How can you approach difficult conversations with providers?
As a case manager, you may encounter situations where you need to have difficult conversations with providers, such as requesting a change in treatment plan, addressing a quality issue, or resolving a conflict. These conversations can be challenging, stressful, and emotional, but they are also essential for ensuring the best outcomes for your clients. How can you approach difficult conversations with providers in a respectful, professional, and productive way? Here are some tips to help you prepare, communicate, and follow up.
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Liam WebberOwner at Mr. English
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Stacie Gove- Ortmeyer"Passionate about helping students achieve their ideal future" Licensed Professional Counselor and Career Counselor
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Dr. Nicole L. Arkadie, Ed.D, LCSW, PPSCMental Wellness Expert | Public Speaker| Assistant Professor | Scholar Practitioner | Published Author | You Matter…
Before you initiate a difficult conversation with a provider, you should clarify the purpose and goal of the conversation. What is the main issue or concern that you want to address? What is the desired outcome or action that you want to achieve? How does it align with the client's needs and preferences? Having a clear and specific purpose and goal will help you focus on the relevant facts, avoid distractions, and communicate your expectations.
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"In approaching difficult provider conversations, clarity is key. Define the purpose clearly, much like an architect plans a structure. View the talk as a shared narrative, valuing diverse perspectives like varied ingredients in a recipe. Actively listen, discerning emotions akin to a skilled musician's ear for tones. Keep an open mind, embracing different viewpoints. Follow-up transforms resolutions into actions, much like characters evolving in a story. Each conversation, a chapter, contributes to the ongoing saga of providing optimal client outcomes." - Mr. English aka Liam Webber
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Try to lay the foundation before the conversation takes place, start by bringing up noticed indifferences and invite conversations to happen. Be active when listening, clarify points, embrace different viewpoints and be patient. When the time is appropriate, respectfully voice observations where there is room for compromise and shared goals. The best plans come from a team of different people with shared goals.
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Keep It Focused On Client/Patient Care One way I have found to be successful and effective in having a difficult conversation with a physician is to keep it client focused/centered. I often approach the conversation with a lead in disclaimer statement such as: This is a somewhat difficult topic I need to discuss with you, but one that is pertinent to client (X) treatment of care: I know that just like me; you are focused on providing the best possible care for patient (X) and want to ensure they have positive outcomes. Then I discuss whatever it was I needed to say to the physician about patient (X) -Dr. Nicole
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"My approach to a difficult conversation with providers is being transparent". Listening to his ask and expectations with the task. Sharing my perspective about the step-by-step planning for the given task and its challenges. Also, showcasing the solutions to the challenges and its outcomes. Being calm can help you to handle stress, conflicts and the emotions. Taking client's suggestions time-to-time in the process of the steps for achieving the goal can improve your work quality and client's satisfaction level increases.
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In my experience I have to define objects or what is the desire outcome, what ideas that the person may have to aided in resolving the issue, formulating a plan to with a workable solution, have resources for a realistic reasonable solution and long and short term goals to achieve the desired outcome.
Once you have identified the purpose and goal of the conversation, you should plan and practice how to deliver your message. Think about the best time, place, and mode of communication for the conversation. Consider the provider's perspective, personality, and communication style. Anticipate possible questions, objections, or emotions that the provider may have. Prepare your key points, evidence, and suggestions in a concise and respectful way. Practice your tone, body language, and listening skills. You can also ask a colleague or supervisor for feedback or role-play the conversation.
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"Strategize your approach: After defining your conversation's purpose, meticulously plan your delivery. Choose an ideal setting and method, factoring in the provider's traits. Predict their queries, objections, and emotions. Prepare concise, evidence-backed points, delivered respectfully. Hone your tone, body language, and active listening. Seek feedback from colleagues or supervisors, ensuring a polished and empathetic exchange."
During the conversation, you should use empathy and assertiveness to balance your respect for the provider and your advocacy for the client. Empathy means acknowledging the provider's feelings, opinions, and challenges, and showing that you care about their perspective. Assertiveness means expressing your own feelings, opinions, and needs, and standing up for your client's rights and interests. You can use empathy and assertiveness by using statements such as "I understand that...", "I appreciate that...", "I feel that...", "I think that...", "I need that...", and "I suggest that...".
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"Empathetic assertiveness is key: Strike a balance between respecting the provider and advocating for your client. Acknowledge the provider's feelings and challenges while expressing your own perspective. Employ statements like 'I understand that...' and 'I suggest that...' to convey empathy and assertiveness, ensuring a respectful yet firm approach."
The ultimate goal of a difficult conversation with a provider is to seek collaboration and resolution. Collaboration means working together to find a mutually acceptable solution that meets the client's needs and preferences. Resolution means reaching an agreement or understanding that resolves the issue or concern. You can seek collaboration and resolution by asking open-ended questions, listening actively, summarizing key points, offering alternatives, and negotiating compromises. You should also avoid blaming, criticizing, or attacking the provider, as this will only create defensiveness and resistance.
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"Embrace empathy and assertiveness: Acknowledge the provider's perspective ('I understand that...') while standing firm on client rights ('I suggest that...'). Like a skilled diplomat balancing diplomacy and firmness, foster understanding without compromising principles, ensuring a collaborative resolution. Effective communication is akin to conducting a symphony, harmonizing diverse notes into a cohesive masterpiece, achieving mutual accord without discord."
After the conversation, you should follow up and document the outcome and action steps. Follow up means checking in with the provider to see how they are implementing the agreed solution, providing feedback, support, or resources, and addressing any new issues or concerns. Documenting means recording the details of the conversation, the outcome, and the action steps in your case notes or files, and sharing them with the relevant parties. Following up and documenting will help you monitor the progress, ensure accountability, and maintain trust and rapport with the provider.
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"In the aftermath, be like a strategic architect, ensuring the blueprint of collaboration stands strong. Follow up diligently, nurturing the implemented solutions, offering guidance like a compass in uncharted waters. Document this journey meticulously, crafting a digital narrative, ensuring every detail is etched like a bestseller, fostering accountability, trust, and a legacy of fruitful partnerships."
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