their work soul and the culture takes care of itself. Hold periodic meetings with your employees and let them say what it is really like working in your business. Give them the chance to take risks, make mistakes, and learn as they go. Give credit where credit is due; it will come back to you tenfold. When all this comes together, your periodic meetings will reinforce what you already know, not shock you with what went wrong. You are only as good as the people you surround yourself with, so choose wisely and let them spread their wings.

Stephen E. Anderson, PT, is president of the Private Practice Section of the American Physical Therapy Association.

LOOKING FOR EXPERT ADVICE?

Experts here are available to answer all your questions!

Please contact us for more information about this feature, or to become an expert.

MEDIA CENTER

Interactive Media

Resources

	Classifieds
	Calendar
	Consumer Resources
	Media Kit
	Advertiser Index EAB Reprints Submit an Article

Featured Jobs

District Operations Manager
Wilkes-Barre, Pennsylvania

Biomedical Equipment Technician

Family Practice
Texas

More Jobs...

Find a Job

www.thejobcure.com

ADDITIONAL ONLINE RESOURCES

Allied Healthcare		Medical Education
24X7mag Clinical Lab Products (CLP) Orthodontic Products The Hearing Industry Resource Rehab Management	Physical Therapy Products Plastic Surgery Products Imaging Economics RT Magazine Sleep Review	medCME
		Practice Growth
		Practice Builders

Become a featured employer

Featured Employer

Pamida

Be a Part of Our Growth At Pamida!

Pamida currently operates over 144 pharmacies, serving rural communities in a 15 state region. Our 5 year plan includes aggressive growth in all 15 states. We want you to be a part of our success!

View All Pamida Jobs

March 2003