Volume 45
February 10, 2021
2021 Snapshots: For the Better
  • Rubik's Cube
  • Motivate, Train and Recognize
  • Interpersonal Skills
  • PET Project
  • Daily Discipline
  • Take Responsibility
Like a Rubik’s cube, there are many ways colleagues can be empowered to reach professional objectives. In this case, disciplined methods of increasing wellness referrals and improving patient outcomes are the practice growth puzzles we need to solve. Unfortunately, it is not this quick or easy.
With educational goals emphasized, eye-catching displays placed, launch meeting complete and motivational contest announced, your wellness referral program is ready to grow. With this formidable foundation, your practice should strive to be a center of excellence where people and processes consistently achieve S.M.A.R.T. Goals. After years of experience, team members’ baseline skills are ingrained, with some having more intuitive and effective referral conversations than others. With continuous improvement essential, individualized coaching will enhance your team’s abilities and confidence.

While colleagues’ different communication styles require flexible training approaches, we actively seek daily opportunities to discover how your expert care can help those in need to hear and live better. Effective training consistently adapts to each individual learning journey in ways that positively reinforce progress in mastering interpersonal skills. In doing so, we should always encourage individual expression, style and ideas.
Here is a trio of proven methods to support Personalized Educational Training, a PET project:

  1. The daily discipline of caring conversations is guided by knowing what to say and how to say it, with proper timing. To start, simply written scripts are handy references. By envisioning clinical flow, from reception to exam, from final fitting to check out, from clean and checks to repairs, think logically about 1-2 sentences ideally said in opportune moments. As a group, map out this numbered sequence and document consensus phrases. Then, with this baseline, constructively challenge each team member to select sequence steps they are typically involved in and translate group thinking into their own words.
  2. Just as healthcare professionals practice medicine, it is helpful to practice what you say and how you say it throughout referral process. While most know role playing can assist in building confidence, few are comfortable with it, especially with peers. Meanwhile, most colleagues constantly have feature rich mobile phones near and dear to them. One feature on their phone or via free applications enables video to be easily created. Once colleagues create their own written scripts, suggest they practice privately by creating self-videos, perhaps with family members or friends they are comfortable with. When done at least once per week, for one month, they will take pride in (literally) seeing their own progress. Then, in due course, they may be confident enough to role play more publicly with peers.
  3. People support and are more likely to take responsibility for what they help to create. This leadership principle is vital with personalized training programs. Best practices take this to heart and invest quality time in co-creating processes which empower their colleagues to prosper. Apply finesse as you provide a “safe place” which encourages colleagues to express their individual styles and ideas, self-assuredly. They will delight in the autonomy, being more motivated to lead peers. You will, over time, revel in seeing how they positively impact practice culture and growth.
Hundreds of patient interactions per week and thousands per year, in clinic and in community. When properly viewed and enthusiastically acted upon, each precious moment can stimulate more wellness referrals. For your team to most effectively capitalize on these golden opportunities, they must be well-trained to do so. That’s Why.

Next week we will explore how to recognize peer progress in personalized ways that will be well-received. See you then.
Bruce Essman
High Definition Impressions (HDI)

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