The Power of Empowerment

As a clinic leader, sometimes it might seem like things never slow down.  This can make it difficult to find the time to focus on things that aren’t specifically related to what you need to accomplish that day (or week). So setting aside time on a regular basis to focus on employee empowerment probably isn’t that high on your priority list very often.

However – making this a priority can have an incredible impact on both the culture of the organization... and the bandwidth.

So, what does it mean to empower the staff?

Simply put, empowering the staff is about giving them a voice and equipping them with knowledge and authority to go above and beyond. When the staff can do more independently, it not only increases their value and confidence, but it also helps reduce the dependency on their organization leader. 

How do we empower our staff?

Well, the staff can’t have the autonomy to solve problems, fix issues or truly be empowered without the right knowledge. So, start by making sure everyone has all of the knowledge they need.

Does the front office staff truly understand the ins and outs of every question, blank, form or piece of paperwork that passes through their hands? Has the staff had the opportunity to go through a conflict resolution curriculum? If not, have they been able to at least see a leader resolve conflict with a patient, and then get to have a conversation with the leader after being able to better learn how to manage conflict without assistance?  

Taking the time to work with the staff individually can be beneficial but can also be time consuming. Setting aside a regular time to talk with the staff as a whole (or at least in small groups), can be beneficial. Not only does it keep them on the same page, but it encourages them to work together while on the job. 

Another important piece to empowerment (especially when meeting as a group) is asking for the staff to give their voice. For example, the front office staff often sees issues repeatedly, so giving them time to share their thoughts can lead to greater insight and will boost the morale of the staff. Being able to have a voice encourages people and creates the clinic culture that they are valued in.

REMEMBER -when you CARE, it shows! Imagine the front office staff getting asked these questions:
If you were less limited, what could you do to go above and beyond for our patients, and how could you improve their experience? 
What are some of the most common issues you think the patients experience here?
How do you feel we can address these issues?

The answers to simple questions like these might be surprising, and bring up issues and strategies the leader may not have even been aware of. When the staff’s voice can be heard, overtime they will come to the leader less, and when they do, they will often come with solutions rather than just problems. Encouraging staff to recognize opportunity and their autonomy to go above and beyond in serving patients will go a long way, and ultimately lead to empowerment.

When the staff is empowered:
Their capacity to serve patients has increased.
Their dependence on their leader decreases.
The staff will work even better together as a team.
It builds a positive work environment.
It builds clinic culture that centers on serving patients to the greatest capacity.

And THAT is the power of empowerment.

“

We rise by lifting others!

”