Q: What are some tips to promoting smooth relations between all of the different groups working at an ASC?
Carla Lauenstein: I think that it is important to listen to the needs of each provider at a multispecialty ASC. If the providers know that you are interested in what each of them is doing at the center, I believe it prevents them from feeling like their specialty isn’t as important as another. They need to see that you give attention to them as a customer not just as another surgeon coming to your center. I make it a point to check in with our physicians when they are at the center; ask how everything is going and if I can help out in any way. I also reach out to all of the physician’s office staff monthly to facilitate scheduling, resolve any issues they may be experiencing and to stay connected with them on a routine basis.
I think a great way to meet expectations for both physician and staff groups is to be present in all aspects of the facility. As an administrator out working along side your staff, you are able to stay more connected with both the staff and the physicians. I utilize that time with them to hear any issues or concerns they may be struggling with and I am able to see what they see from their perspective and in their daily environment. Physicians see that as the administrator you are not afraid to work outside of the office. They see your willingness to stay connected clinically. I feel that staff can better relate to a “working” manager and respect the fact that you are willing to be flexible in your role and work as a team player.
Q. What are the most effective ways for the the groups to communicate with one another?
CL: The best way I have found is through a closed-loop communication process. We are able to do that by having effective Quality meetings that really bring the necessary information from all three groups together. The quality committee and administrator collectively decide which items need to be presented to the board of managers meetings.
Q: How often should all physicians, administrators and staff members meet?
CL: We meet at least quarterly, as group made up of physicians, the administrator and staff members for Quality Meetings. We meet more frequently if there is a need. During the Quality Meetings we are able to bring members of all three groups together to discuss all aspects of the center. The administrator and board of managers meet every other month and staff meetings are held monthly.
Q: How is a problem between physicians, administrators of staff dealt with?
CL: Any issues are brought directly to the administrator so it can be determined how the problem(s) need to be handled, whether it be speaking to a physician or staff member directly, one-on-one or including the issue in a staff meeting, quality meeting and/or board of managers meeting. An issue that involves physician-to-physician I speak with our medical director to determine the route that is best for the situation at hand.
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