Without a clear vision for success or the right administrative systems for support, even well-staffed healthcare organizations can struggle.
During an interview with MGMA Insights Podcast host Daniel Williams, MGMA consultant Dawn Plested (who contributed to the Advanced Strategy book series) discusses the fundamentals of leadership and human resources systems in the medical workplace.
Plested explains that well-defined leadership models, hiring strategies and training programs all help build a strong workforce while fostering a thriving workplace culture and improving employee retention.
“You need to be strategic and be thoughtful and intentional with your design,” she says. “Have a handle on what your mission, your vision and your values are, and stay centered on that. Remember who it is that you’re here to serve. Think through the lens of your patient, and what makes for good patient care.”
Leadership shapes organizational culture and administrative structure
Administrative structures form the foundational backbone of a medical practice. Unfortunately, many clinicians looking to start or better manage their own practices find themselves overwhelmed by other tasks, often neglecting the importance of their own organizational culture.
Much like the old adage, “culture eats strategy for breakfast,” Plested says effective leadership and organizational culture defines and drives the success or failure of a healthcare business. Leaders must be proactive in shaping a culture of collaboration and continuous improvement.
Choosing a leadership model
As a first step, according to Plested, leaders should consider what sort of model they wish to employ in their practice. Will the more traditional, top-down hierarchical leadership produce better results than a supportive, servant-styled leadership, or a transformative leadership style that encourages innovation and adaptability?
“If you’re not a nimble organization, why are you an independent practice,” Plested asks. “You should be able to move like you’re not bogged down by bureaucratic layers that you see in larger systems. You have to have the structures in place from an administrative perspective that allow you to trust and delegate to your employees.”
Staffing is a growing crisis
Central to a successful administrative vision is a strategic response to the staffing issues that have blossomed since the COVID pandemic. High burnout rates, an increased competition for talent and an overall shortage of skilled healthcare professionals has made it difficult for practices to retain and attract staff.
“You need to be looking at it through the lens of patient volume and the services that you plan to offer,” Plested explains. “You want to invest in your staff and have them sense and understand the growth opportunities for their career, and provide ways for staff to develop within your organization.”
In addition to getting serious about standardized leadership training and mentorship programs, Plested emphasizes that practices must ensure their compensation packages remain competitive. Investing in employee well-being means healthcare businesses must also recognize and reward employees who embody the practice’s values.
Employees seek purpose in their work
Compared to their older peers, younger workers increasingly want purpose-driven jobs, and practices need to help those employees feel that they are making a difference.
“The good news is that healthcare is a fantastic place to provide purpose-driven work, Plested says. “We are saving peoples’ lives, and we have a huge opportunity to impact people’s health in such a positive way. But we can lose sight of that pretty quick if we’re not very thoughtful about the culture we’re trying to build.”
Plested argues that a positive work environment and an environment where it’s enjoyable to spend time together can further build employee retention. Healthcare workers spend more time with coworkers than family, so practices should prioritize creating a culture that enhances the employee experience.
Building a patient-centered administrative process
All of the best administrative plans depend on two-way communication with patients, where patients feel heard and changes are made in response to their needs.
“You really need to be thoughtful throughout the design of your practice operations to ensure that the patient is driving this show, and that there is an open-door communication process,” Plested highlights.
In practical terms, she says this means both streamlining your mechanisms so it’s easier for patients to get scheduled for visits while also making sure providers make the best use of their in-office time with those patients.
Regulatory compliance and HR risk management
Practices also need to remain mindful of compliance issues. As few can afford a full-time in-house legal counsel, a compliance assessment can be helpful in avoiding problems before they occur.
“Make sure you have a robust policy and procedure manual and an employee manual in place, that you have somebody walk employees through both,” Plested adds. “What are the state and federal regulations specific to your specialty, and what do those policies and procedures need to look like? Get it documented, and get them trained.”
Continuous quality improvement initiatives can help mitigate the risks by ensuring compliance. Also be sure to designate a local expert on risk and safety who can share that information with staff responsible for compliance functions.
Action items for medical practice leaders:
- Define and document your leadership model to establish a strong organizational culture
- Build and maintain a clear administrative framework
- Develop a strategic workforce plan and management program
- Benchmark and maintain competitive compensation packages
- Create a purpose-driven work environment
- Implement two-way communication channels with patients
- Conduct regular compliance and risk assessments through an assigned compliance and safety expert
- Initiate continuous improvement programs
Resources:
- Connect with Dawn Plested on LinkedIn
- Dawn is a contributor to the MGMA book Advanced Strategy for Medical Practice Leaders: Operations Management Edition
- MGMA Insights Podcast
- MGMA Consulting
