MGMA Week in Review: Addressing Burnout and Enhancing Patient Experience

Episode Transcript
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Daniel Williams (00:52):
Hi, everyone. This is Daniel Williams, host of
the MGMA Podcast Network, andI'm a senior editor at MGMA. And
we are back with another MGMAWeekend Review podcast along
with cohost Colleen Luckett, aneditor and writer here at MGMA.
And for Weekend Review, everyepisode, we're gonna bring you

(01:13):
some of the latest health careindustry news, perhaps
occasional policy updates thatimpact your medical practices,
and also just expert insightsand stories that we find
interesting. Colleen, what areyou finding interesting out
there?

Colleen Luckett (01:29):
Hey, everyone. Ever focus so hard on fixing a
problem that you somehow make itworse, like reorganizing your
entire kitchen to be moreefficient, and suddenly you
can't find your own spoons? Asimilar paradox might be playing
out in healthcare leadershipright now. So let's kick this
off with our latest MGMAInsights article. It's titled,

(01:50):
can focusing on burnout causemore burnout?
By our friend, Steve Brewer, andit highlights this problem and
what you can do about it. So weall know burnout is a big issue
in health care. Most of theattention has been on
clinicians, but Brewer pointsout that administrative leaders
are quietly burning out as well.A study from Witt Kiefer found

(02:11):
that more than forty percent ofhealth care execs say burnout is
affecting their performance, andover sixty percent feel
overwhelmed at work. Yet fewerthan half have taken steps to
support their own resilienceaccording to an MDMA stat poll
he cited.
So here's where it getsinteresting. Brewer argues that
sometimes focusing too much onburnout itself without shifting

(02:32):
our mindset can actuallyreinforce it. In other words, if
we obsess over how burned out wefeel without examining how we
think about stress, we riskfalling into a mental loop that
keeps us stuck. That loop has aname, repetitive negative
thinking or RNT. It's the habitof dwelling on what went wrong
or could go wrong, basically thebrain's default setting during

(02:54):
tough times.
Research shows that RNT doesn'tjust dampen our mood, it
actually changes how our brainresponds to stress, making us
more reactive, less rational,and less able to solve the very
problems burning us out in thefirst place. So what's the
alternative? Brewer pulls fromthe field of positive psychology
to suggest a shift in focus. Hehighlights the broaden and build

(03:17):
theory of positive emotions bypsychologist Barbara
Fredrickson. The idea is simple.
Positive experiences broaden ourthinking and help us build
emotional and social resourcesthat we can draw on later. It's
not about ignoring the problems.It's more about creating enough
mental space to approach themcreatively with curiosity and
resilience. And that can meanintentionally pausing to notice

(03:40):
moments of gratitude,reconnecting with joy, or simply
reframing negative assumptionswith more balance. Over time,
this kind of mindset shiftactually rewires the brain,
literally building new pathwaysthat support well-being and
clearer thinking.
Now Burr's not suggesting toxicpositivity. He's clear that
trying to feel happy, quote,unquote, all the time isn't the

(04:01):
goal, and pretending things arefine when they're not can
backfire. Instead, the takeawayis about balance, recognizing
when we're stuck in a downwardspiral of rumination and taking
small consistent steps tobroaden our awareness and shift
our mental lens. So for practiceleaders, this is a call to
action. Yes.
Invest in structural changeslike flexible scheduling and

(04:22):
workload reduction, but alsolook inward. How you interpret
stress and how often you catchyourself spiraling into worst
case scenarios can have just asmuch impact on your ability to
lead, innovate, and feelgrounded. So you can read the
full article on the MGMA websiteunder the article section, or as
always, look for the link in ourshow notes from this episode.

(04:44):
Okay, Daniel. Over to you.

Yeah. Colleen, thank you for that, and I'll add
one more thing. We interviewedSteve Brewer for the MGMA
Insights podcast and publishedit earlier this week. So we'll
be sure and put a direct link tothat podcast conversation as
well. So lot of content there.
And, it's just so helpful totalk to him and just learn some

(05:07):
tools and tips to work throughthat focusing on things that are
negative, trying to change, asyou said, calling that mindset.
So not always focused on thenegative. And, again, it's not
being Pollyanna ish or whatever.Can I say that anymore? Has that
been ruled out of saying things?

So well, but I'm we're the same age, so I
don't know if one of our youngerlisteners would know what that
is.

