Who Adds Value to the Team and Who Subtracts It: A Critical Look at Your Practice
Oct 07, 2024
One of the most crucial lessons I consistently emphasize to clients is the importance of focusing on their team. Many people think of a "team" as simply a collection of individuals—a group working under one roof, aiming to complete a set of tasks. But in reality, a team is much more than that. A true team is a cohesive unit, working together toward common objectives, supporting one another, and creating synergy. When you start viewing your practice team this way, you also start evaluating who is genuinely adding value to the practice and who is consistently subtracting it.
In a practice, every team member either contributes to or detracts from the success of the organization. And the difference between adding and subtracting value often comes down to behaviors and actions, not just skills or job titles. The team members who add value are the ones who ensure the practice runs smoothly, who contribute positively to the patient experience, and who lift up the people around them. On the other hand, those who subtract value are the ones creating friction, undermining their colleagues, and failing to put the team's objectives above their own.
Evaluating True Value: Action vs. Words
Something you'll often discover in your team evaluations is that those who are most vocal about the value they add are not necessarily the ones making the biggest impact. These individuals may spend too much time talking about what they contribute rather than delivering on it. They’re the ones constantly broadcasting their contributions, but behind the scenes, they may be doing less heavy lifting than their quieter counterparts.
The individuals who are quietly working in the background are often the real value-adders. They don’t need to boast about their impact because their actions speak volumes. They're the ones ensuring patients have a five-star experience, keeping the schedule full, jumping in to help others, and doing the work that needs to be done—often without anyone needing to ask. These team members are the glue that holds the practice together.
As a leader, it is essential that you, or your managers, are constantly observing and assessing the team. This doesn’t mean simply tracking productivity metrics or counting patient appointments. It means observing how each team member interacts with others, how they contribute to the practice culture, and how their actions align with the overall goals of the team.
What Does It Mean to Add Value?
Adding value comes in many forms. It could be as straightforward as providing an exceptional patient experience—where patients feel heard, cared for, and compelled to leave glowing reviews. It could mean filling gaps in the schedule proactively, ensuring there is no downtime, or assisting a fellow teammate without hesitation when they are falling behind. These seemingly small contributions create a positive and productive environment that leads to the overall success of the practice.
Conversely, those who subtract value from the team are often easy to spot—though they may attempt to hide behind their words. These are the people who refuse to help their colleagues, who undermine others rather than lifting them up, and who regularly display passive-aggressive behaviors. They’re the ones that create a toxic work environment, making it harder for everyone else to do their jobs effectively. Their negativity drags the team down, detracts from patient experiences, and ultimately impedes the practice's growth.
Learning from Great Coaches: Value Beyond Skills
Great sports coaches understand that building a successful team is about more than individual skill sets. It’s about selecting players who contribute positively to the team as a whole—those who bring value beyond their technical abilities. The same philosophy applies to your practice. Skills are important, but value is determined by a person's character, their ability to work well with others, and their dedication to the team's objectives.
When you evaluate your team members, consider not only their performance in their specific roles but also how they influence the overall team dynamic. Do they make those around them better? Are they supportive and encouraging, or do they tear others down? This broader evaluation of value can help you provide more meaningful and effective feedback during performance reviews, as well as identify those who may need to shift their mindset or actions to better align with the practice's goals.
The Impact of Value-Driven Feedback
This approach to evaluating value is transformative when delivering feedback. Instead of just focusing on individual productivity, you start to see the impact of a person's behavior on the entire team. It changes the way you think about performance reviews—shifting from a simple assessment of skills and output to a holistic evaluation of how each team member contributes to the collective goals.
