Bryan Oh, MD, an orthopedic spine surgeon with BASIC Spine in Orange, Calif., discusses six key factors for building positive employee culture at spine practices. 1. Screen employee candidates for positive attitudes. Spine patients can be a challenging demographic to care for because many have suffered with chronic pain for long periods of time. The ideal staff member at spine practices is able to maintain a positive attitude and create a comforting culture for these patients.
"By the nature of the business, spine patients are challenging," says Dr. Oh. "The spine world is also very competitive, which can make a challenging environment even more stressful. I think the most important thing for spine groups is to screen new employee candidates on who has a good attitude."
The most successful employees will also be able to work as a team. They should be self-starters who can anticipate issues instead of reacting to problems. These qualities will strengthen the group's culture and create a more positive environment for patients.
"These employees can't just sit back and collect their paychecks," says Dr. Oh. "They need to work and be driven to help patients get better."
2. Commit to team building. Even though the best employees are self-starters, they also must work well with others. Caring for a spine patient requires several specialists, and staff members must be able to communicate easily with other people.
"Employees at all levels should see themselves as a vital part of the spine center's success," says Dr. Oh. "They are part of a team, and if they think they are building something along with the surgeons, they are more likely to perform well."
Leaders of the group can either tell people they are part of an "important team" directly — but that may seem too paternalistic; instead, they can ask employees for their opinions on dealing with different issues or cases.
"Ask what they would do with a particular patient, or how they think the case should proceed," says Dr. Oh. "They are the people who see the patients from day to day, and they have a different perspective than the surgeon."
3. Give employees a handbook and make sure they stick to it. When new employees come on board, make sure they receive and read the employee handbook. They should also sign a form stating they understand the handbook and agree to comply with company rules.
"The handbook lays down the ground rules for a successful employee," says Dr. Oh. "It establishes you are serious about this endeavor. Additionally, if they aren't performing up to standards in the future you can tell them how and show them in the handbook."
As employees move along with your practice, document any situations where they violate rules in the handbook and work with them to reverse any negative habits they have. If the employees still don't act appropriately, you may need to terminate their position.
"Make the case that they shouldn't be part of the company," says Dr. Oh. "This is critical in this day and age when the economy is still struggling and people don't want to lose their job. If you don't document, the employer on the back end could get in trouble."
4. Hold regular employee meetings. Gather all employees for weekly meetings to discuss upcoming issues, such as coding compliance or collections patterns. You can also take this time to reiterate employee expectations and build relationships within the team.
"These types of meetings hold people accountable and helps you realize when there is a conflict brewing," says Dr. Oh. "Hopefully, the meetings will allow you to address these issues sooner rather than later."
5. Recognize outstanding employees. Make sure to recognize good behavior and work ethic among your employees. The most outstanding employees might receive an extra bonus, but even everyday recognition and encouragement can make a big difference to employee morale.
"If someone has done a really good job, we will give them a snap bonus on the spot to recognize that this is a job well done," says Dr. Oh. "Other times we pull employees aside and thank them for their work. The personal recognition goes a long way."
Dr. Oh makes sure to tell employees how much he appreciates their efforts when they go above and beyond their expectations. "It might not have any monetary value, but a simple acknowledgement really makes people feel good," he says.
6. Host events for employees. Sometimes the ever-day grind of the workplace can become monotonous, and employees might slip into a slump. Mix things up once in a while by hosting a happy hour or another team event for employees.
"Funding parties or happy hours are very important," says Dr. Oh. "We have a lavish Christmas party every year. Some people think these types of things are a big expense, but employees really appreciate them."
Beyond just hosting the parties, BASIC Spine goes a step further and closes the office early on those nights so employees have time to freshen up before the big event. "These details can be very important to employees and make a big difference," says Dr. Oh.
Dr. Bryan Oh with BASIC Spine is board certified in Neurological Surgery and received his medical training at Stanford University with a residency in neurosurgery and fellowship in spine surgery at the University of Southern California.
Dr. Oh was a faculty member at the University of Texas at Houston Medical School and was Director of Neurotrauma for the busiest Level One Trauma Center in the United States. Please follow us on facebook, google+ and twitter for updates!
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