I am quickly approaching my one-year anniversary with Terri Bradley Consulting. The past year has been a fantastic blend of meeting and working with wonderful people and visiting beautiful cities. I have learned so much from each of you. I have also come to appreciate and value the importance of good communication.

The word communication comes from the latin communico, which means, to share. I would like to share with you an experience I had this year with a practice that became casual with this process and how it impacted the entire team.

At first glance, this was and is a thriving practice with many doctors, many locations, many employees. The breakdown of communication was not an abrupt process, but rather something that eroded over time. It was evident that the communication breakdown for this practice was quickly turning their teams into weak, dependent groups that shifted responsibility and ownership of problems to those who they perceived were informed. It was creating a “Dependency Syndrome” or an upward delegation of problem-solving and conflict resolution.

The solution was very clear. We had to get back to the basics. Morning team huddles were put back into place. Team meetings with the front staff and with the clinical team leads were held. Mandatory office meetings were scheduled regularly and the practice newsletter was reassigned and given priority. All of these communication tools provide ways for staff members to exchange ideas, information and questions. This empowers people to seek answers from their peers, strengthen connections and collaboration between co-workers and share knowledge. As I joined the team meetings I would hear things such as, “It’s so great to hear that I’m not alone in these challenges of patient scheduling.” Or, “It’s comforting to know I can call you the next time I have a question.” The team leads were able to openly share their challenges and solutions. Staff training was taking place. People came together with a common cause and purpose. They felt part of a team.

“Again and again, the impossible problem is solved when we see that the problem is only a tough decision waiting to be made.” Robert H. Schuller

I challenge each of you to make communication a high priority in your practices. Decide today what changes need to be made to ensure and protect this invaluable tool.

Happy New Year from all of us at Terri Bradley Consulting! We wish you the very best. We are truly thankful for each of you and the privilege it is to work with you.