How to Manage a Toxic Employee

Urgent message: An urgent care center cannot afford to retain employees who undermine work, demoralize others, run off patients, or who seek vengeance. But dealing with toxic employees is more complicated than simply firing them; urgent care operators must have a strategy.   Alan A. Ayers, MBA, MAcc is Chief Executive Officer of Velocity Urgent Care, LLC and is Practice Management Editor of The Journal of Urgent Care Medicine. The “toxic employee” is one of the more dangerous phenomena for the urgent care staff. More potent than any outside circumstance, …
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Building Engaged, Productive Teams by Saying Thank You

Alan A. Ayers, MBA, MAcc is Chief Executive Officer of Velocity Urgent Care, LLC and is Practice Management Editor of The Journal of Urgent Care Medicine.   Urgent message: In an era of widespread worker disengagement, one simple way to improve morale in your urgent care operation is to embrace a “culture of gratitude” which starts with saying the simple phrase, thank you. America has a workplace engagement problem, as evidenced by a consensus of HR experts estimating that around 70% of all employees are at least somewhat disengaged. In …
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How to Deal with That Colleague Who Turns into a Jerk Whenever the Boss is Gone

Alan A. Ayers, MBA, MAcc is Chief Executive Officer of Velocity Urgent Care and is Practice Management Editor of The Journal of Urgent Care Medicine.   Urgent message: Coworkers who change personalities when the boss isn’t around are a reality of the workplace. However, there are steps you can take to handle such toxic colleagues, and improve workplace morale and team dynamics. Every urgent care center has that one employee who is utterly pleasant when the boss is in the room and a nightmare the moment he or she leaves …
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Provider Burnout is Real; Show Compassion for Yourself

 Urgent message: The life of an urgent care physician entails having compassion for patients, but to prevent the very real phenomenon of physician burnout, compassion should start with yourself. Alan A. Ayers, MBA, MAcc is Chief Executive Officer of Velocity Urgent Care and is Practice Management Editor of The Journal of Urgent Care Medicine. We’ve all heard the announcement on the airline, “Before assisting other passengers, please secure your own oxygen first.” Yet, physicians and other urgent care providers, who frequently pursue medical careers to “help people,” often focus so …
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The Comfort Elephant in the (Waiting) Room

Urgent message: Helping staff understand the difference between true service animals, vs those that merely bring comfort to patients, is a good first step toward ensuring your waiting room is safe and comfortable for all—and that your urgent care operation is in compliance with applicable laws. If the emergency department can claim to have seen everything, the urgent care can claim to have seen almost everything. This includes patients who believe it is their right by God and Congress to bring some sort of mammal, reptile, or bird into your …
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