Episode Details

In this episode, Dr. Barbara Hales and John O’Brien discuss:
● The importance of creating a positive experience for patients and staff in medical practices.
● How to handle patient reviews effectively and the role of platforms like Google and Yelp.
● Strategies for combating rudeness in healthcare environments to improve workplace culture.

Key Takeaways:
“Recognize the message that your body is sending non-verbally, and breathe. Compassion and understanding go a long way in managing rudeness and creating a better environment.” – John O’Brien

Connect with John O’Brien:
Website: Activate Success
Rudeness Resources: Rudeness Rehab

Connect with Barbara Hales:

Twitter:   @DrBarbaraHales
Facebook:   facebook.com/theMedicalStrategist
Business website: www.TheMedicalStrategist.com
Show website:   www.MarketingTipsForDoctors.com
Email:   info@TheMedicalStrategist.com

YouTube: TheMedicalStrategist
LinkedIn: www.linkedin.com/in/barbarahales

Books:
Content Copy Made Easy
14 Tactics to Triple Sales
Power to the Patient: The Medical Strategist

TRANSCRIPTION (184)

Introduction of Guest

Dr. Barbara Hales:
Welcome to another episode of marketing tips for doctors. I’m your host, Dr. Barbara Hales, and today we’re honored to have with us John O’Brien. He is a doctor, licensed psychologist, professional speaker, and executive coach in Portland, Maine, with an over 30-year career in the mental health field. He is a founder of two successful businesses and has held leadership positions in many professional organizations, including past president of the Maine Psychological Association. John serves as an adjunct professor at the University of Maine at Augusta, teaching courses in psychology, trauma, and addiction-related topics. John equips people with tangible skills and concrete tools that empower them to swiftly reduce stress levels and enhance wellness. He’s the author of the recently released book Rudeness Rehab: Reclaiming Civility in the Workplace and Your Home Space. The reason why John is a great speaker today is one of the problems of private practice for physicians: staff retention. You spend a lot of time and effort and money training staff, and then they’re unsatisfied, and they’re gone, and you have to start the process all over again. So this is something that is dear to a lot of physicians in private practice, and you’ll learn a lot of stuff today with Dr. John. Welcome to the show.

John O’Brien:
Thanks so much for having me, Dr. Hales. The first question…

What Is Incivility?

Dr. Barbara Hales:
That people might want to know is, what is incivility? Now we all may think of it as rudeness or a few four-letter descriptions, but in terms of a professional viewpoint, what is it actually?

John O’Brien:
So? As you said, people define it in various ways, but I think of it as inconsiderate or rude behavior that violates norms of appropriate workplace conduct. I would simply say, I think it’s inconsiderate behavior that causes stress in the target of the behavior, in people that witness the behavior, and even ultimately boomeranging back to the person who is rude, her or himself. I could give you some examples of what I mean by the uncivil behavior.

Examples of Incivility