Your second day goes much the same as the first. Patients late in the day get consistently more annoyed because of their wait times.
Conflict Resolution
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Conflict Resolution
You go home, hoping that tomorrow things will be better.
But, on this your third day of the new job, things are no better. In fact, you fall even farther behind the schedule. The last patient of the day leaves before you can meet with her.
You remember that avoidance is not a good way to handle conflict. You should have talked with Chondra the first day you fell behind schedule.
You decide to talk with Chondra
You recall that talking with someone who might be able to help you navigate the waters in a new job is a good decision.
You ask Chondra for a few minutes of her time. You quickly remind her how many patients you had each day, explaining that each one took 10-15 minutes to do the work a medical assistant usually does, which is why you ran so late. You say that you do not feel like you are doing a good job as the day goes on, as you rush to try to get back on schedule and see all your patients. You know you are short-changing the patient’s care.
What do you say next?
Chondra, I can’t continue working like this!
Mary never had these problems. I'm sure you can do the work, too.
You remember that complaining gets you nowhere.
Chondra, you have to fix my schedule and send me fewer patients.
The old NP, Mary, never had these problems. Deal with it. You know that patient volume and satisfaction is what has made Best Health so popular here. Dr. Gregory is beloved by his patients, and we can’t afford to have anything hurt our reputation.
You realize that demanding action from a coworker is not a good way to resolve conflict.
What happened to Melissa? Did she leave because there was too much work?
The old NP, Mary, never had these problems. Deal with it. You know that patient volume and satisfaction is what has made Best Health so popular here. Dr. Gregory is beloved by his patients, and we can’t afford to have anything hurt our reputation.
You realize that making snarky comments about an absent coworker is not helpful.
Chondra, I don't know how I can keep up. Can you help me figure out what I need to change?
You happily realize that stating what is happening and asking for help is an excellent choice.
Mary never got behind schedule with patients. Why do you think that was?
What do you say to Chondra?
Mary had more experience than I do.
So what? You were hired to do the same job she did. It's still your first days. Things will get easier as you get familiar with it.
You recognize that while it is true about Mary’s level of experience, it is not helpful to complain about other people or your own lack of experience.
Did Mary have a medical assistant?
You realize you assumed there was a medical assistant and never specifically asked about it during your interviews.
Yes, Melissa has been here for years, and before her, we had Franca.
How do you respond to this news?
I'm sure Mary had more support from you.
I do the same for you that I did for her!
You belatedly realize that it is not helpful to accuse Chondra of doing something of which you have no knowledge.
Where is Melissa?
Oh, she's on maternity leave. The baby is due in a couple weeks. Then she has, let me see, two months off. I think she plans another month or so part time after that. Dr. Gregory is very generous to new moms! I had paid time off for my boys, too. Here, want to see a picture of them?
You realize you made a good choice to talk politely to Chondra, ask for help, and make a personal connection.
After chatting about her children for a few minutes, you continue the conversation about medical assistants.
Time Passes
The days start to fade together. You meet Mr. Garcia, Dr. Gregory’s temporary medical assistant while the regular MA, Melissa, is on maternity leave. You wish he was your assistant, instead.
It’s been nearly a month on the job, and things have not gotten any better. Once or twice, you manage to get done almost on time, but only because there were cancellations. Your relationship with Chondra fluctuates; you recognize sometimes you take your frustration at the job out on her. You were so excited to start your first job as a nurse practitioner, but now you are second guessing your choice of positions, maybe even careers, if this is what it is like.
As your one-month anniversary approaches….
Dr. Gregory asks to see you.
Given your background, education at Maryville, and experience, I was excited to have you join my practice. However, I have some reservations about the nature of your work. I am particularly concerned that you are not able to keep to your schedule. You know I have a small practice, but I’ve had it for nearly 3 decades. We’re almost family to some of our patients. I’ve doctored their parents, and their babies. I can’t upset them.
How do you respond?
You think, “Chondra must have told him how I keep getting behind.”
You tell Dr. Gregory you will do what you can. You get out of the conversation quickly and find Chondra. You accuse her of not telling the truth about your performance in talking with Dr. Gregory.
You Quit.
You continue to fall behind schedule. You can’t seem to have a civil conversation with Chondra, who appears more and more frustrated with you every day. You know Dr. Gregory is not pleased with the quality of your work since patients have been complaining about you and asking to switch to him. After another few weeks, you decide you cannot stand the schedule and the atmosphere, and you quit.
