Does it feel like negative talk keeps popping up in your practice? You are not alone. Each week in Calm the Chaos, I share practical tools, real stories, and tech tips to help you create a supportive environment for your team and your patients.

This week, we are focusing on stopping complaints before they grow into bigger problems. A small shift in how you address negativity can change your office energy for the better.

STORY TIME:

How a Primary Care Clinic Broke the Habit of Complaining

BEFORE THE FIX

At a busy primary care clinic, complaints had become part of the daily routine. Staff vented about schedules, policies, and even about each other, sometimes within earshot of patients. The office felt divided and energy was low.

THE SHIFT

Leadership brought the team back to basics by revisiting core values and introducing the THINK test for every concern: Is it True, Helpful, Inspiring, Necessary, or Kind? They also set up an anonymous Google Form so real issues went directly to decision-makers. Gossip and negativity were redirected toward finding solutions.

THE RESULTS

Within weeks, the mood lifted. Staff began sharing concerns privately and constructively. Hallway complaints faded, patients noticed a friendlier atmosphere, and the team felt more united and positive.

TAKEAWAY

Clear communication channels and shared values help replace negativity with problem-solving. This makes your practice a better place to work and a better place for patients to visit.

ACTIONABLE TIPS FOR THE WEEK:

How to Tackle Negativity and Promote a Healthier Team Environment

1️⃣ Connect Complaints to Core Values: Remind your team what you all stand for when negativity surfaces.

2️⃣ THINK Before Speaking: Encourage staff to check if a comment is True, Helpful, Inspiring, Necessary, or Kind.

3️⃣ Give Staff a Private Outlet: An anonymous form makes it easier to raise issues constructively.

4️⃣ Address Negativity Quickly: Step in early to redirect conversations toward solutions.

5️⃣ Reward Solutions: Recognize staff who bring a problem and a possible fix.

Micro-Challenge:

Print the THINK checklist and hang it in your break room. This week, ask your team to use it whenever they feel the urge to vent. Notice how it changes conversations and the mood.

TANIA'S TECH TIPS:

Try Google Forms for Private Feedback

Create an anonymous form for your team to share concerns securely.

💡 Pro tip: Check submissions regularly and let staff know when their input leads to real changes.

WHAT I’M READING:

Atomic Habits by James Clear

A favorite for building better routines and making lasting improvements one small step at a time.

SMALL CHANGES, BIG RESULTS

Focusing on solutions instead of complaints transforms your practice into a place where your team feels valued and motivated. Patients notice the positive energy too.

Looking for more ways to create a high-performing, positive culture? Everyone’s a VIP: Mastering Patient Communications for Excellence gives your team the tools to deliver their best every day.

TRAIN YOUR TEAM

P.S. Managing a practice is tough, but you don’t have to tackle every challenge alone. If you’re looking for clear solutions and a fresh perspective, my 90-minute Practice Clarity Call is for you. Together, we’ll find what’s holding your team back and create a simple, realistic plan that fits your practice. Ready for a change? Book your Clarity Call here