Here's how you can recognize and resolve performance issues in patient advocacy teams.

Implement data analytics tools to track patient feedback trends in real-time. Utilize sentiment analysis algorithms to flag potential issues before they become widespread. By embracing technology, you empower your team to proactively address concerns and maintain optimal performance levels.

Try to focus and reflect on the patterns. Fatigue often precedes collapse; catch hold of the weakening base. Continuous feedbacks do wonders!

Whoever leads the team should not just have sympathy or empathy. They must be able to lead by example and have COMPASSION. Leaders who have the power to create change must be compelled to do something as soon as these signs are flagged or noticed. As a leader, one must remember that you could lose a great employee just by tolerating the bad ones. ??

It's also important to understand and respect the relationship with patients that is created. Once the line of trust is there then respect from both sides follow.

Finding the root cause of underperformance can be challenging, but worthwhile. I tend to start with the “big picture” and use a framework, such as a Fishbone diagram, SWOT analysis, or the “5 Why”. All of these allow you to go from the overarching themes, to more central or commonalities within the issues. You may discover issues that were not originally perceived, or even ones that may not have been thought of as a major concern but have unfortunately escalated.

Introduce confidential channels for team members to express concerns without fear of judgment. Anonymous surveys or suggestion boxes provide valuable insights into potential issues that may not surface otherwise. By valuing anonymity, you foster trust and transparency within the team, facilitating more honest discussions about performance challenges.

Drill down to the underneath of the carpet of observed irregularities. Palpate out the tender spots, assess the extent and the referral offshoots.

Schedule regular team forums dedicated to discussing performance challenges and brainstorming solutions collaboratively. Provide a structured framework for these sessions, ensuring that all team members have an opportunity to voice their perspectives and contribute ideas. By fostering a culture of active participation and mutual respect, you empower your team to collectively address issues and drive positive change.

At our company we recently created a "patient advocate" position. While our leadership team has always tried to make decisions that prioritize the patient first, we observed that officially designating an individual to be the "patient advocate" spoke very plainly that the leadership team took patient feedback seriously. Since implementing the position of a "patient advocate," we've seen customer and staff feedback on improve overall. I think that while positions such as these do not have a direct return, there is an intangible value to investing in positions within the company that are concerned specifically with customer service and in the patient outcome.