7 Pointers To Keep Your Staff Motivated and Happy


I’m sure you have heard the saying “When you look good, you feel good. If you feel good, you will always perform your best without worrying about anything.” In my prior post titled “9 Tips On Improving Patient Loyalty” from October 23, 2015, I talked about how brand loyalty begins with the staff. Your front desk staff are the first people patients see when they enter and the last people they see when they leave. Cheerfulness from your staff is absolutely crucial and will translate an air of positivity over the phone and in person. In a healthcare market research survey by Press Ganey Associates of 1.4 million patients treated at 5,400 sites nationwide, overall cheerfulness of the practice came in as the number 2 patient request, right under sensitivity to the patient’s needs. Overall, the likelihood of the patient recommending another patient to your medical center can be seen based on these priorities. You can view the results of the study here.

Inspiration and enthusiasm starts with physicians and the office manager, so what you can you do to ensure that you staff remains jovial and allows your patients to leave satisfied with their entire experience with your practice? Here are 7 pointers to help keep your staff motivated and happy:

  1. Embrace flexible work schedules. Typically, medical practices have established schedules and routines, so flexibility of staff schedules may not be an easy pill to swallow. However, when you allow someone to have flexible work options, it shows them that you respect the fact that they have lives out of the office. If you ever need to leave early for any reason, they will show that same level of respect and ensure that “fort” is secure.
  2. Show your appreciation. Anytime your staff is doing work be considered to be above average, thank them for it. Do not neglect those employees or take superior performance for granted! If they are unhappy, they will leave. Also, remember that training new hires is expensive and time consuming. Thanking an employee or handing out small rewards for good work can go a very long way.
  3. Give employees what they need and want. You should not assume that all of your employees has all the tools, training, and support they need to complete their work. Personally check in with them to see if they need anything.
  4. Ask for their opinion of matters relating to procedural or interoffice changes. Having a managerial style that allows for collaboration will make your staff feel empowered. For example, ask a nurse how she would have cared for a particular patient or ask your front desk staff what forms they feel should be downloadable on your website to help speed up the check in process.
  5. Understand your employees’ desire to bond. In a study published in the Harvard Business Review, where it says that “The drive to bond is best met by a culture that promotes collaboration and openness.” Learn to have a management style that is hands-on, rather than out-of-sight. Communicating with your employees via email or instant messenger will inevitably cause them to feel detached and lose the employer-employee relationship that enhances overall job satisfaction. You do not have to become best friends with your employees – just make your presence felt in person.
  6. Take them out and ask them about their career aspirations. This will have multiple effects. It will foster the bond I was just talking about, as well as provide you with a candid look into their overall job satisfaction. Ask them about whether they are content with their current salary and position or if they are looking to move up within the practice. Providing them with new opportunities will show them that you appreciate the work that they already do and have faith in their ability to take on additional tasks or excel in other areas.
  7. Implement incentive programs. A study by the International Society of Performance Improvement showed that incentive programs:
    • Can improve performance significantly. The study found that performance could be increased by 22 percent in individuals, and 44% in teams.
    • Can improve employee engagement. Performances improved by 15% when rewards were offered, and if employees were rewarded again to continue performing well, the improvement reached 27%.
    • Can attract high potential employees. And these high quality employees are also more likely to stay when incentive programs are in place.


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