Your Practice Is Only As Good As Your Weakest Team Member!A McKenzie Management Case Study
Dr. Byron Sparks– Case Study #45
Let me set the stage for you so you can appreciate this situation, as it may be happening to you at this very moment:
It’s one thing for a practice to gather statistical data but another if the practice does not understand the meaning behind “all the numbers”.
Practice Performance Analysis At the Two Month Interval:
Telephone conference meetings identified Dr. Spark’s true feelings about his employees after 2 months of implementing the new protocols and systems and tracking the results:
“Sandy, my Schedule Coordinator, seems to spend too much time on the phone with her family and friends.”
“Sandy isn’t making appointments when the assistant or hygienist hand off their patient to her, even though the clinical staff are telling her what the patient needs and has accepted”
“Sandy always seems to have an excuse for not being able to fill the openings in my schedule when they occur.”
Sandy had NOT accepted her role as Schedule Coordinator. To her, nothing had changed. It was “non performance as usual”. The only difference was Dr. Sparks actually knew it instead of assuming it because the numbers don’t lie!
What to Do?
It is also important that he understands that his non-performers are affecting his income, as well as the salaries of his team members that are giving 100%. He is running a business and businesses are meant to be profitable. It takes ALL his team members to achieve this.
It is not easy to dismiss an employee…I understand that. It is also not fair to the other team members that work hard each day for the profitability of the practice to observe a non-performer and wonder why their doctor allows it.
Dr. Sparks finally stepped up to the free-throw line and made his shot. The rest of the team will be in complete support and will respect him as an employer. More importantly, your team will WIN the game!Forward this article to a friend.
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