Does your practice feel a little chaotic sometimes? You’re not alone. Each week in Calm the Chaos, I’ll share actionable strategies, real-world stories, and simple tech solutions to help you take control and create a better experience for your patients and team.

This week, we’re focusing on communication, not as a “soft skill,” but as the backbone of every thriving practice.

STORY TIME:

How One Podiatry Practice Transformed Its Reputation with Kindness

BEFORE THE FIX:

A busy podiatry practice often faced upset patients. The staff was rigid about enforcing rules, like turning away late arrivals, and their interactions sometimes lacked empathy. Patients frequently left feeling frustrated and described the team as “difficult” or “mean.”

THE SOLUTION

We introduced two major shifts:

• Active Listening and Empathy: The team embraced the LAST model—Listen, Apologize, Solve, Thank—to handle every patient interaction with care and understanding.
• Core Values of Kindness and Service: The practice adopted these values to guide their communication. Words like “I’m sorry to hear that,” “I’ll be glad to help you with this,” and “my pleasure” became part of their daily interactions.

THE RESULTS

• Patients began describing the team as “kind” and “caring.”
• Google reviews improved, highlighting the team’s empathy and professionalism.
• Staff reported less stress and greater satisfaction in their work.

When communication becomes a habit built on kindness, your practice can transform.

ACTIONABLE TIPS FOR THE WEEK

Make Communication a Core Habit

• Practice the LAST Model:
  • Listen: Hear the patient’s concern fully without interrupting.
  • Apologize: Use phrases like “I’m sorry to hear that” to acknowledge their feelings with empathy.
  • Solve: Offer a solution that resolves the problem quickly.
  • Thank: End by thanking the patient for sharing their concern and giving you the opportunity to make it right.
• Infuse Kindness into Communication:
  
  • Encourage staff to use positive phrases like “I’ll be glad to help you with this” and “my pleasure” to show appreciation.
  • Reinforce a tone of service and care, even in challenging situations.
• Define Core Values:
  • Establish values like kindness, service, and respect as part of your practice’s mission.
  • Discuss these values regularly in team meetings to keep them top of mind.

By turning communication into a habit, you can create a culture of kindness that leaves a lasting impression on patients.

TANIA'S TECH TIPS:

Tool Highlight: Internal Messaging for Team Communication

Clear communication within your team is just as important as patient communication. Tools like RingCentral, Microsoft Teams, or Slack can help keep everyone on the same page.

How These Tools Help:

1. Real-Time Collaboration: Tag team members for quick updates or questions, ensuring nothing gets missed.
2. Organized Channels: Create channels for credentialing, patient care, and general updates to keep discussions focused.
3. Fewer Interruptions: Replace time-consuming in-person conversations with quick, efficient messages.

Pro Tip: Use these tools to send daily or weekly reminders reinforcing your core values, like kindness and service.

Schedule a call with me to dive deeper into how these tools can support your team!

WHAT I’M READING:

The One Thing by Gary Keller

This week, I learned that forming a new habit takes 66 days—not 21, as many people believe. The key is to focus on building one powerful habit at a time.

Takeaway:

Help your team build the habit of kindness by reinforcing small actions, like saying “I’m sorry to hear that,” “I’ll be glad to help you with this,” or “my pleasure”, until they become second nature.

Small Changes, Big Results

Is communication a challenge in your practice? Let’s talk!

Book a complimentary call with me to dive deeper into your practice’s unique communication challenges and create a customized plan to improve patient and team interactions.

SCHEDULE A CALL WITH ME

You've got this!