Working with a high performing physician who generates substantial income for your hospital, but receives frequent complaints, can be difficult and challenging. Disruptive behaviors are not uncommon, even among highly respected and extremely competent individuals. Patients, their families/caregivers and other healthcare professionals in your hospital suffer. You may be facing a situation like this now, and if you are, you are not alone. Over time every organization will be required to address these situations.
Making sure that you fully understand these complaints and determining how to manage them requires balancing the needs of multiple stakeholders; the physician, the hospital and the patients who rely on you for their healthcare needs. You want:
You need engagement, trust and support from all three. Supporting the physician with feedback and coaching designed to bring about targeted improvement can serve all stakeholders.
Once you have determined that you have a doctor exhibiting disruptive practices that aren’t directly related to medical or clinical knowledge, consider the Javelin interpersonal skills remediation program. We can’t take over the responsibility for physician development – that requires skills that you have. However, we can support you and your program; and importantly your physicians in developing stronger interpersonal skills. This translates into better performance that will benefit patients, their families and caregivers, other members of your medical team; and certainly the troubled physician.
We draw on deep and expansive experience as industrial and organization psychologists, behavioral scientist and practitioners to understand why a person is faltering and how to help them make positive change. Not everyone is willing and able to change, but for those who are we can help. Our goals are simple. We want your people to succeed and surpass your expectations; and if they can’t, or won’t, we want you to know, and your documentation to show, that you have done everything possible to help them. If they fail to improve, they will own their failures and it will be despite your best efforts.
Our remediation process is fast, straightforward and effective. It only takes a quarter to bring about positive change, or to know that change is not going to occur and begin to consider alternate strategies.
The chart below outlines our process.
The process requires commitment and effort from three unique parties; the resident, JAVELIN and the residency program director or delegate. Below is more information on each step in the process.
A physician will clearly understand what he or she needs to change and will have clear objectives to help achieve the change. Objective measures will allow all parties to evaluate performance and change, enhancing engagement and trust and minimizing arguments and conflicts. Feedback and coaching from professional coaches will support and encourage each physician in making needed improvements. Javelin’s professional coaches will carry much of the day to day work, but for this to be fully effective hospital leadership must stay engaged – in providing performance information to Javelin to be incorporated in the planning and execution phases and in continuing to coach and develop the resident.
Are you ready to address these difficult issues with a partner who will treat your team with dignity and respect and ensure the best possible support? Contact us