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Last updated on 2024年8月30日

Dealing with conflicts between admin staff and clinical team. Are you ready to bridge the communication gap?

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Conflicts between administrative staff and the clinical team in a medical practice can create a challenging work environment and affect patient care. As someone involved in practice management, it's crucial to understand the roots of these conflicts and develop strategies to address them. Communication gaps often lie at the heart of such issues, and bridging these gaps requires a proactive approach. Whether it's due to differing priorities, misunderstandings about roles, or the stress of a high-stakes environment, finding common ground is essential. By fostering an atmosphere of respect and collaboration, you can help ensure that both admin and clinical staff work together effectively for the benefit of the practice and its patients.

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1 Recognize Issues

Recognizing the issues between administrative and clinical staff is the first step toward resolution. You might notice tension during meetings, reluctance to share information, or complaints from either side about the other's work ethic or understanding of tasks. It's important to not dismiss these signs as mere personality clashes; often, they indicate deeper systemic problems. By acknowledging the conflict, you create an opportunity for open dialogue and set the stage for a productive resolution process.

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Marcio Almeida

Especialista em custódia |Mercado de capitais|INR|Backoffice Corretora de valores|Renda variável |Renda fixa|Derivativos |Processamento de fundos |CPA-20| PQO Backoffice
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Iniciar pela estrutura, bom software de administra??o, treinamento adequado e constante dos colaboradores, identificar a causa raiz e trazendo a solu??o com a voz do cliente através de sugest?es.

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Kamilah D.C. MSN-Ed, BSN, RN

Aspiring Adjunct Faculty Nursing Clinical Instructor
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Having worked on the clinical side of the spectrum, I strongly believe being able to recognize what the underlying issue is between administrative staff and the clinical team as the initial step in resolving conflict.

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2 Open Dialogue

Opening a dialogue is essential in resolving conflicts. Encourage both admin staff and clinical team members to express their concerns without fear of reprisal. Active listening is key here—make sure each side feels heard and validated. This can be facilitated through regular meetings or feedback sessions dedicated to airing grievances and finding solutions. Remember, the goal is not to assign blame but to understand each other's perspectives and work towards a harmonious workplace.

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Marcio Almeida

Especialista em custódia |Mercado de capitais|INR|Backoffice Corretora de valores|Renda variável |Renda fixa|Derivativos |Processamento de fundos |CPA-20| PQO Backoffice
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Um local harmonioso só existe quando completamos os treinamentos dos colaboradores e dando exemplos a seguir. identificando os erros e agindo sobre eles, trazendo os conflitos a conversas através de capacita??o e técnicas de gest?o qualitativa dos gestores.

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Kamilah D.C. MSN-Ed, BSN, RN

Aspiring Adjunct Faculty Nursing Clinical Instructor
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I agree initiating open communication is crucial for conflict resolution. Its important to encourage both administrative staff and clinical team members to voice their concerns freely, without fear of retribution. Active listening also plays a vital role ensuring that everyone feels heard and acknowledged. Its very important not to place blame but to foster mutual understanding and work towards a collaborative and peaceful work environment.

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3 Define Roles

Defining roles clearly can prevent a lot of misunderstandings that lead to conflict. Ensure that both administrative staff and clinical team members are aware of their responsibilities and how their work supports the other. Job descriptions should be up-to-date and include specifics about communication protocols and collaboration expectations. This clarity helps prevent overlap and confusion, which often contribute to tension between teams.

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Kamilah D.C. MSN-Ed, BSN, RN

Aspiring Adjunct Faculty Nursing Clinical Instructor
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As a clinical team member, I agree that clearly defining roles can help avoid misunderstandings that often result in conflict. Its important to make sure both administrative staff and clinical team members understand their responsibilities and how their work complements one another. Job descriptions should be current and include detailed information about communication protocols and collaboration expectations. This clarity helps minimize overlap and confusion, reducing the likelihood of tension between teams.

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OSCAR ANDRéS CAICEDO UNIGARRO

Esp. Gestión de Calidad - Ing. Industrial
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En este punto incluir roles, responsabilidades, niveles jerárquicos, propósito del cargo, cargo superior inmediato, en los manuales de funciones y competencias laborales evita muchos malentendidos. En lo correspondiente a que las personas del equipo clínico y el personal administrativo entienda cómo su trabajo apoya el del otro, implementar la gestión por procesos facilita este entendimiento en la medida que se haga una amplia socialización de los mismos.

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4 Foster Teamwork

Fostering teamwork is about building a culture where admin and clinical staff see themselves as part of a larger whole. Team-building activities and cross-training can help members appreciate each other's roles and contributions. Celebrate successes as a unified group and encourage a team approach to problem-solving. When staff collaborate and share a sense of purpose, they're more likely to work through conflicts constructively.

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OSCAR ANDRéS CAICEDO UNIGARRO

Esp. Gestión de Calidad - Ing. Industrial
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Una vez realizado el punto "3. Definir roles" de una forma clara y tener implementada una gestión por procesos, el ítem "4. Fomentar el trabajo en equipo" se facilitará, toda vez que la gestión por procesos implica trabajo colaborativo entre diferentes áreas que buscan un objetivo común.

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5 Implement Policies

Implementing policies that address conflict resolution can provide a clear framework for dealing with issues as they arise. These policies should outline steps for reporting conflicts, how they will be evaluated, and the process for mediation or intervention. Training staff on these policies ensures everyone knows how to proceed when issues occur, which can reduce anxiety and promote a more positive work environment.

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Sara Khan

HAAD-qualified pharmacist actively pursuing new opportunities in the UAE.
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To implement new policies effectively, clearly communicate the objectives to both administrative and clinical staff. Provide necessary training, address any questions, and define roles and responsibilities. Regularly monitor progress and gather feedback to make adjustments as needed. Additionally, establish a timeline for implementation to ensure timely execution. Encourage open dialogue to address any concerns promptly. Recognize and reward compliance to motivate adherence. This approach ensures smooth integration of policies into daily operations.

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6 Continuous Improvement

Continuous improvement is the ongoing commitment to assessing and enhancing communication between admin staff and the clinical team. This means regularly revisiting conflict resolution strategies, soliciting feedback on what's working or not, and being willing to make changes. As practice management evolves, so too should the approaches to maintaining harmony within your team. This proactive stance demonstrates a dedication to a healthy workplace culture that values every team member's contributions.

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OSCAR ANDRéS CAICEDO UNIGARRO

Esp. Gestión de Calidad - Ing. Industrial
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Este punto "6. Mejora Continua" será un resultado en la medida que se haya implementado de manera alineada la gestión por procesos con los puntos " 3. Definición de roles"; "4. Fomentar el trabajo en equipo"

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Dealing with conflicts between admin staff and clinical team. Are you ready to bridge the communication gap?

1

2

3

4

5

6

1 Recognize Issues

2 Open Dialogue

3 Define Roles

4 Foster Teamwork

5 Implement Policies

6 Continuous Improvement

Practice Management

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Dealing with conflicts between admin staff and clinical team. Are you ready to bridge the communication gap?

1

2

3

4

5

6

1 Recognize Issues

2 Open Dialogue

3 Define Roles

4 Foster Teamwork

5 Implement Policies

6 Continuous Improvement

Practice Management

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