There is a time and a place for workplace chatting.

I recently visited an MD-OD integrated ophthalmology practice. Despite COVID-work fatigue and being short staffed, the team seemed to enjoy great relationships. However, as I shadowed patients, I noted an interesting dynamic. Along with excellent camaraderie, the team also created a few scenarios that did not come across as professional to the patients or to me.

Working in an eye care setting should be fun, and I have cherished the relationships made throughout my career. But, there is a time and a place for chatting with work friends.

Here are a few examples from my observations and my advice.

Maintain an inviting front office.

The receptionists worked hard as they checked in patients and answered the phones. However, when the steady flow of patients died down, these ladies conducted personal conversations. One discussed a son’s behavioral issues, which unfortunately included some drug and alcohol issues.

I am empathetic to this person’s difficulty. However, sharing that information with patients present in the lobby is not ideal. If you have a close relationship with someone at work and you share personal details, do so privately. A patient in the same room as you can likely hear your conversation.

Generally, the front office area should be welcoming and inviting. Ensure that your space is well-decorated and plays music your patients will enjoy, or offer home improvement or cooking shows on television.

Avoid sharing equipment issues where patients can hear them.

As I followed a patient, the technician team discussed a tonometer that registered the identical IOP measurements, regardless of the tech or patient using that room! The team loudly discussed options to re-calibrate the instrument. We could hear the conversation after the doctor entered the exam room and shut the door. The doctor had to speak up to drown out the voices outside.

While this news is important to share with the clinical team, the patient and I overheard the entire conversation about how “equipment just isn’t working right around here.”

If you need to have a critical conversation about equipment or workflow, ensure that you do so privately, or at least lower your voice. Patients should perceive that we are here to serve them, and hearing about broken equipment can also shake their confidence.

Keep dirty laundry private.

The group had recently launched new software to improve operations. According to the team, the implementation of this program had not gone so well. Instead of speaking privately with me, one staff member went through a laundry list of what did not go right. The conversation took place in the reception area, and I felt very uncomfortable. Staff and patients were listening! At one point, I asked if we should “take the conversation offline,” meaning move it to a private area. The person I was speaking with indicated that we were OK discussing this topic in the open.

While practices always need to evaluate a new process, it is crucial to speak constructively. As an ophthalmic professional, develop self-awareness to better understand when criticizing something new is appropriate, and determine your audience. Discussions to improve practice operations are better served with all participants involved.

Remember, it’s not about me.

If I am “on the clock,” my goal is to plug into my core values and deliver the best patient care possible. The conversation should be focused on the patient — it’s not about me. Again, personal discussions are welcome, but in the right setting.

If your conversations are focused primarily on individual issues, you may need to adjust your approach and focus again on patients.

Assess your clinic.

If you are not sure if your practice is setting the right atmosphere for patients, silently observe the different areas in the office. You can use these questions to gain a better understanding of how patients perceive your team:

• Are loud conversations happening out in the open?
• Do you openly divulge (unnecessarily) when something isn’t working well?
• Do you discuss operational challenges, finding fault with managers or team members in front of patients or other staff?
• Do you disclose personal details about your life that should not be shared with patients?
• Do you make your conversations more about you than the patient?

Develop a plan.

If you or your practice needs to work on creating a better atmosphere for patients, consider these tactics:

• Keep the volume of your conversations at a reasonable level.
• Observe office interactions, working to think before you speak.
• Keep private conversations confidential.
• Include the appropriate parties when criticizing a process.
• Always put patients first.

With some dedication and re-training, any team experiencing one of these challenges can quickly make improvements. OP

Ms. Monroe is a senior consultant with BSM Consulting in Phoenix, AZ. Ms. Monroe specializes in helping practices with operations, planning, customer service, and HR.