Empower, Inspire, Achieve

Nivedita Nanda talks about HR as one of the most important functions contributing to smooth functioning and effective teamwork in dermatology.

Managing human resources is essential in any industry, and dermatology is no exception. Often, the growth of a dermatology clinic depends not only on the dermatologist but also on the organisation of the clinic and the effectiveness of the team. Any doctor who desires success must possess qualities such as the ability to manage the team around them.

First, it is important to recognise that dermatology clinics are quite distinct from typical healthcare offices because patients visit these clinics primarily for concerns related to physical appearance. It is not just about providing healthcare services like other customer service providers; it is about making patients feel better in their own skin. Therefore, it is crucial that they feel welcomed by the front desk staff, secretaries, and assistants.

Key themes

When junior doctors join, they often want to choose which senior doctor to work with because they are eager to learn new and significant aspects of dermatology. As a result, managing junior consultants can be challenging. They come, learn, and then leave with the knowledge you have imparted. The same applies to your paramedics and front office staff because you have established specific processes.

You want to run your organisation in a certain way, but the main question is: What can you do to retain this knowledge and build a team of good people who value you? A good manager is not simply someone who pays well or sends a sweet box on Diwali. A good manager is someone who knows how to appreciate and encourage their team.

A good manager can do so by: .

• Creating a positive work environment: Apositive atmosphere boosts morale and productivity. Simple gestures like a good morning smile or asking about personal well-being can make a big difference.

• Respect and recognition: This implies that the management should show appreciation to their team. Praise and rewards show the company values input and this motivates employees.

• Collaboration in the workplace: The involvement of one’s team must be done in both good and bad times. If you involve them, they are not only going to be your partner, but they are going to feel like your family.

• Delegation and empowerment: Leaders are cautious whenever they are laying delegating power down because they feel that they will lose control of their organisation.

However, delegation shifts the power to your team and lets them be more productive hence playing a more valuable role. It also relieves you of some activities and gives you ample time for your other important activities like patient care.

• Learning and development: Education is a lifelong process that relates to one’s character as well as his or her area of work. Organising or at least recommending your subordinates to attend conferences, workshops, and training sessions will instill more motivation and skills.

Building a thriving team

A good team is not built on the amount of money you have. Money is not everything; respect holds more value. You cannot always pay your employees more, but the respect you give them is paramount. This principle should guide your interactions and management style. These are some of the strategies you must consider when creating a thriving team.

1. Net Promoter Score (NPS) and employee satisfaction surveys

Net Promoter Score (NPS) and Google reviews are essential tools used to understand customer sentiments and satisfaction levels in various industries. However, life has moved beyond Google reviews and now more companies are embracing NPS to measure employee satisfaction. It is often known that a happy employee translates to a happy client. This concept can be illustrated with a real case from the Mayo Clinic. Initially, they had a minus 25 in employee experience, which also affected their customer satisfaction, dropping it to 30. In the first quarter of 2023, their score improved to 81 when employee happiness increased. Therefore, understanding the level of your employees’ satisfaction is crucial in determining the clients’ success.

You should also incorporate a Net Promoter Score (NPS) survey for your customers. All you need is for your clients to fill out the online form. The score is calculated by subtracting the detractors from the promoters. Is your score the same as your employees’? Once you determine this, you will gain insight into the levels of satisfaction and dissatisfaction among both your employees and clients, which will help you implement better strategies to improve the results.

2. Ahappy employee means a satisfied customer

It has been proven beyond a reasonable doubt that a happy employee will attract more clients, who will leave the clinic satisfied. This principle is crucial for maintaining a thriving practice. Many of us choose clinics based on reviews from online telemedicine platforms. However, it is time to move beyond these reviews. Promote a culture of rewarding and involving your employees in the running of the clinic, this will ensure that your business is effective and the overall objective of satisfying your customers is fully met.

The significance of good HR management in dermatology

It is important to understand that conducting normal clinicrelated activities is not enough to drive your dermatology clinic forward, you must incorporate all the components of a good manager. If you engage your team in the running of your clinic you will witness a couple of benefits among them being:

• Athriving team can help you manage your clinic better. This means that when you treat your clinical staff right from the front desk operators to assistants, you will be able to run your clinic well without challenges. Astrong team ensures that work is done efficiently and effectively. This means that as a clinic owner, you can delegate tasks with confidence, knowing that your team can handle responsibilities in your absence.

• Positive gestures will create a bond of loyalty, due to your appreciation of the hard work they are putting in. Thus, the loyalty and the trust that form the bond between you and your team members are established by appreciating their effort. This brings in a more dedicated team; staff are likely to work harder to ensure the clinic prospers.

• Delegation can help you lessen your workload as well as increase the efficiency and productivity of the clinic. Delegation can also help you shed some of the burden, hence making the clinic more efficient since some tasks can be managed by other members of staff rather than the clinic head.

• As it has been established, happy employees mean happy customers. When you respect and provide the basic needs to employees they become loyal enough to bring more clients in, and the clients leave the clinic more satisfied. When customers are happy, they will refer others to do business with you, hence, establishing long-term loyalty.

Clinic operations success

One crucial aspect that cannot be overemphasised in dermatology clinics is human resources management, as it facilitates clinic operations through team integrity. By recognising the value of employees, acknowledging their contributions, offering promotion opportunities, and encouraging growth, clinic managers can achieve strong employee commitment. Effective delegation also improves efficiency by freeing up managerial time and energy for higher-level planning, strategy execution, and attending to patients’ needs. Tools like Net Promoter Score (NPS) surveys help assess the satisfaction levels of both employees and consumers, making it easier to understand the relationship between employee welfare and customer satisfaction.

The above article has been extracted from Nivedita Nanda’s recent talk at the Aesthetic Medicine India Conference 2024 in Mumbai.

“Delegationshifts the power to your team and lets them be more productive hence playing a more valuable role. ”

About Nivedita Nanda: Nivedita Nanda, Country Director People & Culture, ISS India, brings a unique blend of experience managing HR functions across diverse industries, including the Indian Air Force, infrastructure, healthcare, and media. She began her career as a Pilot Officer in the Indian Air Force before transitioning to the corporate world. Her previous roles include CHRO at Kaya Ltd, Group HR Head at Prime Focus Ltd, and Chief People Officer at Reliance Health and Reliance Energy. Her leadership has been pivotal in establishing Greenfield ventures, managing mergers and acquisitions, and integrating public and private enterprises. She has been recognised as one of India’s 50 Best HR Leaders and one of the 100 Most Influential Global HR Professionals by CHRO Asia.