Staying ahead of the curve
The practice of medicine – and medical practice management – is constantly transforming and evolving, with ongoing developments in areas such as science, technology, compliance, reimbursement and personnel.
To thrive in today’s rapidly shifting health care environment, your practice needs to develop a culture in which change is anticipated and actively managed. In the business world, they call it “change management” — a mindful, multifaceted approach to recognizing when change is necessary and helping everyone in the organization adapt to it as smoothly as possible.
Tips to consider
For physicians, medical practice management can be especially complicated because, inevitably, change affects patient care. Here are some tips to consider:
Explain the issue and the reasons for the change. Identifying, defining and articulating the particular issue and the reason a change is needed is important. This includes not only for you and your fellow physicians, but also other staff, any contractual providers you work with, vendors and patients. Whether adopting new technology, changing workflow to improve efficiency, interacting with patients differently or responding to new regulations, it’s important to share the rationale.
Develop a vision and a strategy. Generate a clear vision of what the change will accomplish and share it with everyone at the appropriate time. At first, you may want to discuss the change with only those who will be implementing it. Then create a well-defined strategy that breaks down the steps you’ll need to take to attain the vision. Develop a timeline with realistic expectations.
Lead and communicate. Leadership in your medical practice management is required to guide change. This means communicating effectively, maintaining the visibility of the change and providing accessibility to those who wish to share feedback. The bigger, more complicated the change — such as adopting a new electronic health records system, transforming workflows or even bringing in partners — the more important it is to keep everyone engaged and informed. Doing so often requires multiple approaches and channels of communication, including meetings, emails and training sessions.
Engage and train staff. Work with employees as early as possible in the process. Involve them in the planning and decision-making, as appropriate and feasible. Ensure staff receives the resources and training needed to do their part in implementing the change. Stay receptive to suggestions and complaints, encouraging input so they feel empowered and engaged.
Manage resistance. People tend to resist change — even when they understand the need for it. And resistance is particularly common when change is imposed from above. Expect and acknowledge staff or patient concerns.
6 key steps to successful tech transitions
Bringing new technology into physician practices — whether it involves medical equipment or systems related to electronic health records, billing or even telecommunications —is rarely easy. Here are some ways to help ensure tech transitions are successful:
Evaluate needs. Determine your practice’s needs and goals and determine which technology can improve efficiency or patient care.
Shop around and talk to vendors and other physicians about their experiences. Consider factors such as cost, ease of implementation, need for training and how well the new technology will fit into your current workflow.
Plan the process. As with change in general (see main article), create a plan for integrating new technology. Determine roles, create schedules and develop a budget.
Provide training. Make sure staff is appropriately trained by providing time and necessary resources. If the technology involves online access, ensure cybersecurity training is part of the overall training matrix.
Evaluate performance. Regularly monitor the technology’s performance to determine whether it’s being used effectively and appropriately. Gather feedback from staff and patients to ascertain whether modifications need to be made.
Provide ongoing support. Not everyone adapts to technological change as well as others, for any number of reasons. Make sure users have technical support in case of problems.
Whether your practice is adopting new technology or upgrading to new versions of existing technology, a lot of headaches can be involved. Nobody said medical practice management is easy. But following a standard and comprehensive process will help smooth the path.
If employees resist, identify the root cause. Are they worried about job security? More work? Do they lack the skills to implement the change, or is it simply a matter of confidence? If the resistance comes from patients, listen to or read what they say carefully. When responding to either group, reiterate your rationale and emphasize the likelihood of producing the intended positive outcomes.
Be flexible. Although you want to fulfill your vision, allow for some flexibility as the change occurs. You may need to modify your strategy if unforeseen problems arise or staff or patient concerns turn out to be legitimate. Depending on the situation, be ready to adjust without compromising your stated objective.
Rejoice in success. As you and your staff complete change-related projects, or even hit key milestones, celebrate. Throw a party. Bring in fun food. Hand out gift cards. Do whatever is right for your practice’s culture to communicate that you can accomplish change and employees don’t need to fear it. Recognize the hard work and dedication of both the organization as a whole and specific individuals involved. Doing so will make the next change even easier!
Mission critical
Change can be difficult, but it’s often necessary for both the health of your patients and the success of your practice. That’s why, for physician practices, mastering change management is mission critical.
The professionals at Sol Schwartz & Associates have been supporting physicians, dentists and other medical professionals for decades. If you’d to talk with us about how we can help your practice thrive, leave us your contact information below and we will get back to you promptly.
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