Building Open Communication and Accountability in Specialist Clinics

The Challenge

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When a group of 20 medical clinic leaders (specialist clinic) and I first met, they were looking for a way to seamlessly create open communication in their clinics, directly improving daily productivity and efficiency. They wanted strategies tailored to each unique staff member’s abilities and personality, allowing them to set expectations and hold both physicians and staff accountable—without feeling awkward or anxious about these conversations.

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They really wanted to cultivate a sanguine culture among their staff, avoiding “difficult conversations” while still ensuring accountability. However, they lacked an HR person in their clinics and didn’t have the time to develop these leadership strategies on their own.

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Results

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Now, these clinic leaders have a structured, practical approach to fostering open communication, setting clear expectations, and holding their teams accountable with confidence and ease.

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Not only have they gained a more cohesive and motivated staff, but they have also created an environment where communication leads to increased billing, better patient care, and high morale among employees.

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How Did We Get Them Here?

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We designed and delivered a 1.5-hour leadership workshop tailored to their time constraints, reaching leaders across the province of Ontario. Our approach included:

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• The Human Scaffold Method (HSM) to maximize engagement and application of concepts.
• A 5-minute pre-read video provided ahead of time, allowing participants to absorb key concepts in advance.
• A fully interactive experience where participants pressure-tested concepts through case studies and gamification.
• An easy-to-follow, actionable action plan for setting expectations and ensuring accountability.

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Impact on Clinic Leaders, Staff, and Patients

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• Clinic Leaders: Equipped with clear strategies to foster accountability and communication, reducing stress and increasing clinic efficiency.
• Staff: Motivated and engaged teams with a positive, trust-based culture.
• Patients: Improved care quality and clinic organization, leading to better health outcomes.

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By applying this approach, these leaders now have a powerful framework to create a thriving clinic environment where communication, efficiency, and morale work in harmony.