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What is Your Advise?

I have a client who called me with the following scenario. What advice would you give to Dr. In Quandary? He has a new staff person (we’ll call her Julie) who has been with him for less than 7 months. She has been a “solid” employee doing a “reasonable” job; she was his #2 chairside assistant; and a good member of the team in what is a very busy practice producing much better than the normal general practice in a rural community. She is one of three very able chairside assistants, two which are full-time and one of the three being part time. My doctor received a call from a staff member that Julie’s brother was involved in a horrific motorcycle accident and he died. The doctor, along with the entire staff was stunned and empathetic. He called me because he wanted some “coaching” around how to you handle something as traumatic as this. Over the course of the next 6 days, Julie (his employee) never called the doctor personally to inform him of this tragedy nor let him know of what she needed; how she felt; how he could support her; or what was to be her future work plans. One of the employees who was or had become a very close friend of (Julie) was the one who communicated to the doctor that Julie was not coming in….she was the one who told the doctor that Julie’s brother had died. The doctor then heard, “through the grapevine” that this same employee was not coming back to her job for the following week because her father required diagnostic tests or surgery (unknown) and as such had no intention to be in the office for the second week.

So here’s the question(s): If you were the leader in this office, how would you handle this? What are your expectations of a team member and reporting catastrophes and when you will be back? Is this doctor expecting too much? What is fair and realistic when you have a full-time job and unexpected family circumstances take top priority……what is the obligation to the employer? At what point should (Julie) be contacting her doctor? What happens to the patients; production; profitability of the practice under these circumstances? When does the “leader-doctor” establish boundaries as to what is expected? Any and all ideas and comments are invited.

Dr. Ron is the only Master Certified Dental Coach (MCC) on the planet. He has blended 20 years of clinical dental practice with executive roles in financial planning and investment management along his graduate business training to provide his clients with the tools, support, and accountability to accomplish more. About Dr. Ron, "I count you as one of life’s best finds", says Dr. Gary Imm of Reisterstown, Maryland. He has authored many articles; manuals; ThinBooks ^tm; TeleClasses and if you visit http://www.drarndt.com you can receive one of his FREE reports, "9 Painful Mistakes Dentists Make in the Hiring Process"

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3 Responses to “What is Your Advise?”

1. cscostin Says:
   June 23rd, 2008 at 11:05 am

   My Initial Thoughts:
   This is an unfortunate tragedy.
   When one “steps back” to rethink life’s priorities, it is difficult not to place well being of immediate family members at the top of the priority list. Julie is likely in the state of shock, certainly not thinking clearly, and certainly focused on the tragedy. Compounded is the fact that her dad also has a health issue, for which Julie likely is considering the “worst case scenerio” for dad. Julie may be wondering why she has not been contacted by the Doctor, self concluding that perhaps the doctor does not consider Julie important enough.
   I would recommend that the Doctor promptly contact Julie offering any support, and offering her to take the necessary time off (without repercussions)with his full support and understanding. It’s most probable, that after a week or two, he’ll hear back from Julie with her future plans. If not, then a subsequent phone call from the doctor to Julie to inquire about her dad (sincerely) and see how Julie is doing emotionally, will likely lead into Julie discussing her future plans. Some immediate show of concern by the doctor and staff for Julie would also be appropriate, under the circumstances.
   There are basic employee needs that must be addressed by an employer to foster a sense of caring and friendship, which ultimately will positively effect the team spirit in the office. Moreover, there are those times when being a caring human being usurps the day to day business demands.
   If Julie’s absence temporarily disrupts the office, the staff understands, and with an explanation to the patients, they too will understand.
   Julie may likely return as a more appreciative employee whom may become more valuable to the practice. If not, then life will go on, and things will work out, with the proper actions by the doctor.
   The way the doctor handles this situation will also be noticed by the staff, which favorably could result in closer bonding with the doctor, or unfavorably result in a cold office environment.
   The important issue here is to treat Julie with compassion. Consider “changing mocassins” for a moment. We are not meant to be working robots!
   Then consider the impact on the office and addressing each issue with a plan of resolution.

   Chris

2. Amy Says:
   June 23rd, 2008 at 1:41 pm

   My first question would be what is the office policy and procedure for calling off? How are other staff allowed to call off. Second, I would try calling the employee. Maybe the employee is looking at it as she told an employee who has informed the Doctor and the Doctor isn’t even calling to check in on her or offer sympathy. Maybe she thinks he doesn’t want to be bothered with it. Other then that, even though its a horrible tragedy, time frames must be established for a return to work date. Just be careful because what you do for one you must do for all. Hope this helps a little. Thats a very tough situation.

3. Doug Krueger Says:
   June 23rd, 2008 at 5:11 pm

   Hi Coach Ron,
   My expectations would be the leader in the office(doctor) would call Julie and share the team and doctor’s concern about the terrible experience that Julie and her family have gone through. I would ask what we can to do to support her and let her know that our team and patients miss her and then ask what time frame she needs before returning to our practice.
   I don’t see a policy or employee manual that would ever be able to cover a circumstance like this.
   I think it would be valuable for the Doctor to share with the balance of the team his/her feelings in this experience and ask for their imput and at the same time be clear what outcome is desired.

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