Monday, September 15, 2008
4 Models to Help Maximize Your Practice
While everyone may be very aware of their weaknesses, (whether they admit it or not), success in any business will be enhanced by focusing on your strengths. One of your greatest strengths can be your critical assessment of your business using these four key components.
- 5 Stage clinic flowchart – An overview model that identifies the 5 critical phases of patient flow
- Areas and Themes - The physical clinic layout and structure and purpose of each area
- Key Success tasks – The 5 most important tasks for each “role” within the clinic model
- Systems – Various clinic operating procedures.
These four areas encompass the “operations” fluidity of any practice and they require ongoing attention in order to maximize efficiency, patient and team satisfaction and profit. Each component is a critical part of your business operations manual.
To operate a successful business, it needs to be set up logistically. This means that there are REASONS for every component of your model. When you are setting up your model, you MUST take YOURSELF out of the equation. Too often we have seen the “I” approach (I like it there, I like it this way, I like the color, etc.) be the barrier of a potential successful venture. In logistical modelling, you use the “it” approach. Everything is set up to maximize the BUSINESS and not any person’s personal likes or dislikes.
5 stage flow chart
There is very simple organization model not familiar to many entrepreneurs in practice today. There are five stages necessary to develop and maintain a life long relationship with a patient: first contact/coming to, waiting, treatment, leaving, and at home. Fact: YOUR business (and you) are judged by the experience a person has within any of these stages of this flowchart. While many believe that most negative comments are a result of an unsatisfactory experience during the treatment step, it has been shown that this is not true. A long wait, no parking, overwhelming to do lists, etc, far out number the challenges in the treatment room. Map out your business using the five stages, and list critical issues that must be addressed in each to assure efficient operations and fantastic customer experience.
Areas and themes
It is crucial when setting up an area (waiting, reception, inventory, washroom, etc.) that you establish a theme first and foremost. A theme provides the foundation for everything that is incorporated in that area. For example, no one likes to wait, so why do we have a waiting room? You need an education area and by having this as your theme, you choose colors, décor, educational tools, specific music, type of chair, paintings, etc. that prepare a “mood” for treatment area. This same rule must be applied to every area (room) in your clinic.
Key success Tasks
Over the years we have been able to challenge job descriptions as one of the most ineffective logistical management tools incorporated in any business. While job descriptions are helpful, we have found it is MUCH more important that any staff member KNOW the 5 most important tasks of their position. This is also an excellent tool in helping people succeed. People want to be the best of the best, so why not provide them with a map that ensures they can succeed. This map should be used for anyone affiliated with your business, be it staff or associates, subcontractors, insurance agents, accountants and even your banker. They all work for your business.
Systemize ALL aspects of your business. Each and every routine should be systemized, with the most important to include a new client, return client, financial, scheduling and if you have one, inventory management. Whenever a new routine is incorporated in your business, a system model should be mapped out and put in your operations manual.
By incorporating these four components in your operations, you will maximize your business’s efficiency and provide a foundation for steady growth and success.