Managing the relationship between patients and staff can make or break an organisation.
A simple test to identify if there is an issue is:
Do the staff who deal with patients, complain about the people they deal with? If so, the people they deal with most likely complain about your staff too. Which is never good for business. As a GP Practice, there isn’t much you can do to change the Great British public. KHES have worked with many clients in the hospitality, healthcare and retail sector over the last 15 years. We have yet to come across a successful attempt to change the attitude of the people who come into the surgery without first changing the attitude of the staff.
This is not to say that staff in surgeries or restaurants and so on, should have to experience behaviour that is unacceptable. But there is a lot that can be done to prevent this behaviour in the first place.
How the manager behaves is key to ensuring employees prevent friction with your clients. The Dalai Lama was once asked how to teach morality to children… He answered by saying “you don’t teach it you show it to them”. If you are a manager, it is important to not join in with staff complaining about awkward patients. Create clear boundaries and a consistent set of rules, and follow the advice of the Dalai Lama. It is much better than spending money on the latest team-building motivational event.
Finally, if you are one of the people to appoint a manager, don’t give the position to someone who wants to be a manager simply because they can’t stand doing the job itself. A manager should always be prepared to do the jobs of the staff they supervise.
If you want to talk further about how to manage staff, feel free to call us for a chat on 0161 850 1122.