Rocks, Paper, Scissors and Pencils!A McKenzie Management Case Study
Dr. Beth Copeland - Case Study #632
Dr. Copeland was at the end of her rope – or maybe more appropriately, her front desk employees were at the end of their employment ropes!
When she bought her practice from a retiring dentist two years prior to McKenzie Management, her first objective was to computerize the practice. The staff was supportive and enthusiastic…at the time!
Now, it is two years later and the walls are covered with hand-written copies of today’s schedule, barely legible, with the description of the procedures to be performed as “fillings”. “This is driving me crazy”, Dr. Copeland complained, “and I can’t get them to use the computers for scheduling!”
With over 30(30 years) years of experience in McKenzie Management our ability is to understand people. We recognize that the staff’s favorite radio show is WIFM – “What’s In It For Me?”. We also recognize that change is not easy and most doctors and team members do not want to change. If they can accomplish the same goal and not have to change, why learn something new? “Just so Dr. Copeland can read the names of her patients for the day, isn’t that sufficient? She has a chart to review – what more does she need?”
In order to make changes as easily as possible, it is important that everyone involved understand why the changes are necessary. Dr. Copeland and McKenzie Management came up with a list of business goals that were to be achieved during the next six months:
Guess what? These goals are easily accomplished when the computer scheduling capabilities are used. Manually, it would be nearly impossible.
Six months after Dr. Copeland’s office visit, the observations were:
Also, important to note is that the staff actually admitted that after the initial “learning curve”, computer scheduling had made them more efficient and they were able to give away their old Remington typewriter that had been taking up valuable counter space! The electric pencil sharpener was also gone. AND…they noticed that the bottle of White-Out had dried up!
Doctors, your staff listens to WIFM, too. When it is important to make changes, establish the goals you want to accomplish in regard to the changes and make it apparent to everyone involved. Give them the tools for their toolbox to reach the goals. Play the WIFM station for them!
Contact McKenzie Management to learn more about goal-setting strategies to achieve changes you desire.
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