The Effects of Servant Leadership in a Primary Care Setting

Feb 28

by Christina Onolaja, MHA

The Dictionary defines leadership as “the action of leading a group of people or an organization”. There are a variety of interpretations of what it means to be a leader, but I would like to expand on this and create a definition specific to the primary care setting. Leadership in primary care is “the action of inspiring, encouraging, and empowering a team of people to work together to provide high quality care to their patients resulting in positive outcomes and strong interpersonal relationships”.

Servant leadership takes this definition a step further and puts the leader in a position to support and encourage their teams instead of just telling them what to do. A servant leader puts their team first and themselves last. This may be displayed by the leader who checks in a patient because the staff are tied up on the phone with another patient, or stocking supplies in rooms because the schedule is full and clinical staff is running from room to room. It might be as simple as asking the staff what they need and what the leader can do to support them.

Being a leader is not about having a fancy title with chief in it or manager, supervisor, lead, etc. It is about the characteristics, behaviors, and actions of the individual. It is critical for an effective leader to set a positive example for their team which will result in a healthy practice culture. As discussed in the article, How Organizational Culture Impacts Quality Care, “establishing a culture focused on patient safety, team member safety, and quality outcomes, team members feel empowered to take the time to address patient concerns completely and effectively versus rushing from patient to patient to meet volume expectations”.

Historically, leaders were more authoritarian where their primary function was to ensure specific tasks were completed according to protocols. This top-down model did not promote employees to have a voice or opinion and it certainly did not encourage creative thinking. Servant leadership tips this way of thinking on its axis and promotes individual thought and ideas. When leaders listen to those who perform their duties on a regular basis and work with those people to improve processes or make changes, the end result is an engaged group of individuals who feel ownership in their role and respect for the leader who supports them.

For current leaders who want to embrace a servant leadership style, the first step is to build relationships with the team by asking them for their input and ideas. Before implementing a new program, include them in the demo process and really listen to their thoughts on how it would improve their job or make it more difficult. Be visible. Do regular rounding so the team learns who you are. Don’t be afraid to talk to them and get to know them. A key part of servant leadership is to be visible and engaged with the team. Compassion, kindness, firmness, and consistency creates a model where teams can thrive and patients receive high quality, patient-centered care.