Urgent care is often an intense environment.
It is difficult to argue with the commonly held belief that working for emergency services is a highly stressful occupation. Patients are often very ill and distressed. They are in need of urgent care. In addition, the emergency room staff have to deal with worried relatives or friends. Patients and relatives do not want to be kept waiting. Sometimes tempers become frayed, and staff are at the receiving end of people's anxieties. The job of the leader is to maximize efficiency, provide the best care to patients, and maintain morale of staff.
Instructions
Establish Procedures
1. Maximize the effective use of staff
Institute standardized procedures, particularly regarding admission and asking patients and relatives for information. It is very frustrating for patients and relatives to have to continually repeat the same information. Establish formal communication systems among staff, particularly for when the patient is moved from the care of one person or department into another. This should help to minimize errors.
2. Institute a training program for leaders in urgent care. Discuss pertinent issues, particularly allocation of resources, and staff issues such as absenteeism and staff shortages. Develop a mentoring system where leaders mentor staff, and leaders themselves are also mentored by supervisors. Make the chain of command and the communication systems as clear as possible.
3. Discuss differences between a good manager and a good leader, asking the group's opinion on inspirational leadership. Discuss the benefits and drawbacks of a more democratic style of leadership. Involve the urgent care leaders in plans to improve the department, as this fosters a sense of ownership and responsibility.
4. Give praise and acknowledge good practice. Be aware of the dangers of staff "burnout" and introduce a staff support system. Avoid using too much overtime, as exhausted leaders may not make the best decisions. Introduce as much flexibility as possible regarding shifts and work hours. This will help maintain morale amongst leaders, which should positively impact staff.
Tags: urgent care, communication systems, maintain morale,
