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How to Coach Clinicians Who Are Struggling With Patient Experience or Retention
Takeaways
- Coaching is about support, not blame. Go in with empathy and clarity.
- Focus on one behavior at a time, it’s more helpful and less overwhelming.
- Tie everything back to what matters most: great care and better outcomes.
With the right approach, coaching can transform a struggling clinician into a strong, confident team player who truly connects with patients.
Let’s be real: coaching a team member who isn’t connecting with patients the way you hoped can feel awkward.
You might be seeing a pattern, patients aren’t rebooking, feedback is a little off, or their schedule just isn’t filling the way others’ are. You know something’s off… but how do you bring it up in a way that actually helps?
It’s easy to avoid the conversation, hoping things improve. But if you’re serious about building a great clinic, one known for excellent care and loyal patients, you can’t just hope. You need to coach.
Not with pressure. Not with blame. But with support, clarity, and care.
Here’s how to coach healthcare staff for better results, especially when the challenge is more about human connection than clinical skills.
First: Most Clinicians Want to Do Well, They Just Don’t Always Know How
This is important. If a clinician isn’t getting patients to come back, it doesn’t mean they’re lazy or don’t care. More often, it means:
- They don’t realize anything’s wrong
- They’re not sure what to do differently
- They feel insecure and are trying to “tough it out”
Your job as a leader isn’t to catch mistakes, it’s to bring awareness and offer tools to improve.
Need help supporting clinicians who are falling behind on patient retention? Let’s work through a coaching strategy that actually sticks.
Step-by-Step: How to Coach Without Making It Weird
1. Start With Curiosity, Not Criticism
Begin with something like:
“Hey, I’ve noticed a few patients haven’t followed through on their treatment plans lately. How have those sessions felt to you?”
You’re not accusing, you’re exploring with them. This creates a space where they’ll be much more open to feedback.
2. Get Specific, But Stay Supportive
General advice like “work on your patient communication” isn’t helpful. Instead, say:
“I noticed in a few sessions you wrapped up without clearly recommending next steps. Patients might leave unsure if they’re supposed to come back or not.”
Now they have something concrete they can actually work on.
3. Tie Everything Back to Patient Outcomes
Retention isn’t about “filling a schedule”, it’s about giving people the care they need.
Frame it like this:
“When patients drop off early, they usually don’t get the results they came in for. The goal is to help them stick with the plan so they can feel better.”
This shifts the focus from numbers to impact, which most clinicians care deeply about.
4. Pick One Small Change to Focus On
Overhauling someone’s entire approach? That’s overwhelming. Focus on one shift at a time, like:
- Asking every patient, “Would it help if I booked your next session now?”
- Pausing to ask how their injury is affecting daily life, builds connection
- Rephrasing the treatment plan using simple, empowering language
Keep it simple. Small wins build confidence.
5. Use Data, But Don’t Weaponize It
It’s okay to share things like rebooking rate or feedback scores. Just don’t throw them out like a report card. Say:
“Here’s where your numbers are this month. No stress, I just want to use this as a starting point to work from.”
Then celebrate progress, even small improvements. A little encouragement goes a long way.
If you’re noticing gaps in patient experience or follow-up, we can help you coach your team with clarity and confidence.
Frequently Asked Questions
Keep it neutral. Share the data or trends you’re seeing and ask open-ended questions. You’re not trying to convince them, they’ll often connect the dots themselves when you guide them gently.
Frame it as support, not control. You’re offering feedback because you believe in them, not because you’re looking for faults.
It depends, but even one small shift in language or behavior can show results in a few weeks. Just stay consistent and keep the lines of communication open.
Medical Disclaimer:
The information presented in this blog post is for educational purposes and should not be interpreted as medical advice. If you are seeking medical advice, treatment or a diagnosis, consult with a medical professional such as one suggested on this website. The Clinic Accelerator Inc. and the author of this page are not liable for the associated risks of using or acting upon the information contained in this article.