You recognize that ignoring the real problem or blaming Chondra was not a good way to try to resolve the situation. That did not resolve your underlying problems of a rapid schedule and not having a medical assistant.
You apologize and promise to do better.
Despite your best efforst, you simply cannot keep up with the workload.
You Quit.
You continue to fall behind schedule. You can’t seem to have a civil conversation with Chondra, who appears more and more frustrated with you every day. You know Dr. Gregory is not pleased with the quality of your work since patients have been complaining about you and asking to switch to him. After another few weeks, you decide you cannot stand the schedule and the atmosphere, and you quit.
You recognize that ignoring the real problem or blaming Chondra was not a good way to try to resolve the situation. That did not resolve your underlying problems of a rapid schedule and not having a medical assistant.
You ask Dr. Gregory to meet privately with you.
You are proud of yourself for remembering that it is a good idea to be proactive, to set up a time in advance, and to talk privately with your boss.
You and Dr. Gregory meet in his office.
What do you do?
You say, “I need to talk with you about a difficult issue.”
You say that you didn't bring this up before because you hoped you would get used to the schedule. However, you realize cannot keep up with the number of patients without a medical assistant, like Mary had before and he has now.
You and Dr. Gregory discuss the issue and possibilities for a while.
I can see from reviewing your charts that you are thorough, and except for the delays in keeping the appointments, the patients seem to be receptive to you. It is hard to get used to a new pattern to working.
I can see you are frustrated, and I appreciate that you talked to me about this calmly and directly. I think we can share Mr. Garcia, my medical assistant, at least some of the time. I will see if a temp can be hired until Melissa returns. Meanwhile, I will talk with Chondra about reducing the number of patients you see each day until we get you some help.
I can see you are frustrated, and I appreciate that you talked to me about this calmly and directly. I think we can share Mr. Garcia, my medical assistant, at least some of the time. I will see if a temp can be hired until Melissa returns. Meanwhile, I will talk with Chondra about reducing the number of patients you see each day until we get you some help.
You know you made good choices in talking with Dr. Gregory. By dealing with the actual issues of your schedule and lack of a medical assistant, he was willing to work with you to find a solution that would work.
You say, “I am concerned, too.”
You say that you didn't bring this up before because you hoped you would get used to the schedule. However, you realize cannot keep up with the number of patients without a medical assistant, like Mary had before and he has now.
You and Dr. Gregory discuss the issue and possibilities for a while.
I can see from reviewing your charts that you are thorough, and except for the delays in keeping the appointments, the patients seem to be receptive to you. It is hard to get used to a new pattern to working.
I can see you are frustrated, and I appreciate that you talked to me about this calmly and directly. I think we can share Mr. Garcia, my medical assistant, at least some of the time. I will see if a temp can be hired until Melissa returns. Meanwhile, I will talk with Chondra about reducing the number of patients you see each day until we get you some help.
I can see you are frustrated, and I appreciate that you talked to me about this calmly and directly. I think we can share Mr. Garcia, my medical assistant, at least some of the time. I will see if a temp can be hired until Melissa returns. Meanwhile, I will talk with Chondra about reducing the number of patients you see each day until we get you some help.
You know you made good choices in talking with Dr. Gregory. By dealing with the actual issues of your schedule and lack of a medical assistant, he was willing to work with you to find a solution that would work.
You say, “I need to talk to you about Chondra.”
You tell Dr. Gregory that Chondra isn’t giving you any help with your patients.
Labs, blood work, taking temperatures, all that work is not Chondra’s job. You know she’s been here for 15 years. She knows what she should and shouldn’t be doing. Stop asking her for assistance, except for things like helping with insurance paperwork.
Too late, you remember that complaining about a coworker is not an effective way to deal with conflict. It does not resolve your underlying problems of a busy schedule and not having a medical assistant.
What do you want to do?
You say, “I need you to get me a medical assistant.”
You tell Dr. Gregory he has to hire a medical assistant for you, as your schedule is unbearable.
I’m sorry, but having just hired you, I don’t have the budget for another employee. You know we cover most of the salary while Melissa’s on maternity leave. I’m sure our generous benefits are part of what attracted you to this job. But those benefits means you have to see all of your patients! You’ll just have to figure it out.
You realize too late that demanding your boss do something is not an effective way to resolve a conflict.
What do you want to do?
Is Dr. Gregory doing his own patient work, too?
Oh, no, of course not! He hired Mr. Garcia to do his MA work while Melissa’s gone. Didn’t you see him around yesterday?
Activity is complete.