Management Essentials

Personal Style, Professional Consequences

By Farrell “Toby” Tyson, MD, FACS

First impressions mean a lot — especially in medicine. Ophthalmology has even higher standards than most, since the majority of practices cater to the baby boomers, who appreciate a more traditional and conservative presentation. Body piercing, flamboyant hair coloring and exotic fingernails have become more common in younger generations, but are frowned-upon distractions for older generations.

Setting Boundaries

So what is an ophthalmology practice to do? Major retailers like Macy's, Bloomingdale's and even Victoria's Secret have a conservative dress and appearance code for their employees to minimize customer complaints. The stores want their customers interested in their merchandise, not the outlandish appearance of the sales clerk. The same is true in ophthalmology. We want our patient's attention focused on the exam at hand. Your personnel manual needs to address personal appearance so all employees are on the same page.

Review physical appearance basics with your staff. Any mustaches or beards should be clean and trim med and all hair needs to be maintained in a professional manner. Unnaturally colored hair, extreme hairstyles and excessive makeup do not present the appropriate image of a medical practice. Even offensive body odor and poor personal hygiene need to be addressed to avoid confusion.

Safety First

Shoes must provide safe, secure footing and offer protection against hazards. They need to be closed-toe, not sandals. In addition, long hairstyles should be worn with the hair pulled back from the face and neck to avoid interfering with equipment and patient care.

The rise in body piercing over the last decade has started to become more prominent in the work force. Nothing has shocked me more than an episode that happened while undergoing my Medicare ASC inspection last year. The nurse in charge of infection control of the survey had a “tongue stud.” My staff and I could barely understand her, and all we could think about was whether or not it was placed in a sterile facility in a sterile fashion. The distraction made it all the more clear that any staff with body piercing or visible tattoos can send the wrong signals to patients. Therefore, during working hours, any facial piercings need to be removed and any visible tattoos covered. Excessive ear piercing can also be addressed if desired.

Fingernails, once worn in very basic fashions, have now evolved to include a wide variety of nail art and fake nails. This can be very distracting for patients and should be limited to basic colors or a French manicure. Many states have regulations that prohibit nail polish or fake fingernails if you are working in an operating room, especially if you are scrubbing.

Dressing for Success

Some may feel that this is a very Draconian stance, but it relates back to corporate culture. What you tolerate is what you get. These basic appearance expectations should be presented to any potential employment candidate prior to the job application process to help weed out the applicants that cannot conform to the practice ideals. If an applicant cannot satisfy a basic appearance standard, what makes you think they are going to follow the more important rules of the practice? In effect, with a dress code you are screening for success.

All it takes is a good look at the successful service businesses in the country. Walt Disney World, Ritz Carlton Hotels and Nordstrom are prime examples of setting the stage by the appearance of their employees. Last time I took my kids to Disney World, I don't remember Cinderella with a brow piercing. The appearance of your staff ultimately sets the tone for the patient's encounter with you. Make sure it is the tone you are striving for. OM

Farrell C. Tyson, MD, FACS, is a refractive cataract/glaucoma eye surgeon at the Cape Coral Eye Center in Florida. He may be reached at tysonfc@hotmail.com.