10 Simple Steps to Keep Your Staff Loyal

by Sherry Harrison, QPS General Manager

Key employee retention is critical to the long term health and success of your practice. Physicians and practice managers readily agree that retaining your best employees ensures patient satisfaction, and is less costly than recruiting, hiring and training new staff.

You can implement a few simple strategies into your practice that will keep your staff loyal, and make them feel like they are an integral part of your practice.

Give Employees Ownership – Reinforce their value by giving them “ownership” of their part of the practice, both through recognition of achievement and impact on the company, as well as through performance incentives tied to the success and profitability of the practice as you are able.
Invest in Technology & Training – Invest in software, hardware and training that will enhance your employee’s performance, increase efficiency and give them the opportunity to grow. Rather than hiring additional employees to address a need for new skills, train current employees to do the job. Allow employees to move around to new positions. The cross-training experience will provide more value to them and your practice.
Communicate – Don’t let your employees find out through the grapevine. Take the time to communicate about new services, changes in operations, new employees, community events, practice achievements, etc. Use this opportunity as a good-will measure and a way to include your team in what’s going on. This might be challenging for fast-growing practices, but as soon as you have information, tell the staff and they can celebrate with you as your practice grows.
Listen – They feel more valued if they are heard. Encourage your staff to share feedback and ideas. Turn complaints into an opportunity for employees to demonstrate leadership and participating in positive change in your practice.
Stay Competitive with Salaries & Benefits – Evaluate other practice salary levels and benefits, and ensure that your practice is up to par with other practices of your same size and specialty. You can add value to your benefit package by including non-traditional benefits, such as flexible work hours, educational reimbursements, monthly MVP incentives, group discounts on things like gym memberships, Sam’s Club and tickets to theme parks.
Appreciate Your Employees – Take the time to recognize good work, personal achievements, birthdays, etc. You can do this verbally, in writing, publicly, by celebrating with a jumbo cookie, a gift card, flowers, etc. There are many ways to say, “I appreciate you.” Schedule after-hours events and include family members.
Provide a Path for Advancement – Your practice may be small, but as it grows, your dedicated employees who helped get you there should reap the benefit with higher compensation, greater responsibility and recognition. You may think that training them too well and not having an advanced position available for them could cause them to go elsewhere. It’s a chance you have to take. Better to have a satisfied employee who feels they are going somewhere in their career, than a disgruntled employee who may spread the negativity to other staff.
Create an Appealing Environment – The environment in which your employees work has a significant unconscious (or even conscious) effect on your staff’s satisfaction and loyalty. An attractive, comfortable practice facility, appropriate tools, even music can have a positive impact. Make sure your staff has a quiet place to get away for breaks and lunch, as well as enough elbow room to work effectively.
Evaluate Performance Regularly & Reprimand in Private – Your staff doesn't’t know how well they are doing their job unless you tell them. Establish regular performance reviews. These don’t always have to be tied to compensation. Request a self-evaluation as part of this process. If you need to reprimand an employee, do it privately, and communicate clearly regarding the behavior or level or performance you expect. Be sure to acknowledge them when they improve.
Recognize Work/Life Balance – The biggest trend and point of dissatisfaction among employees is the lack of employer regard for work/life balance. Encourage your staff to leave the office on-time, especially when you don’t have pressing work to be done. If you continually run late with patients, determine what you can do to change things, reduce patient wait-time and get your staff home to their families. Invite your employee’s family members to practice social events. Get to know their spouses. They are your biggest advocate to employee loyalty. Encourage your staff to pursue outside interests such as sports, hobbies, spiritual development, etc. and most of all to stay healthy. It will make them a better employee and demonstrate that you care for them as a person.