A Family Affair – Recruiting and Retaining

the Spouse and Family too!

(aka, If mama ain’t happy ain’t nobody happy!)

Who am I?

Emily Glaccum, FASPRDirector of Physician RecruitmentArchbold Medical Center, Thomasville, GA

4 hospital system in SW Georgia. My “big” hospital has 224 beds 2, 25 bed, critical access hospitals 1, 60 bed hospital. 40 bed adult psychiatric hospital

The closest airports are an hour away. We have no “mall” We have a great downtown with boutique shops and great

restaurants. It can be very hard to meet people and feel like you belong.

Recruiting is not just a job – it is a way of life…. A way to help us - to help our families, our friends and our community….

Who knows when these physicians are going to be helping us or someone we love in a time of need……. thinking about recruiting this way puts it all in perspective…and makes it easier to put in all of the nights and weekends….

My Philosophy….

Recruiting and retaining is about so much more than just the physicians……

spouses, children, in laws, outlaws, pets and various relatives are also usually involved….

If we work on recruiting and retaining all the members of the family, then our work life may just get a whole lot easier!!!!

My Background….

Politics, Doctors and Fundraising…..Fundraising is VERY similar to recruitment and

retention…

In fundraising, once you get a gift you try and nurture and grow the relationship hoping for another gift, possibly better than the first..

Recruiting is just like fundraising…… I am selling a community, a medical facility, a

medical staff, a new way of life….

Lets start at the beginning…

screening….the Physician…

*For today we are going to assume physicians are male and spouses are female…

If after the initial screening phone call I want to move forward with a candidate, I usually email a list of websites pertinent to my community, the medical center etc. It includes links to the medical center, the town, the school systems, and a wide variety of things relative to my community… I ask the candidate that he and his spouse really take time and look over the information and investigate my town and make sure they are truly interested in a small town.

Websites John D. Archbold Memorial Hospital and Community

 

Medical(Archbold Medical Center) http://www.archbold.org/(Archbold Foundation) http://www.archbold.org/foundation    Southwest Georgia(Thomas County) http://www.thomascountyboc.org/(Community Network Services/CNS) http://www.cns-internet.com/aboutcns.shtml (Southwest Georgia) http://southwestgeorgia.com/tourism/ (Thomasville) http://www.thomasvillega.com/ (Thomasville) www.rose.net(Thomasville Chamber of Commerce) http://www.thomasvillechamber.com/(Thomasville Entertainment Foundation) http://www.tefconcerts.com/index.html(Thomasville Magazine) http://www.villageprofile.com/georgia/thomasville/main.html  

Things To Do (Dance Theatre of Thomasville) http://www.dancetheaterofthomasville.com/default.html (Downtown Directory) http://www.downtownthomasville.com/?page_id=4 (Downtown Thomasville) http://www.downtownthomasville.com/(Festivals and Events) http://festivalsandevents.com/festival.php?state=GA(Pebble Hill Plantation) http://www.pebblehill.com/ (Restaurants)    http://www.thomasvillega.com/?page_id=25(South Georgia Performing Arts) http://www.sgpa.us/ (Sweet Grass Dairy) http://www.sweetgrassdairy.com/ (The Center for the Arts) http://www.thomasvillearts.org/ (Thomas County Public Library System) http://www.tcpls.org/(Thomasville Genealogical, History and Fine Arts Library) http://home.rose.net/~glibrary/(Thomasville On Stage And Company) http://www.tosac.com/ (YMCA) http://www.ymca-thomasville.org/   

Schools (Brookwood School – private) http://www.brookwoodschool.org/(City Schools - public) http://www.tcitys.org/(County Schools - public) http://www.thomas.k12.ga.us/ (Scholars Academy, Public - College Prep Academy) http://www.tcitys.org/scholarsacademy/index.htm(Thomasville Christian School - private) http://www.tcschool.org/index.php  

Higher Education (Thomas University) http://www.thomasu.edu/(South West GA Tech College) http://www.southwestgatech.edu/(Florida A & M University) http://www.famu.edu/ (Florida State University) www.fsu.edu(Valdosta State University) http://www.valdosta.edu/  

MSNBC Article on Thomasville http://www.msnbc.msn.com/id/21134540/vp/41798041#41798041  (there is a 10 second ad you have to bear, then the article comes up!)

Once they decide (and we decide) that we are interested enough to bring them in for a visit (through various phone interviews) we do the following…(besides pick a date and book transportation!)

I email the Physician 2 forms, and I tell him I need these things as soon as possible in order to plan the best possible site visit for he and his family.

Prospective Physician Information Form (allows me to run NPDB and provides list of references etc)

Site Visit Information Questionnaire (provides information on himself and his family)

Background work…..