But Good point. Alright. So let's ease into
something that hits close tohome for all of us in our next
story, and that's the patientexperience. Not the clinical
side, not the billing codes ofEHR workflows, but the very
human, very personal part ofcare that often makes or breaks

(05:50):
someone's relationship with apractice. This article first
appeared in Physicians Practice.
That article is called nine waysto improve the patient
experience at your practice. Itwas published April 28 and
written by Keith Reynolds. Also,fact checked Christopher
Mazzolini. So with this article,let's start at the beginning

(06:14):
here. Let's start at the frontdoor.
Literally, patients walk in.Maybe they're anxious. Maybe
they're frustrated. Maybethey're just traffic and
wrangled toddlers, and nowthey're five minutes late for
their annual visit. That firstimpression, that's gold.
A warm greeting, eye contact,maybe even someone who remembers

(06:38):
their name from last time.That's the kind of stuff that
sticks. It says, you're not justa number here. And then the
waiting room. Nobody loves a butwe all know it's part of the
deal.
Still, there's a differencebetween feeling ignored and
feeling informed. Just lettingfolks know what's going on. Hey.

(07:00):
We're running ten minutes behindtoday. Thank you so much for
your patience.
That can really go a long way.And it doesn't hurt if that
waiting room has a littlethought behind it. Perhaps, as
we talked about previously onother podcast here, maybe some
updated magazines, the Peoplemagazine from six years ago.

(07:20):
That just doesn't sell thepractice. Also, think about a
phone charging station, maybeeven a playlist that says we
care more than we gave up.
One thing that the articlereally drove home, and this is a
biggie, is communication. Notjust what you say, but how you

(07:41):
say it. Clear, calm, and withempathy. Patients don't expect
you to solve everything in onevisit, but they do wanna feel
heard. And when you follow-up,even just a short message or
phone call, that's the kind ofthing that builds trust over
time.
They also talked about usingtech wisely, not in a way that

(08:04):
creates more fit friction, butthe opposite, tools that let
people schedule online, check-infrom their phones, shoot over a
quick message, all through asecure portal. Convenience is
care, especially when patientsare juggling work, kids, and
everything else life throwstheir way. And maybe the most

(08:26):
powerful point, creating aculture where patient experience
is everyone's job, not just thefront desk or the provider,
everyone, from the billing teamto the medical assistant to the
person mopping the floors. Wheneveryone buys into that idea
that kindness and care matter,patients can feel that. It

(08:48):
shows.
So, yeah, nine ways to improvethe patient experience might
sound like a checklist, butreally, it's a mindset. It's
about staying human in a worldthat sometimes feels mechanical.
That's where the real magic ofhealth care happens. Colleen,
back over to you.

AAFP warns of dangerous precedent in health
care policy highlights growingconcerns among physician
organizations about new policiesaffecting medical care. The
American Academy of FamilyPhysicians issued a statement
warning against state andfederal actions that they say
interfere with the patientphysician relationship and

(09:28):
undermine clinical autonomy.Their concern allowing
nonmedical actors to influencecare decisions could set a So
there's been a lot of media buzzlately about president Trump's
first a hundred days back inoffice. How it's reshaping
everything from immigration tointernational relations. And I'm

(09:48):
thinking of Steve Brewer'sarticle we've started out with
and ruminating on bad thoughtsright now.
That's a timely article. Butanyway, what does Trump's first
a hundred days mean for healthcare specifically? A recent
medical economics articlepublished April 30 entitled a
dangerous precedent. Much ofthis concern stems from changes

(10:08):
under the health and humanservices secretary RFK junior,
who has led a sweepingreorganization of the
department. That's included theloss of nearly 20,000 employees,
disruptions at the CDC and theNational Institutes of Health,
and funding freezes, especiallyaround chronic disease and LGBTQ
plus health.

(10:29):
The administration has alsoreinstated the Mexico City
policy, expanded the HydeAmendment and frozen title x
funding affecting access toreproductive health care. In
some states, physicians facelegal risks for providing gender
affirming care even when italigns with medical standards.
On the economic side, while anew drug pricing executive order

(10:51):
expands Medicare negotiations,it's paired with a potential
investigation intopharmaceutical imports raising
concerns about delays and costincreases. And looming in
congress is a $1,500,000,000,000budget proposal with major
Medicaid reforms and cuts, whichcould directly affect practices,
hospitals, and state programs.The AFP joins the AMA, ACP, and

(11:16):
ACOG in cautioning against thepoliticking of care.
As they put it, physicians mustbe able to practice evidence
based medicine in consultationwith their patients without
interference. Public opinion issplit. A Harvard debaumont poll
found 48% of Americans think theCDC will improve under this
administration, while 52% thinkit will get worse. For MGMA

(11:40):
members, this is a time to stayinformed. These shifts could
impact everything from staffingand reimbursement to compliance
and patient access.
And we will try to keep youupdated here on MGMA week in
review. Daniel, back to you.

Yeah. And I'll just put in a word for our
government affairs team in DCthat we've got a whole team
there led by Anders Gilbert. Andif you don't get their weekly
newsletter, we will put a linkin there in our episode show
notes so you can access thatbecause Anders and that team,
they will keep you informed aswell. So on to our next story.

