Mar 4, 2025
Apr 3, 2025
Written By Elizabeth Cifers
Change isn’t always easy, even when everyone knows it needs to happen. Even when you are invested in seeing the change, it’s hard! Especially in a retina practice where physicians, staff, and even patients are used to how things are done. It feels comfortable, even if it is not the best or most efficient way to do things. Whether it’s new or revised documentation requirements or changes in billing procedures, stakeholders will almost always have some level of pushback. The key to navigating resistance isn’t to force compliance or to ignore it but to create buy-in by listening, hearing the concerns, and communicating the value of the change.
So, let’s explore the why, how to address concerns effectively, and how to ensure the smooth adoption of new or revised policies in your retina practice.
When implementing new processes, resistance can come from many stakeholders, usually the ones most impacted by the change. Physicians, administration, staff, and, in some instances, patients. Understanding why they push back is step one in conquering their concerns. Here are a few of the most common reasons:
Once you understand why resistance occurs, the next step is to address concerns proactively and communicate the benefits. Here are some options to consider:
When stakeholders push back, the worst thing a leader can do is dismiss their concerns as silly or invalid. Instead, listen to their worries, which often are born out of fear. Fear of incompetence, not catching on fast enough, and what if they can’t make the change and lose their jobs? Asking questions like, “What concerns you most about this change?” Showing that you value their input helps build trust and partnership rather than resistance. Change is hard for everyone, even when you champion it!
People are much more likely to embrace change when they understand why it’s necessary. Rather than simply stating, “This is the new policy,” explain its reasons. Some examples include:
When stakeholders understand the bigger picture, they are more inclined to work with you, not against you.
Involve physicians and key stakeholders directly affected by the change, along with other staff who may have insight into the downstream effect of the change, in early discussions instead of implementing changes without input. When they have a say in the process, they feel ownership over the outcome.
Resistance usually decreases when people feel heard and included.
One major reason for pushback is fear of the unknown. People worry about making mistakes, struggling with new technology, or not knowing what’s expected. To address these concerns:
When people feel ready and supported, they adapt with more confidence.
If cost is a significant concern, clearly communicate the costs to the physician partners and financial decision-makers. For example, “This new software will cost $X upfront and $Y monthly, but it will reduce claim rejections by 20%, which means we recover $Z in lost revenue.” Stakeholders are more likely to support the change when the long-term benefits outweigh the short-term inconvenience.
When leaders take time to listen, engage, and educate stakeholders, changes are adopted faster and with less friction. Change is inevitable, but resistance doesn’t have to be. Approaching pushback with empathy and clear communication, retina practices can foster an environment where change is welcomed—not resisted. This is how you keep your practice thriving, your team engaged, and your patients receiving the best possible care.
After decades of observing and optimizing clinical operations—including 13 years at a retina clinic and a position at a leading eye care consulting firm—retina practice consultant Elizabeth Cifers has the specific insight into the unique challenges faced by the retina specialty to transform the flow and efficiency of your practice. If you’d like to explore your options or know your retina practice could benefit from clinical operations consulting, book a free consultation with Elizabeth here.
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