Same-Day Surgery Manager: Solutions that work for difficult staffing issues
Solutions that work for difficult staffing issues
By Stephen W. Earnhart, MS
CEO
Earnhart & Associates
Austin, TX
I receive some interesting questions as a result of Same-Day Surgery newsletter. Some are funny, others serious; there are a few sad ones, and some are outrageous. I tried this month to pick ones that I think might be universal to all surgery providers. I hope you agree.
Question: I (director of surgical services at a hospital) am having a very difficult time with several of my staff members. They have formed a 'clique' and are very passive-aggressive with myself and the rest of the staff, and they are making it close to impossible to have a cohesive team. They have done a great job sucking up to the surgeons (who think they walk on water!) and are very close to being completely insubordinate to my authority. I cannot fire them for many different reasons, but I also cannot continue to deal with this on a daily basis. Any ideas?
Answer: What you describe is not at all uncommon. Many staff members form alliances at their workplace. Hopefully you are not upset because you might have been left out of that 'clique' and are taking it personally. You shouldn't, because then it becomes an entirely different problem!
My approach and advice to you is to address the issue head-on! Meet with the members of this group, and let them know your concerns. What you want to do is establish constructive communication. Is any member of that group actually involved in activities at the hospital other than just working there; i.e. on any committees, outreach programs to surgeons offices, patient pre-or post op calls, etc.? (You probably can see where I'm headed here). I have always maintained that every member of every staff needs to have more than just a job that they go to. Surgical departments, for the most part, are relatively small and easy to get staff involved in. Are their jobs threatened, or are you facing cutbacks that have them scared for their positions? Fight or flight; it is real!
Meet with them informally if you can, and do not expect changes overnight. It sounds like they are valuable assets, and you need to find a way to constructively communicate!
Follow up to this issue: The director did meet with the staff members. It turns out it was more of an issue with the director wanting everyone to like her and not the staff members. She became hostile to the group, and the issue quickly escalated. It eventually reached a point at which it came to the attention of members of the Surgical Committee. They felt that the director was not effective and recommended to the hospital administrator that she be replaced. Ouch!
Question: The medical director at our surgery center is too busy to work with us. She is an anesthesiologist and the head of her group of about 40. She is rarely here. When she is, she is always on the phone with the other surgery centers that her group covers, and she is delaying our cases because of it. Her own staff complains about how inconsistent she is and how she turns the place upside down the days she is here. She was appointed by the surgeon board, and they are OK with her, but the rest of us are not. Thoughts?
Answer: The most important thing is that the surgeons are OK with her. Most surgeons do not want chaos in their center — rightly so — and often want to avoid confrontation, so tread lightly. I would recommend that you sit down with her and explain your concerns and not escalate this issue. Ask her how you can help her organize her services better to the center.
FYI: This administrator called me a week after this note. She did meet with her medical director and explained everything. The medical director apologized and recommended that she recommend another member of the anesthesia staff to be the medical director, as she was just too busy to give the center the attention it deserved. That was done, and the board approved the change. Everyone is happy as of this writing. [Earnhart & Associates is a consulting firm specializing in all aspects of outpatient surgery development and management. Contact Earnhart at 13492 Research Blvd., Suite 120-258, Austin, TX 78750-2254. E-mail: [email protected]. Web: www.earnhart.com. Twitter: @SurgeryInc.]
I receive some interesting questions as a result of Same-Day Surgery newsletter. Some are funny, others serious; there are a few sad ones, and some are outrageous. I tried this month to pick ones that I think might be universal to all surgery providers. I hope you agree.Subscribe Now for Access
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