And when last did you actually check on how your answering service, front desk or office staff were behaving towards the patients or clients who are so crucial to your success?
Although this article titled Apathy Will Get You Nowhere primarily references hospital employees, it is not a stretch to see how the principles and ideas apply to any medical practice, or non-medical business. Whether you have one part time receptionist or a staff of 50!
Here is an excerpt from the article:
Hire well. “We want to hire the right employee for the job,” Cunningham says. “We focus on interviews and really make sure we have the right person in each position.”
Everyone’s accountable. Providing excellent care is everyone’s responsibility, Cunningham says, including the chief executive. “The buck stops with him. It stops with me, and my managers and supervisors,” she says.
Talk to your employees. From 9 to 10 a.m. each day, Cunningham says there are no meetings scheduled at Medical City. That’s because hospital leaders-including Berrett himself-are out on the floor, learning how hospital processes work. Executives also host forums quarterly, allowing employees to bring forward concerns. “We’re not just talking to them by e-mail, but face-to-face,” she says.
Celebrate accomplishments. Medical City’s efforts have won it several awards in recent years, Cunningham says, and each one, no matter big or small, is celebrated. “We let people know when we do well,” she says. “We let them know so they are proud to work here. When you put that pride into them it just affirms that they’re doing good work.”
In that vein, please join The Entrepreneurial MD for our September Business Development free teleclass on the topic of “How to provide Amazing Customer Service”, with the Amazing Service Guy speaker, trainer and customer service expert Kevin Stirtz. You can sign up here. I know I will be focusing intently on what he has to say!