What to do during a physician intervention

The steps of an intervention with a physician who has been regularly preforming poorly will vary depending on the circumstances. However, there are some common guidelines to keep in mind:

• Ask the right first question. Ask the physician why his or her data is different than his or her peers rather than asking why the data is “bad.” Discuss with the physician whether the data is valid, measures something that the physician didn’t perform, is not attributed correctly, etc. Asking the right first question opens the door to a productive discussion rather than putting the physician on the defensive.
• Listen to the physician’s truth. Before sharing your truth with an individual, listen to theirs. First of all, they may have a legitimate truth—for example, there may be an issue with the medical records department, other practitioners may need more training, or there may be subpar supplies or equipment that they cannot use or that is frustrating to use. The point is, there may be other issues and mitigating circumstances to consider. The physician is more likely to listen to the department chair if first given the opportunity to share his or her viewpoint.