In 2004, a medical clinic experienced sudden, tremendous growth. The
number of patients visiting the clinic more than doubled and the increased
workload placed a significant strain on the staff. When new people were
hired, they had trouble integrating into the team. The office was crippled
How Patti Helped
Patti had worked with this clinic for many years and she was the person
management turned to. She consulted with management at the clinic on a
course of action. The critical first step was to immediately hold a meeting,
so that all members of the team could share their perspectives. Through
this open communication forum, the clinic quickly identified its most
serious problems and determined a plan to correct them.
After this first critical meeting, the emotional climate in the clinic
improved very quickly. Patti facilitated a second meeting three months
later and by this time, the worst of the conflicts had been resolved.
Staff members felt recommitted to the team, had regained trust in the
organization and each other, and felt confident about their ability to
The entire team continued to meet on a quarterly basis throughout the
year. Because of its dedication to effective communication, the clinic
was able to improve and grow.