Dr. P is a partner in a three-physician practice that has been pinched recently by increased costs of running a medical business. The group has identified several areas of concern, including staff inefficiency. Much of the staff’s wasted time is spent taking calls (or texts) on their personal cell phones during business hours. The practice has tried to set parameters for the staff regarding allowable cell phone usage, but this has not gone well. Some of the strongest employees of the practice have commented that it is difficult to follow cell phone usage rules when the example that Dr. P, who is frequently seen on the phone, is so poor. To make matters worse, Dr. P’s personal phone use is often not related to patient care and occurs in highly visible areas of the clinic.
Diagnoses:
There are two conditions that need to be addressed in this case.
- Leaders not leading
- Different rules for physicians vs staff
Recommendations:
- Address staff’s observation with Dr. P (See our Blog Leaders Are Role Models)
- Try redirecting Dr. P to follow policies set for others or at least use the cell phone more discretely in private areas
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