Any type of gathering, whether a medical staff or a business group, can benefit from team meetings.
Thomas Lally, CEO of Charlotte (N.C.) Surgery Center, an affiliate of Surgical Care Affiliates, weighs in on the importance of holding team meetings and how to properly run one.
Q: What do you see as the advantages of team physician/staff meetings?
Thomas Lally: One of the consistent feedback items I get from Teammate Satisfaction/Engagement surveys throughout the many organizations I have been associated with centers around improvement in the quantity and quality of communication. Given the multitude of issues demanding our time and attention, and given the variation of the ability of individual leaders to communicate, it is safe to say that effective communication requires constant effort. It doesn't just happen.
At Surgical Care Affiliates, we call our teammate meetings "Teammate Town Halls." We find that Town Halls are one of the most powerful venues for teammate communication, and ultimately, teammate engagement.
Q: What would an ideal meeting look to you in an ASC setting? Do you have any suggestions for how to run a team meeting, or how to get the best out of the meeting?
TL: I think it is extremely important to have a regular cadence of consistent interactive messaging with your teammates. Whether it's an entire team town hall, or a sub-department meeting (quality, growth, OR, etc.) there are key required components:
- Advanced notice/invitation to attendees;
- Starting with a stated purpose;
- Having a formal agenda;
- Creating a balance between presenting information and active involvement of attendees;
- Taking time for recognition of milestones and celebration of success;
- Scheduling an open question/comment period;
- Starting/stopping/continuing analysis (what did they like or not like? What would make the meeting better?);
- Summarizing follow-up action items with responsible parties noted;
- Thanking your attendees.
Q: What can physicians and ASC leaders do to ensure the best outcome of a team meeting?
TL: Before the meeting, rehearse what you plan to present, and especially rehearse transitions between speakers. Create a comfortable atmosphere that encourages participation (play music before and after the meeting, provide snacks and/or drinks, use ice-breakers, consider small prizes for those who question and/or comment). Maintain a balanced, positive state of mind. Set ground rules requiring a positive, respectful environment and quickly redirect negativity in a respectful way. Never make a teammate feel uncomfortable for asking a question or making a comment. Be as transparent in the delivery of bad news as you are in delivery of the good. If you don't know the answer to a question, admit it and commit to follow-up. Follow through on commitments in a timely manner.
Nothing kills the positive momentum of a successful town hall than failure to timely follow-up. Failure to follow-up in a timely manner creates a sense of futility in teammates who expressed concerns and results in a loss of credibility and confidence in leadership.