We have not found bad “press” about the clinic or the medical staff, but we have found some negative reviews that pertain to the customer service/front desk staff at the clinics and reviews from previous admin assistant staff (front desk/med assistants) that expressed that they felt the medical providers were treated better than the admin assistants. Given the timing, it seems these were likely connected.
We are planning to conduct exit interviews and anonymized staff interviews to identify where in the system the problem roots from. We will deal with that head on through management performance reviews (particularly with the COO and Office Managers), and by conducting both management training and customer service training that centers around rewarding and incentivizing positive experiences.
We also plan to raise the base pay for Medical Assistants and start paying for national holidays to boost morale.
We were encouraged that, alongside these reviews, there were also many positive reviews from patients and employees about what a great place BHC has been for them; what stood out in particularly were the regular references to people feeling like they were listened to by the staff and clinicians.
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