(12:20):
Thank you so much, Colleen, forthat one.
Let's talk about something nowthat's easy to overlook but
makes a massive difference, andthat's onboarding new
physicians. Not just thepaperwork and ID badge part, but
truly welcoming a new doctorinto your practice in a way that
sets them up for long termsuccess. This article comes from

(12:42):
the AMA, and it was written byTimothy Smith. He's a
contributing news writer there,and it was published April
twenty ninth of twenty twentyfive. So the AMA recently
published a thoughtful guide forresidents entering their first
attending job, and it's packedwith insights that we, all of us

(13:03):
on the administrative side orwhere we focus, should be paying
close attention to.
Because how we welcome andsupport those new docs, that
matters, and it can also shapetheir experience and your
retention all from day one. Oneof the biggest takeaways, new
physicians aren't just lookingfor a job. They're stepping into

(13:26):
a whole new phase of theiridentity. They're going from
trainee to full on provider. Soask yourself, are we giving them
a road map, or are we justhanding them the keys and
saying, good luck?
So a strong onboarding programshould include clear
expectations, not just clinicalprotocols, but the culture of

(13:50):
your practice. What does goodcommunication look like here?
How are patients documented?Who's the go to for quick
questions? That level of clarityreduces anxiety and builds
confidence fast.
Mentorship is another area thatreally matters. Even something
as simple as pairing them with amore seasoned physician or an

(14:13):
approachable administrator forregular check ins, that creates
connection. That says, we'reinvested in you. And don't
forget the tech side. Make surethey're fully trained on the
EHR, billing systems, referralpathways, everything they'll
touch in a day.
It's one thing to say, we useEpic, and another to actually

(14:36):
support them through using it.Finally, and this is a big one,
keep the feedback loop open.Give them space to ask
questions, share frustrations,and feel heard. Early engagement
and regular feedback can meanthe difference between a
physician who thrives and onewho quietly starts browsing job

(14:57):
boards. So if you're a practiceleader, thinking about your next
hire, think beyond recruitment.
Think onboarding. Thinkcommunity. Because when you
build a thoughtful, intentionalonboarding practice, you're not
just bringing on a new provider.You're building the future of
your practice. Colleen, backover to you.

So I'm going to continue your theme with what
happens right before theonboarding physician
recruitment. So you know thatmoment when a physician gives
notice and you immediately startmentally calculating lost
revenue, canceled appointments,and how long it'll take to fill
the role? Yeah. This one's foryou. So let's unpack the data
from our latest MGMA stat pollfrom this week.

(15:42):
We asked our members aboutphysician recruitment. So thirty
eight percent of respondentssaid the time to fill physician
vacancies increased over thepast year. Only nine percent
reported improvement, and therest are either holding steady
or stuck in limbo. So what'sslowing things down? Groups
reported a perfect storm ofchallenges.

(16:02):
Physicians shortages, risingcompensation demands, geographic
disadvantages, and growingcompetition, especially from
larger systems. Specialties likeendocrinology, GI, and
cardiology are especially tough.And beyond the usual suspects,
practices pointed to factorslike reimbursement uncertainty,
noncompete clauses, and shiftingcandidate preferences, including

(16:26):
work life balance, housing, and,yes, even the political climate.
But here's the good news. Somepractices are managing to move
faster.
Those seeing success areinvesting in early pipeline
building, like tapping intoresidency and fellowship
programs, offering competitivecomp packages, using dedicated
recruiters, and streamlininghiring workflows. A few even

(16:48):
noted improvements thanks tointernal culture and branding
efforts that helped attract morecandidates. The article outlines
seven actionable steps fromdefining your ideal candidate
and strengthening your employerbrand to offering flexible
schedules and personalizedonboarding. And a key reminder,
retention starts on day one. Asmooth structured onboarding

(17:09):
experience can be just asimportant as a great offer.
MGMA members can access thephysician recruitment playbook,
the physician contractguidebook, and our early career
physician recruiting andretention playbook. All great
resources to help your team movefrom reactive hiring to a
repeatable strategic process.And you can read the full

(17:30):
article titled how to fillphysician vacancies with the
right person at the right timeat mgma.com/MGMA-stat. And as
always, if you want to helpshape future MGMA resources,
please sign up for MGMA stat bytexting 233550. And that is it

(17:52):
for me today, Daniel.

Alright. And that's gonna do it for this
episode of MGMA weekend review.So if you liked what you heard,
be sure to follow and subscribeto the MGMA Podcast Network
wherever you get your podcast.You'll find links in the episode
show notes to today's fullstories as well as additional
resources for medical practiceleaders. Thank you so much for

(18:15):
listening, and we'll see younext time.

Thanks, everyone. See you next time.

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