Making difficult decisions is a challenging part of the daily life of a compliance officer—and getting others to accept those decisions—can be even more daunting. Whether you're confronting a high dollar repayment to Medicare or implementing a major organizational change, having a plan for communicating difficult decisions is key to your ability to navigate the politics of healthcare.
Below are five strategies to consider including as part of your communication plan.
#1–Communicate Transparently
When you're faced with a difficult decision, transparency is key. Clearly explain the reasoning behind the decision (i.e., “the why”), the relevant factors considered, and the potential impacts.
Transparent communication also means not minimizing the downside. Be honest about the pros and cons, and allow space for questions and concerns. This openness can mitigate feelings of frustration and confusion, helping people to see the bigger picture.
#2–Involve Stakeholders—Early and Often
One of the most effective ways to gain acceptance for a difficult decision is to involve key stakeholders in the decision-making process from the beginning. When people feel they have a voice, they are more likely to support the outcome, even if it’s not their preferred choice.
Engagement can take on many forms such as conducting surveys, holding meetings, and gathering individual feedback. Regardless of approach, the focus should be on the perspectives of those affected by the decision.
In my experience, inclusion fosters a sense of ownership and collaboration, which greatly improves your chances for buy-in to the difficult decision.
#3–Highlight the Benefits
While a difficult decision often has clear downsides, it’s important to emphasize the benefits (e.g., reducing organizational liability, cost savings, or improved efficiency). Seek out the silver lining and make sure to articulate the positive outcomes that will result from the decision. For example, you could show how the decision will ultimately benefit patient care, the organization, or the community.
When people can see the potential advantages, they are more willing to accept short-term discomfort.
#4–Empathize and Acknowledge Emotions
From disappointment to anger, difficult decisions often evoke strong emotions. Acknowledging these feelings—and any sacrifices—shows that you understand the human impact of the decision. Take the time to listen to concerns and validate the emotions of those affected.
In my experience, empathy goes a long way in easing tensions and fostering a supportive environment. When people feel heard and understood, they are more likely to move forward, even if they don’t fully agree with the decision.
#5–Be Prepared to Adapt and Offer Support
Even after a difficult decision is made, the process isn’t necessarily over. Be prepared to adapt if the implementation faces significant operational resistance or unforeseen challenges. Offering support, whether through resources or training, can help ease the transition and reinforce the message that you’re committed to everyone’s success despite the difficult circumstances.
Pulling it All Together
Every compliance officer has to make tough decisions, and those decisions often have consequences that can affect reputations and careers. Gaining acceptance for a difficult decision is rarely easy, but the approaches outlined above will help you work through the process more effectively. Taking this approach will also help you navigate the politics of healthcare more successfully. As you work through a challenging situation, remember that the goal isn’t just to enforce the decision but to bring the organization together to move forward constructively.