NOTE: The information requested herein must be completed and returned as soon as possible in order to facilitate plans for your on-site interview. Please feel free to reference your CV for any information already found therein. Please print or type and scan and email or fax back to (877) 688-2814, Attn: Emily Glaccum. Thank you. Name: ______________________________________ MD/DO ____________ Specialty: ________________________ Making a site visit to:___________________________HospitalOffice Address: _____________________________________________________ _____________________________________________________ _____________________________________________________ _____________________________________________________ Home Address: _____________________________________________________ _____________________________________________________ _____________________________________________________ _____________________________________________________ Home Phone: __________________________ FAX: ___________________ Date of Birth: ______________ Place of Birth: _________________________ Social Security Number # ________________________________________________ Undergraduate: ________________________________________Year: __________ Medical School: ________________________________________Year: __________

PROSPECTIVE PHYSICIAN INFORMATION FORM

Internship: ____________________________________________Year: __________ Residency: ____________________________________________ Year: __________ Fellowship: ____________________________________________Year:___________ License Number(s): ________________________________ State: __________ ________________________________ State: __________ ________________________________ State: __________ ________________________________ State: __________ DEA Number: _____________________________________ NPI Number: _____________________________________ Please list three (3) references: Name Position/Medical Specialty Telephone #/email 1._______________________ _____________________ _________________ 2._______________________ _____________________ _________________ 3._______________________ _____________________ _________________ Do you have any sanctions, revocations or suspensions or have you ever been denied licensure: _______________________________________________________________ Do you, or have you had any malpractice cases(settled/pending): _______________________ _______________________________________________________________________________

PROSPECTIVE PHYSICIAN INFORMATION FORM

RELEASE OF LIABILITY AND PRACTITIONER’S STATEMENT By agreeing to visit xxxxxxx Hospital, or xxxxxxx Hospital, or xxxxxxx Hospital, or xxxxxx Hospital, I: __________________________________________ --Signify my willingness to appear for interviews in regard to my application. --Authorize hospital representatives to consult with others who have been associated with me and/or who may have information bearing on my competence and qualifications. --Consent to hospital representatives’ inspection of all records and documents that may be material to an evaluation of my professional qualifications and competence to carry out the clinical privileges I request, of my physical and mental health status, and of my professional ethical qualifications. --Release from any liability all hospital representatives for their acts performed in good faith and without malice in connection with evaluation of me and my credentials. --Release from any liability all individuals and organizations who provide information, including otherwise privileged or confidential information, to hospital representatives in good faith and without malice concerning my competence, professional ethics, character, physical and mental health, emotional stability, and other qualifications for staff appointment and clinical privileges. --Authorize and consent to hospital representatives providing other hospitals, medical associations, licensing boards, and other organizations concerned with provider performance and the quality and efficiency of patient care with any information relevant to such matters that the hospital may have concerning me, and release hospital representatives from liability for so doing, provided that such furnishing of information is done in good faith and without malice. Signature: ______________________________ Date: _______________

PROSPECTIVE PHYSICIAN INFORMATION FORM

What is your full name?

What name do you prefer to be called?

Where are you from/where did you grow up?

What attracts you to Thomasville?

What are your hobbies?

Do you have any dietary restrictions or food allergies?

What is your favorite food?

How do you prefer I address you in private?

SITE VISIT INFORMATION QUESTIONNAIRE

What is your spouse’s name?

Does she have a job outside of the home?

If so, do we need to be thinking about job opportunities for her?

Do you have children? If so, what are their names and ages and grades in school?

Are there any other things you would like for me to know (or that I should know) in order to make the most of your site visit?

Is there anything we can do for your spouse to ensure the best possible site visit for him?

SITE VISIT INFORMATION QUESTIONNAIRE

Try and speak with her on the phone before the visit… setting a precedent with her that she is a VERY important part of the process.

Things to know/try and find out….

What is your full name?

What do you prefer to be called?

Where did you grow up?

What are your hobbies? Golf, fishing, hunting, running, biking, shopping, reading,

cooking, travel, eating out…

The Spouse

Do you have any dietary restrictions?

What is your favorite food?

What kinds of things do your children like to do?

Do they have any dietary restrictions or food allergies?

Do they have any other allergies?

Are there any other things you would like for me to know (or that I should know) in order to make the most of your site visit?

Is there anything we can do for your spouse to ensure the best possible site visit for him?

What would you like to accomplish on this visit (aside from your spouse seeing the practice, and you seeing the town etc) (a lot of this depends on how long they are in town for).

Do you wish to visit schools, preschools, day care centers?

Do you have a preference of private vs. public school?

Are there any other things you would like for me to know in order to ensure the best site visit?

What is the best way to communicate with you? Phone, text or email?

ITINERARY

Email the Physician and the spouse, (if possible), a copy of the itinerary a few days ahead of time. Ask them to review and to let you know if they have any questions, or if there is something missing that they were really hoping to see/do.

