Can I trust him?

                                           

TRUST

Often times in the coaching conversation the topic of trust will come up. Can I trust this person? Do I trust myself? What if trust is broken, can it be restored? And if so, how?

Trust is a critical part of healthy and successful inter-and intra-personal relationships. Three essential elements of trust are:

1.Competence

2.Sincerity

3. Reliably

How can you use these three elements to assist in your own discernment of trust the next time this issue comes up for you?

Physician Disrupted

Arrogant, Abusive and Disruptive – and a Doctor. So goes the title in a recent article posted in the New York Times last week. I am a physician coach and I am dishearten. I have just spent the last hour listening to a physician who has been tagged  with two of the three descriptors above. A principled man in an honorable calling, who cares deeply about his patients.

I firmly believe it is highly prudent for a hospital administrator to give patient complaints high priority. They warrant an immediate response with the intent towards a deeper understanding. Allowing complaints to pile up in a folder, and avoiding a crucial conversation is a not the way to go. It can turn into a no-win situation fast.

Here is what I suggest hospital administrators do when they hear of a first complaint about a physician,  - have a "cup of coffee" listening conversation. To prepare for this conversation think about these key things.

Physicians are the most valuable resource in health care institutions. The US is experiencing a physician shortage, and predictions are that it will only grow.

Second, see the physician as a customer to be satisfied as well. For in-depth homework read Press-Ganey’s 2007 report on Physician Satisfaction

Third, listen deeply. Listening is the great relationship builder. For some it is a natural, for some it is a skill that can be cultivated. Go into your first conversation with the idea you will speak a maximum of 20% of the time, and will listen intently 80%. Your ROI on an hour of good listening is extremely high not only in terms of dollars, but in human suffering.

Fourth, take a "we are all in this for the patient" approach. There are no sides, only priorities, and patients are the first priority.

Fifth, realize that very few physicians are truly disruptive, they are disrupted. It is more complex than just one person acting out; this issue warrants thinking systematically.

Healthcare is ripe for change. I believe it will be those in healthcare organizations who will effect the most change.