Right?
The
problem is not having written Policy Statements in your office can lead
to workplace misunderstandings and that’s really not something you want to have
in a medical practice.
And, of
course, this is applicable to practices both large and small.
Misunderstandings
For
example, during a staff meeting one of the physicians might say that he thinks
staff should be wearing more professional attire. It’s an understandable
assertion.
The
problem is, someone in the back office may think the physician was talking
about people in the front office and disregard the comment. However, the people
in the front office may end up feeling resentful that they are now required to
wear certain attire while people in the back office, who also come into contact
with patients, are still wearing scrubs and tennis shoes to work.
In a
medical practice this kind of grumbling and resentment can lead to low morale
and could eventually have an impact on productivity. Additionally, patients may
sense practice staff’s low morale, thus negating the goal of the improved dress
attire in the first place.
Inconsistency
In
another scenario, supervisors in different parts of the same practice misinterpret
a physician’s decision, leading to inconsistent activities by different areas
of the same practice. In some cases you could even have a supervisor who
ignores the physician’s request or intentionally misrepresent it to staff. That
means even a well-informed initial decision can have unintended (and sometimes
devastating) consequences.
Solutions
Having
written policies can alleviate these problems, which is even more important in
today’s complex medical practice world. In addition, it adds transparency so
that employees know what is expected of them and they’re left a little more
assured that everyone is being treated fairly.
Creating
a policy manual usually involves understanding how the practice has operated in
the past, creating policies that reflects the good decisions that have been
made, and getting them in writing so everyone can have access to them. Your
policy manual should reflect your practice’s philosophy as it relates to the management
of your team.
A Policy
Manual can offer your practice the following benefits:
- Creates an organizational culture of communication and transparency.
- Serves as a guide for supervisors in training new staff, dealing with staff-related issues, making decisions about the practice, and ensuring the health and safety of both employees and patients
- Establishes the legal parameters of the employer
- Provides an opportunity to communicate with all staff about the practice’s approach and philosophy on a variety of issues
- Serves as a training tool that the practice can use to educate new employees about the way the practice operates
- Can be used as documentation that you are committed to the health and safety of staff and patients. A policy statement shows effort on the part of the practice to comply with laws like EEOC, FMLA, and more.
- Can become a resource for supervisors in managing complex areas. Medical practices are complex entities with huge impacts on the lives of so many.
What
kinds of policy statements should your practice include in your Policy
Manual? Of course you’ll want to have sections on appointment
scheduling and clinical care, but we also recommend some of the following:
- Using personal cell phones during work hours
- Employee expectations related to attendance
- Confidentiality of patient information
- Internet usage
Whatever
policy statements you have in place, be sure to share them with all staff and
have them in a place that is easily accessible to all.
