One person can do many things, but not everything;
Having strong team relationships are the key to success in
any health care organization. These types of team relationships determine not
only how much your team can accomplish as a whole, but how well.
Looking at the bigger picture, focusing on the patient and
on patient health outcomes, it is required to recognize that the most important
aspects of health care are not quantitative but qualitative (i.e. at the end of
the day, it is the “how well” that determines the success of your practice, not
the “how many” or “how much”).
Examples of this are seen in almost all levels of daily
operations in the medical practice. The people who are answering the phones;
One person can take 50 calls during the day, but be short, rude, take
incomplete messages causing clinical staff to have to spend additional time
following up, or in contrast maybe this person is answering 30 calls per day,
but taking detailed messages, being patient and kind, and providing the patient
with a better more customer service oriented impression of your practice. Maybe
one physician sees 30 patients in a day, but spends limited time with them and
patients feel as though the doctor and their staff rushed them in and out of the
office, or didn’t spend the time to answer their questions and address their
concerns- now this patient who came into the office with a medical concern
feels worse than they did when they came into the office, left with a stack of
papers and tests to schedule, confused and left with minimal guidance. That not
only impacts the perception of your practice, but has a huge impact on the
patient’s compliance and their health as a whole.
It is important to make sure that every member of your team
takes a step back and recognize the impact of their actions in contrast with
the way they are perceived; both by their co-workers and most important by your
patients.
Food for thought; How do your actions and communication
processes help or hinder the overall operations in your office? & what can
you do to improve them?
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