from the editor

Playing Nice in the Sandbox

As the new ophthalmologist in the practice, everything is a bit more difficult. The staff has probably been doing things a certain way for a long time, and depending on the situation, they have seen new eye doctors come and go or have never worked with a new doctor. The following are items to remember and tips that will help make the start-up phase easier for you.

■ Be friendly. People like positive individuals more than negative ones. So, even if you're stressed out in the beginning, it's best not to show it. Realize that the staff wants you to be happy. At the initial introduction, tell staff members how happy you are to be working there and show enthusiasm. That first impression may buy you some goodwill that may help you get through the unavoidable rough patches ahead.

■ Get to know them. Take the staff out for happy hour or lunch early on, so you can get to know them a little better. You may find a staff member who has young children like you or is from the same city as your parents. This helps develop bonds.

■ Rise above it all. At the same time, you need to realize that you're management, so you can't be best friends with your staff. You can't be part of office politics or gossip. You shouldn't share your or anybody else's secrets with the staff. You need to lead by example and show that you buy into the goals of the other doctors in the practice.

■ Educate them. In my experience, the staff has a hunger for more knowledge about what we actually do as ophthalmologists. I've worked with technicians who've discussed surgery with thousands of patients, but have never actually seen the surgery. Also, some in private practice haven't been exposed to subspecialty areas and are very interested to learn more about them. Some staff members have asked to take exams and obtain higher levels of certification, so they appreciate learning new skills. And don't forget the front desk staff — they're your gatekeepers, and the more they know, the more they can direct patients to you appropriately!

■ Don't be a know-it-all. No matter how well trained you are — or think you are — you have a lot less experience in your new practice than anyone else. I have staff members who are very experienced and do refractions, contact lens fittings and some diagnostic tests better than the new ophthalmologists do when they first arrive.

■ Ask for advice. The staff can be a great resource for explaining the most efficient workflow. So, before you start the big work-up that you did as a resident in the University emergency room department, ask the staff what realistic and possible.

■ Show results. The staff is evaluating you, just as you are them. Don't get into clinical situations that stretch your abilities right off the bat. Achieve little victories that result in happy patients and good care. This will build everyone's confidence and help to avoid problems early on in your career

Joining a new practice is an exciting event — for you and the practice. If you start on the right foot, it will be easy and relatively stress free. The new team will get behind you and do everything in their power to help you succeed.

Best regards, Robert J. Noecker, MD, MBA Chief Medical Editor, New Ophthalmologist Professor of Ophthalmology University of Pittsburgh School of Medicine Vice Chairman and Director, Glaucoma Service UPMC Eye Center, Eye & Ear Institute