The itinerary should contain all details, including travel, rental car and hotel information. If flying I always provide directions coming from the airport (even though every phone has a gps)….

Our goal is to make this visit as easy and stress free as possible. They need to feel wanted…

THE SITE VISIT

You only have one chance to

make a first impression!!!!!

Where do you have physicians stay on the visit?

Hotel? Bed and Breakfast? House?

Do they give your doctors the red carpet treatment?

Try and think of easy ways they can help you make the doctor and family feel important. (keep a relationship with hotels and staff you use frequently)… (bring gifts to hotel staff occassionally!)

How do you make the family feel welcome upon arrival?

Do you have a gift basket waiting for them in their room?

Do you have a printed itinerary waiting in the room for each adult member of the family?

Maybe a few bottles of water and sodas, some snacks….

What about the children? Do you put something special just for them in the room … (ie

coloring book and crayons, playdo, stuffed animal)..

Gift Baskets……

Be creative…. Have fun.. Show off your town!

Try and use local items… customize each basket to the physician… depending on dietary restrictions, food allergies, etc.

Highlight cool innovative parts of your town…

I try and only put items in my gift baskets that are made in my area…

You don’t have to spend a ton of money to make it great… Just get creative!!!! I buy several things in bulk and get discounts… I keep items in my house so I have the items ready to make gift baskets whenever I need them. (except the cheese )

My typical gift basket….

I buy a little peach basket from the farmers market or a crate from the cheese shop and addLocally made jam/jelly from the farmers marketLocally made cheese (and crackers) Locally grown pecansLocally made honeyLocally made candiesLocally made syrup

Try to include something for the children

Depending on the childrens’ ages…coloring books and markers, baby rattle, puzzles, age appropriate small gifts that will make it a little more exciting for the child, and shows the parent you went the extra mile… and if old enough, it will excite the kids…. If a teenager, maybe a $10 gift card to local book store or coffee shop to use while on the visit… Go to local education store and look for fun, inexpensive, different gifts for the kids…

Happy kids = happy parents!

THINK OUTSIDE THE BOX … Especially for children.

Of course you are going to have all of your regular medical meetings, etc… but what about the spouse and family? What are you going to do with them? (assuming the spouse and family come on the visit)…

Try and get them to meet other medical and NON medical families

Try and get physician spouses to come together for a lunch, and bring their kids…

Invite spouses to the park to let all the kids play.

I bring my BIG GUN to recruiting events when candidates children will be attending.

Have a Pottery Party – invite local kids around same ages and grades.

Invite kids to meet you for desert at a local ice cream shop at end of the day (ask parents if ok first)

Offer to get a sitter to stay with the kids during nap time so mom can go check out the downtown, or have coffee with some other spouses.

Make the most of what you have in your town… Have a zoo? Museum? Nature trails?

Ask if it is ok to book a babysitter for a dinner. Order a pizza or whatever dinner they want and make life easier for

all!

Happy children on a visit can make this decision so much easier for the candidate…. If they get excited about the possibility of moving to a new town, to YOUR new town, then that is one less thing mommy and daddy have to worry about…

During the visit try and find easy ways to ensure the kids like it too! If you have kids, think about your kids would find enjoyable on a visit… do you have museums, bounce house places, frozen yogurt shops?

You want the kids begging not to go home… you want them ready to move here and come see all their new friends and new schools!!!!

Make it an adventure for the kids too!

Things to learn about the spouse. Is she nice? Do you like her? What are her hobbies Does she want to work?

Full Time, Part Time, PRN, Volunteer etc. What are the things that are a priority to her as she looks for a new

community and job?Just because hubby is a doctor, doesn’t mean she doesn’t

have to or doesn’t want to work…. Is she extrovert or an introvert? Is she happy to move? What is her motivation in life, what gets her going? Where do her parents live? Where do her in-laws live?

During the site visit…

Does she miss home a lot or looking forward to the new adventure ahead.

Does she like to get really involved in the children’s activities? Is she open to getting together regularly to meet other people? Is she high maintenance or low key go with the flow? Is she easy to get along with? Is she someone you would want to hang out with, or do you know

people she would get along with? Can you see her enjoying the town and what it has to offer? Does she seem engaged in the visit? Is she asking questions and paying attention? Is she talking future? Does it sound like she wants to come? Find out what her husband is really looking for….

A big fear for spouses is that their husband will be so involved in getting the practice going and being successful that they are going to feel left out and not very important and not know anyone being in a new town…. Our job is to make sure they feel important, special and wanted….

A great thing to try and accomplish, is for the spouse to leave the visit having made a friend… someone they feel they can call to talk, grab a cup of coffee or lunch, etc. (not just us the recruiters)

During the visit, I always tell the physician and the spouse that they need not worry about feeling alone…. That they may very well get sick of me inviting them to do things.. That I will be inviting them out regularly to meet other spouses, other members of the community with similar interests, similar aged children, etc.

