The Importance of Psychological Safety in the Workplace
A healthy work environment for office staff means better treatment outcomes for patients
Jonathan Bonanno, MS, BS
Psychological safety, a concept introduced by Harvard professor Amy Edmondson, refers to an environment where individuals feel safe to take interpersonal risks, express their thoughts, and make mistakes without fear of negative consequences.1 In my experience as a former office manager and practice management consultant, I have seen firsthand how fostering psychological safety is crucial for creating a productive, innovative, and healthy work environment. This is especially true in dental practices, where the well-being of the team directly impacts the quality of patient care.
The Role of Psychological Safety in the Workplace
Creating psychological safety in the workplace means cultivating an atmosphere where employees can voice concerns, ask questions, and admit mistakes without fear of retribution. This environment encourages open communication, collaboration, and continuous learning. When team members feel psychologically safe, they are more likely to engage in behaviors that contribute to organizational effectiveness, such as sharing ideas, seeking feedback, and taking initiative.2 In dental practices, the importance of psychological safety cannot be overstated.
The nature of dental work requires meticulous attention to detail and seamless teamwork. Mistakes can have serious repercussions for patient health and safety, and it's important to remember that there is always a lesson to be learned. In a psychologically safe environment, team members are more likely to report potential issues, discuss best practices, and support each other in high-stress situations, leading to improved patient outcomes and a more cohesive team dynamic-even when a breakdown occurs.
Impact on Dental Professionals and Team Members
As a former office manager, I have witnessed how psychological safety affects every aspect of a team's performance. Dental professionals, including dentists, hygienists, assistants, and front office team members, work in close quarters and often under significant time pressure. Stress and high pressure can lead to burnout if not managed properly. When psychological safety is prioritized, team members feel valued and supported, which can mitigate these stressors.
For example, I recall one of our lead dental assistants who felt confident and secure to approach our dentist for a potential issue during a procedure with a suggested recourse plan. This prevented a possible impact to the patient's experience and enhanced the quality of care provided. As Kahn expressed, a culture of openness allows for constructive feedback and continuous improvement, fostering a more competent and confident workforce.3
Psychological Safety and Patient Care
The ripple effect of psychological safety extends to patients. When dental professionals operate in a supportive environment, the quality of patient interactions improves. Patients can sense the harmony and trust within the team, which enhances their overall experience and satisfaction. Moreover, a psychologically safe environment promotes better communication between dental professionals and patients.
Dentists and their teams are more likely to engage in honest discussions about treatment options, potential risks, and patient concerns, leading to more informed decision-making and personalized care.4 Additionally, the reduction in stress and anxiety among dental professionals can positively influence their demeanor and bedside manner. Patients often experience anxiety about dental visits, and a calm, composed, and empathetic team can significantly alleviate these fears. Psychological safety not only benefits the team but also contributes to a more positive and reassuring patient experience.
Implementing Psychological Safety
Establishing psychological safety within your practice requires intentional effort and leadership. Here are some quick tips to jumpstart your journey to safety:
• Encourage open communication: Create regular opportunities for team members to voice their thoughts and concerns.
• Model vulnerability:Leaders should model vulnerability by admitting their own mistakes and showing that it is acceptable to be imperfect.
• Provide constructive feedback: Ensure that feedback is given in a constructive and supportive manner.
• Promote team building: Engage in team-building activities that strengthen interpersonal relationships and trust among team members.
• Prioritize well-being: Recognize and address the signs of burnout and stress.
Summary
In closing, psychological safety is a cornerstone of an effective and harmonious workplace. It is particularly crucial for dental professionals, as it directly influences team dynamics and patient outcomes. When leaders begin fostering an environment where team members feel safe to communicate openly and take risks, dental practices can enhance their operational effectiveness, improve patient care, and promote the well-being of their staff. As the healthcare industry continues to evolve, prioritizing psychological safety will be essential for the sustained success and satisfaction of both dental professionals and their patients.
References
1. Edmondson A. Psychological safety and learning behavior in work teams. Adm Sci Q. 1999;44(2):350-383.
2. Edmondson AC. The Fearless Organization: Creating Psychological Safety in the Workplace for Learning, Innovation, and Growth. Wiley; 2018.
3. Kahn WA. Psychological conditions of personal engagement and disengagement at work. Academy of Management Journal. 1990;33(4):692-724.
4. Nembhard IM, Edmondson AC. Making it safe: The effects of leader inclusiveness and professional status on psychological safety and improvement efforts in health care teams. Journal of Organizational Behavior. 2006;27(7):941-966.
Jonathan Bonanno, MS, BS, is a PhD candidate, Certified Talent Optimization Consultant, Certified Social Behavioral Researcher, Certified Social Conduct and Behavioral Science Researcher, and founder of Chief Psycho. He is a pioneering figure in recruitment process outsourcing (RPO) solutions for dental service organizations and emerging groups.
