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Hire the Right Physicians
with CEO Stephen Pennington, Hugh-Chatham Hospital, Elkin NC |
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| “I |
t takes more than stamina, special training, a good salary, and comfortable
shoes to succeed in healthcare, “says CEO Stephen Pennington of Hugh- |
Chatham Hospital, a small community hospital in Elkin, NC. “You have to love people.” |
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| Pennington, who’s led Hugh-Chatham just over a year, credits the talented team of physicians and staff for the jump in emergency department overall patient satisfaction, particularly with physician satisfaction. Overall ED patient satisfaction has risen from the 25th percentile in 2003 to the 97th percentile in 2007. |
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| “If you would’ve told me when I first arrived here that our patient satisfaction with our emergency department would be where it is today, I would’ve been shocked,’’ he adds. “Our physical plant is still vintage 1973 until we replace it next year…but it’s the rare combination of physician leadership, strong nursing and systems that work that are making the difference.” |
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Hire Right or Work Short
“One of our ED physicians said he’d work longer hours and many extra shifts a month before he’d hire the wrong physician colleague,” explains Clinical Nurse Manager Lynn Kennedy. That’s because the current team of physicians and nurses are a closely aligned group. Everyone understands that the consistent delivery of quality care depends upon a sensitive mix of caring, compassion and clinical skill that relies on accurate and timely communication among the care team. |
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| “We look for communication skills and the ability to work with other members of our medical and nursing staff when we interview physicians,” adds Pennington. “If an emotional parent comes into the ED with a child, it’s not about just ordering the right tests for an accurate diagnosis. Showing sensitivity and compassion to the family is just as critical.” |
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Representing the team that makes it all happen at Hugh-Chatham Hospital (L to R): Rena Luffman, ED assistant nurse manager; James France, M.D.; Susan Briscoe, CNO; Steve Isaacs, M.D.; and Lynn Kennedy, ED Nurse Manager |
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Four Questions to Ask
In addition to peer interviewing by physician colleagues and nurse leaders, CEO Stephen Pennington likes to ask five types of questions to get a sense of whether a new ED physician will be a good fit.
- Who has ownership of the Emergency Department?While there’s not a single, correct answer, Pennington looks for insight into the physician’s ability to collaborate and demonstrate teamwork. “It’s a red flag if the physician believes the ED is the main cog in the wheel. Other physicians are not there to serve the ED physician. In my view, they are there to serve the rest of the medical staff because it takes primary care and specialty physicians to make it work, too.”
- The ED is full. The hospital is full, and you are waiting on beds. What will you do? Answers provide insight into the physician’s judgment, problem-solving skills, and leadership abilities.
- Parents arrive in the ED at 3 am with a three-yearold child who has a fever and they request a chest x-ray. How will you respond? Pennington looks for sensitivity, caring, and compassion in this physician’s communication about necessary tests and treatment.
- What is the first thing you do when you report to work? Since the ED physician sets the tone for both the department and the shift, attitude is mission-critical. A “can do” attitude is contagious and sparks more positive attitudes throughout the hospital. This question also offers insight into teamwork during shift changes that can impact (for better or for worse) the throughput of a busy ED and length of stay.
“Shared accountability for patient satisfaction is also critical,” Pennington notes. “Our physician contracts explain that if doctors are rated below a certain baseline by patients, they will not receive their monthly stipend. However, if physicians as a group are over the 92nd percentile, they receive a bonus. While the bonus isn’t their main motivator, it is a nice reward for exceptional performance.”
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Stephen Pennington is the CEO of Hugh Chatham Memorial Hospital, a 220 bed hospital in western North Carolina. Before his recent move to Hugh Chatham a year ago, he served for seven years as CEO at Baldwin Regional Medical Center in Foley, AL. |
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Learn how to hire the right physicians. |
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Hire physicians whose conduct, behavior, and clinical performance match your organization’s standards and goals. Download Studer Group’s Physician Selection Toolkit (free to SG partners)—which includes a comprehensive list of recommended interview questions here. |
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