Staff Problems
One of my employees is going to medical school. She is in her mid-40s and does a fantastic job. There is just one problem: she calls one of the younger doctors by his first name.
Outside of the office, a lot of us will socialize on occasion, and there are no formalities in terms of how people are addressed. But in the office, in front of staff and especially patients, the doctors don't go by their first names. It is Dr. ________. To do otherwise shows a lack of respect.
I've talked to the woman-in-question about this several times, and for a while she follows protocol. Then she will invariably slip, and the doctor-in-question will pull me aside to complain. I am quickly reaching a crossroads over this, as her behavior ultimately reflects on my leadership. I know it sounds crazy, but I am on the verge of firing her for not properly addressing a staff doctor. Has anyone else had a similar experience?
As if that wasn't enough, another employee who I paid an agency $4,000 in fees to hire has just given her notice after only working in our office for 5 months. I've heard of other offices who make a deal under-the-table with their potential employees to circumvent paying the agency fees. I refuse to do something so unethical, but I have to admit it's very tempting.
On a final note, I'd like to thank everyone who took the time to respond to my previous post about the doctor at my office with diabetes. I wrote it in a very emotional state, and by the next morning I realized it was something that just wasn't my business. Or rather, our relationship involves business, and that precludes me from commenting to him about something so personal.
Labels: healthcare management
posted by Anne @ 5:28 PM
13 comments
13 Comments:
Get out of the middle with the med student employee and the physician. You have intervened enough. It's time that your doctor simply say to this woman that at work he is ALWAYS Dr. Blah. Outside of work, it's different. I don't think it has anything to do with respect, but more with comfort level.
Half of the docs in my office want to be called by their 1st names, and the others want to be called, "hey, you," or Dr. Blah.
Stop feeling awkward about your abilities as a manager and have the two of them hash things out. It's silly that you've even had to waste more than 10 minutes on this.
My take on your 2 issues:
1. Is there a reason why the physicians come to you rather than to address this person when there is an issue? It seems like talking about the issue later and coming from a different person is the physicians way of skirting the issue. Direct confrontation and correction seems a better tact.
2. Our office has paid the fees and had employees quit as well. We did have a contract from the employment company that the person had to work a minimum amount of time or the office would be refunded for some of the stipend.
I agree with the first commentary. At some point, it will be more expedient for the doctor to handle this issues directly. It may be out of courtesy to you that he asked you to handle it or he may feel uncomfortable doing it himself, probably the latter. A well-placed comment from him will go far.
I have had mixed experience with using agencies in the distant past. We have been blessed with a very stable workforce. Making an arrangement with them about employees staying a certain amount of time is the best way to go.
As for the issue with your boss, good for you for leaving this on the personal side. No one gets overweight without having some issue they are dealing with that they are all too aware of. Be a friend and good employee, that's all you can do.
Agree w anon post. Get out of the middle. This is not worth worrying about.
Re the employment fee, check agreement with agency. Possible either $ or credit return if their person did not work out. Maybe get free advertising. Most likely, you are out the money unless you had an agreement with someone.
I agree totally. The doctor needs to confront the employee himself. Mabe if she understands that HE wants to be addressed as "Dr.", she'll get the message.
Regarding the employment agency - we had a similar situation. I discussed it with the employment agency and they agreed to find a replacement for free. If they want a long term relationship with your practice, they should be willing to help you find a replacement at a reduced cost or for free.
Well at the risk of being labeled "WEIRD" I have to say that doctors in large practice will typically go to the Administrator because that is their job. They are there to deal with the "problem children". That being said, I have to ask - is there a personnel policy in place that dictates the proper way to address physicians? If not, it is something to consider in the future. If you have talked to her routinely and she continue to fall back into the casual style, I would do a formal counseling session so that she understands the gravity of the situation. In large practices, professionalism can quickly go astray if there are not clear cut ground rules.
As for the second problem, it is a lesson learned. When hiring employees through agencies in the future, may I suggest that you have a formal agreement in place. Should the employee (that you just paid $4,000 to hire) leave your employment through no fault of the practice within (12 months or whatever you decide), they will need to repay those fees you paid.
Calling a doctor by his/her first name is not disrepectful, especially since these days the salutations for doctors vary. Some physicians prefer to be called by their first names, some as Dr.first name, and some as Dr. last name. At my community health center all staff, including doctors, tend to use first names. Unless there is a policy to the contrary, I think you are making a mountain out of a mole hill. By the way does this doctor call your staff person by her first name or by Ms. last name? What makes the preface of "Dr." more worthy of this type of respect than Mr., Ms., or Mrs.?
Good article Anne! I have four practices in a teaching environment. (100
residents and 30 faculty in four programs: IM, FM, OB, and General
Surgery). I have a similar policy and often have had to review it with
staff: "that the physician is to be address (INCLUDING RESIDENTS) as DR.
__________." On the flip side I have counseled faculty and residents
that it is appropriate to address the MA or front office by a "first
name" but not by a "last name" (unless that has become a common nick
name that the employee prefers). Thus, instead of saying.."Rimmer, I
need you to get a widget tray". I doubt that you commonly go by
Rimmer..but prefer Anne. It's been more of an issue with the Residents
than the faculty, but I discover that the faculty picks up on it also.
Again, thanks for the article! Peter
I doctor needs to stand up and tell her that she needs to address him as a professional in the office. The doctor needs to address it now!
If the doctor prefers to be called Dr. Doe, instead of first name, he/she should inform the staff person. However, does he address the staff person as Ms. Jones?
and does he/she address patients as Mrs. Smith, or Mr. Clark? Respect works two ways.
please check your contract with ther agency....usually there is a clasue about employees leaving before one year....the fee gets prorated.
Become very formal with this lady. Follow your office policy for disciplinary action. Usually this would be an oral warning (of course you still document in writing that this was done and it great to have her sign it)then you would have a written warning and finally dismissal. Make sure you outline the consequences if she continues to disregard the correction (this would help in the future if she wanted to file a grievance with the employment commission). This will keep everything very business like and help reinforce the attitude you are trying to get all of your staff to have.
Dot
Post a Comment
<< Home