2015 has begun, and with it comes an opportunity for us to learn from our mistakes and make adjustments in the new year.
Invest in a solid foundation.
Leaders understand that, in many ways, employees are the business culture. Securing and retaining the right people, the exceptional ones, is a challenging task. Medical practices willing to sustain “adequate” or “satisfactory” performance are limiting the overall potential for patient experience and care. For excellence that drives success, leaders should be willing to “hire slow and fire fast.
Managers lead by example.
Colleagues, staff members, and even organizational cultures are shaped and motivated by clear role models they can emulate. The overall success of a practice depends on the success of the team as a whole. Recognize the contributions of your team members and help them grow. This can be as easy as a pep talk at the beginning of clinic or saying thank you for a productive day.
A patient referral is the best referral: Service and satisfaction are the new selling vehicles.
Even when it is not easy, the greatest ROI is the patient experience. Success follows when leadership shapes an organization to meet and exceed the expectations of the customer. Understand and respect the consumer … the patient; former or current patients sending in a friend, neighbor, or family member will generate a higher community ranking than your ad on local radio, TV, or publishing.