Running a healthcare business isn’t always plain sailing! Sometimes the occasional crisis can pop up to put you into a frenzy of panic and profanities. You have to be able to manage each situation differently and effectively. This blog discusses the different situations I’ve come across over the years from working with PracticeNav clients and my own experiences. To give you an example of some “crisis” situations I’ve dealt with over the years…
- Break in
- Staff dispute
- Contract negotiations break down
- Claim against the business
- Accusations of robbery (Home visit)
- Clinic rent unpaid
- No money in the account
- Surprise tax bill
- Staff handing in notice
- Solicitor’s letter from other businesses.
From my experience I now try to manage each “crisis” (Things always seem worse than they are – then you look back in 6 months and say it wasn’t that big a deal)
- Don’t panic: I know it’s easy to say, but try to remain calm. Don’t start screaming and shouting it doesn’t achieve anything. You need to keep a cool head and act rationally.
- Ask for Help: In most crisis situations there is always someone you can ring or ask for help that will know what to do. Having peer support from professional groups is really important in this situation. There is generally always someone you can ring.
- Check what’s covered: Depending on the situation, fire, theft, claim etc you’ll need to know what’s covered, so find your policy document and make contact. Do not admit liability to anything or offer any free sessions to clients.
- Break it down: Once you’ve established what you need to do to improve the situation, break it down and delegate tasks where you can. Initially you may feel overwhelmed but depending on the situation this could take days, weeks or months.
- Record it: Always keep a record of the situation, whether it’s filling in an incident form or making notes in a client’s or employee’s file. Make sure you do it as soon as the incident happens. Report it to relevant third parties as necessary.
The best way to avoid a crisis is to have good systems in place. This way you minimise the risk of exposing yourself to these situations. I’m not saying they are never going to happen but give yourself the best chance to avoid them. Remember what doesn’t kill you makes you stronger and you learn from past experience.