Strengthening Communication Between Nurses and Administrators

The Challenge

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When the team-based medical clinic and I first met, there was tension between a group of nurses and administrators. The primary issue arose from the workflow—nurses were generating tasks while administrators, who are more introverted and hesitant about confrontation, had to prioritize and manage the workload. Due to their reluctance to proactively provide feedback, open communication was lacking, which ultimately hindered the clinic’s ability to optimize patient care.

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They really wanted to create an environment where both nurses and administrators could communicate openly and work together more effectively. However, the administrators' discomfort with confrontation and the lack of structured processes made it difficult to bridge the gap.

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Results

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Now, the team has developed stronger trust and communication, leading to a more streamlined and optimized clinic workflow. Administrators feel more empowered to communicate their needs, and nurses have a better understanding of how their work impacts the administrative team.

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Not only has team collaboration improved, but patient care has also become more efficient due to enhanced workflow processes.

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How Did We Get Them Here?

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We conducted a full-day retreat focusing on:

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• Practicing vulnerability to build trust and encourage open communication.
• Exploring internal and external self-awareness to enhance team dynamics.
• Improving overall clinic processes, including workflow optimization.
• Applying the Human Scaffold Method (as outlined at www.humanscaffold.com) to facilitate interactive discussions and problem-solving.

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Through this approach, we helped foster a culture of mutual respect, collaboration, and efficiency, ensuring that both nurses and administrators feel heard, valued, and empowered to support one another in delivering high-quality patient care.

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Impact on the Clinic Owner, Staff, and Patients

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• Clinic Owner: A more cohesive team results in a smoother operation, fewer internal conflicts, and increased efficiency, ultimately benefiting the clinic's bottom line.
• Staff: Nurses and administrators now work together with mutual understanding, reducing stress and frustration while enhancing job satisfaction.
• Patients: With an optimized workflow and improved communication, patients receive better, more coordinated care, leading to improved health outcomes and overall patient satisfaction.