ORX Proceedings Page 9
emergent.
• How to defuse it? A "good-doctor, bad-behavior" mindset is the key to exorcising your ORs of rude and crude physician behavior, says Dr. Neff. "Love the sinner, hate the sin," he says. "Treat people with respect, but then get really tough about their behavior. Be hard on the behavior, but soft on the person."
Next time you face off with an intimidating and temperamental doctor with a history of verbal and emotional tirades, try this proven intervention technique. Use the term "unacceptable" to address specific, observed behavior: "Doctor, I'm empowered to tell you that this behavior is unacceptable."
If, for example, a surgeon yelled at a tech and called her "stupid," note the time and date of the behavior and address it with the doctor in non-judgmental terms. Nurse managers must lower their tolerance for harsh behavior and feel empowered to tell surgeons that their behavior is unacceptable, says Dr. Neff. Simply saying, "Doctor, that behavior is inappropriate and is not acceptable" is a powerful way to disarm a disruptive doc without ranting and raving yourself, he says. "Docs don't see their behaviors as you do."
Physicians with disruptive behavior are often unaware of how serious the problem truly is. "No consequences means no change," says Dr. Neff. "Most physicians with disruptive behavior have not had meaningful consequences." Whether it's rescinding block times or suspending privileges, have a hammer, and don't be afraid to swing it. Find out what really matters to your docs and hit them where it hurts.
— Dan O'Connor
