Наталья Сухарева: как ценности помогают руководить сетью клиник «Здравица»

Подкаст «Вебсарафан» взял интервью у Натальи Сухаревой — основательницы сети семейной медицины «Здравица».
Послушать подкаст можно на странице, в iTunes или скачать в SoundCloud.

Опытом делится основательница сети центров семейной медицины «Здравица» Наталья Сухарева. Не имея профильного медицинского образования, она открыла сеть клиник и полностью перевернула шаблоны медицинского сервиса в Новосибирске:

  • Одна из первых внедрила электронную медкарту. Врачам больше не нужно тратить время на поиск всех назначений пациента или “футболить” его от специалиста к специалисту.
  • Постановила, что регистратура в клинике играет не менее важную роль, чем врачи.
  • Выстроила идеальную систему реагирования на клиентские отзывы еще в 2005 году, когда с ними вообще никто не умел работать.

«Здравица» из года в год признается лучшим медицинским учреждением города и по обороту входит в ТОП-100 клиник России.

Краткое содержание подкаста

Подобрать сотрудников на основе ценностей
В «Здравице» работает 450 человек, но HR-отдела нет. Каждый руководитель сам выбирает себе людей, оценивает их профессиональную компетентность. Ранее, пока не могла на 100% доверить это руководителям, Наталья лично собеседовала лучших кандидатов, чтобы почувствовать, рядом с этим человеком комфортно или есть напряжение; как человек отзывается о пациентах, коллегах, прошлых руководителях – представляют ли люди для него ценность.

Помочь сотрудникам актуализировать личные ценности
Наталья внедрила в компании групповые тренинги в коучинг-формате: «Все учат коммуникациям или навыкам продаж. Мы делаем тренинги, где люди разбираются в себе и своих ценностях. Как они могут по-настоящему проявлять себя? Как действовать так, чтобы им было по кайфу?»

«Я придумала театрализованный мини-тренинг для администраторов. Одни были клиентами, другие садились за кассу. У первых была задача обратиться со сложным случаем, а вот кассиру я велела жевать жвачку, только через минуту поднимать глаза и через губу говорить “Что вам?”. Побывав один раз «на той стороне», им больше ничего не нужно было объяснять про сервис и внимательность к клиентам».

Синхронизировать личные ценности сотрудника и ценности компании
Вместо того, чтобы внедрять сухие правила, в «Здравице» сотрудникам помогают пропустить через себя каждый стандарт.

«Мы этакие эволюционщики: у нас ничего не внедряется жестко. Мы запускаем тему, она начинает жить. Например, в прошлом году мы встраивали тему профилактики у пациентов. На протяжении года врачи обсуждали, как это возможно, чем ценно и почему нужно. Они погрузились в тему, и она начала в них расти. А так – “внедрил стандарт, и все срочно начали профилактику” – не сработает».

Если вам понравился подкаст, поделитесь им с коллегами в социальных сетях!

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