How to lead your practice through tough times

There’s no set template for being a good practice manager, especially during hard times – however, there are a few key traits – find out what they are below

CREDIT: This is an edited version of an article that originally appeared on Guerilla GP

Navigating a general practice surgery through challenging times requires more than just medical expertise; it demands effective leadership that can steer the team through uncertainty, adversity, and change.

Let’s explore the essential strategies and principles that can empower you to lead your general practice surgery with resilience and wisdom during tough times. From fostering a supportive team culture to making strategic decisions, we delve into the key aspects that can help you not only weather the storm but also emerge stronger and more prepared for the future.

First, you need to realise that times are hard

This can be tricky because to begin with things can look to be fine, while underneath they are going wrong. This is where you need your most grumpy and awkward staff member – the one who won’t sugarcoat things and doesn’t care about your feelings. They are your early warning system that you are in trouble. Abandon wishful thinking and our natural tendency to downplay problems and face the facts.

What is going to kill you if you don’t get it right?

From the outset, you have to identify those things that really matter – and become utterly ruthless about protecting them and concentrating solely on them.

• Patient care and safety
• Paying bills and wages
• Retention and recruitment
• Claims and earning

It is entirely fine to ignore emails, not return calls and not go to meetings if they do not help you avert the crisis. Any time spent doing anything else is wasted.

Inspire

True leadership is not bestowed by a title; it’s earned through the genuine trust and voluntary allegiance of those who follow. The essence of leadership lies in demonstrating a compelling vision and a sincere concern for your team. In the realm of general practice, collaboration is paramount, akin to a team sport where your mission’s success is intricately tied to the collective effort and dedication of each team member.

Purpose

You need to be clear about the reason your practice exists. For most practices it will be along the lines of “Improving the mental and physical health of people in your community.“ Your purpose is what inspires you and those you work with will give blood, sweat and tears to achieve it. It is about something bigger than yourselves. It has to be important and it has to be real.

Protect

Creating an environment where your team can thrive requires fostering a sense of safety. Their assurance in your genuine concern for their well-being is crucial. Shielding them from external disruptions and lending your support in interactions with others are imperative. Equipping them to support one another in your absence builds lasting security. Even your most junior receptionist should possess the confidence to stand their ground, whether it’s staring down a CQC inspector or any other challenge that arises.

Serve

You need to be the servant of the team. You should be prepared to do any job if it is needed to achieve your purpose. When was the last time you answered the phone in reception when they were all busy? When was the last time you made a round of tea and coffee? More importantly, you need to have your door open so they can bring you things they can’t do and you need to regularly check in on them to solve problems. It is by serving that you teach them to serve each other.

Courage 

You need to be the person who goes looking for trouble before it can affect your team. The one who runs towards problems not away from them. You need to be the person they can turn to in a crisis who will always take charge and be responsible for the outcome. You do not need to have all the answers – in fact, you need to know and say when you need help. You need to tell them that things will work out, not because there won’t be problems or setbacks, but because you will work through things together and will come up with a solution.

Whatever it takes

You need to be fully committed to the team and your purpose. You need to show that nothing is beneath you and you will do everything that is needed. This doesn’t mean you do everything personally, you need to effectively train your team and delegate to them. You need to lead by example in looking after yourself and keeping strong for the long term. To mute your WhatsApp at night and not look at your emails over the weekend. And you need to expect and enable them to do the same.