WORRIES…..

Community Tours

I meet with all realtors before they go on my “realtor list”

They all know the following:

On the First visit, A Realtors job is sell the town, not houses.

If the Physician signs with us, then the realtor then will help them find a house to either rent or buy, etc.

They need to provide me with any relevant information they learn during the community tour

First Visit Complete…. Moving forward!

After the first visit, if you all want to move forward…. A few things to ask the spouse (and physician) to make the 2nd visit most enjoyable and really sell the town…

What most attracts you about Thomasville? What is least attractive about Thomasville? If you move here what do you think will be the hardest thing for you? What would be the hardest thing for your spouse? (if applicable) What would be the hardest thing for your children? (if applicable)

Are your kids ok with the possibility of moving? Is there anything I can do to help?

What gets them excited?

You’ve signed the family!!!Next Step…. HOUSE HUNTING TRIP

Be sure to have the physician, spouse and children meet other folks in town with similar interests, kids, hobbies, etc.

Invite the family to lunch at the practice and get to know all the staff Ask what they would like to accomplish during this trip. Are there medical papers they can sign while here? Are there people they should meet? Should they be registering for schools now? Should they be registering Day Care Centers? Potential Jobs? Nanny’s? Dinner with Partners, spouses and families (bbq at a partners house).

They are moving… how can we help?

Ask your chamber of commerce to email you what they send to people who call and tell them they are moving

to the area….

Questions everyone needs answered!!!

How do I turn on my utilities?Where do I get car tags?

Where do I get a drivers license?

First day… bring dinner or a basket of goodies for the house… Local cookbook Plant for house Make sure the partners know they have moved, GIVE THEM THE

ADDRESS OF NEW HOUSE, ETC. Set up a group dinners with practice members and families Cook outs Pool parties Pot Luck Suppers at various houses… Look for similarities in ages, kids ages, personalities etc and go

from there. Invite the doc and families to your kids birthday parties and dinner

parties. Camps summer before school starts to meet kids…. LIST OF BABYSITTERS IN THE AREA WITH CONTACT INFO!!!

They’re here..… now how to make sure they stay!!!

Girls Nights/Guys Nights Involved at church YMCA Rotary Kiwanis Chamber Invite the physician and family to as much as possible Ways to get other spouses involved…

Weekly coffees, brunches, lunches, wine night

Call, text and email regularly to see how things are going and if they need anything. Get them out, involved, meeting people….

Make a Birthday list on your computer, of at least the docs, try for spouses too, text, call, email for birthday!!!

Once they are moved in and the spouse feels like to can go to lunch or coffee… set up Lunches, invite heads of various groups… you want to help the spouses make a connection with other people in the community… CULTURAL CENTER HOTC YMCA Visitors Center Chamber of Commerce Womens Groups Garden Club Rotary Kiwanis

Try and think what it would be like if you were new to town and didn’t really know anyone… what do you wish someone had done to help you? How can you make her feel more at ease?

OFFER TO BE ON THEIR EMERGENCY CONTACT LIST AT SCHOOLS – IF THEY DON’T KNOW ANYONE IN TOWN YET, YOU

ARE THE CLOSEST TO FAMILY THEY HAVE…

Meet with various groups and see if they will offer COMPLIMENTARY MEMBERSHIPS

YMCA ONE MONTHCULTURAL CENTER, ONE YEARPLANTATION, ONE YEAR

Example.. Dr J and S (not into groups, introverts)Example.. Dr. K and Family ( play dates and pool parties)Example.. Dr. JW (dirt bikes)Example.. Oncologists

RETENTION

Retention is a continuous process that begins as soon as you sign a doctor and the family. (and yes, it is a lot of hand holding….)

A great relationship with the spouse can really help you learn how to deal with issues with the physician… How does your hubby deal with criticism? He is getting a reputation for being a jerk, what’s the best way for

me to speak with him about it. Is your hubby happy with the hospital? Is he happy with his practice? Is he happy with the town? Is there anything I can do to help you or him?

The better our relationships are the less likely we are to lose our physicians, but not always…

Key Points…

Make everyone feel special and wanted.

Have the kids make some friends and be excited to come back.

Spouse needs to have a friend she can call upon besides you.

When you know where the new doc and family are moving, contact people you know in that neighborhood and make sure they know the new doc is moving in, so that they can go introduce themselves and make them feel welcome

Create an email list of spouses so you can hit a button and email them all easily and invite to coffee/lunch/etc.

Questions???

• Ideas to add/share?

Emily GlaccumDirector of Physician RecruitmentArchbold Medical CenterGordon Avenue at Mimosa DriveThomasville, GA 31792W: 229-228-2895 | F: 229-551-8741eglaccum@archbold.orgwww.archbold.org