Catch and Release Your EmployeesA McKenzie Management Case Study
Dr. Deborah Kassell – Case Study #54
This practice is a general family practice that may be just like yours. Dr. Kassell’s concerns are also applicable to any dental practice, whether a specialty or general practice. When I initially spoke with Dr. Kassell on the phone prior to my arrival, she shared with me her financial concerns and struggles with meeting payroll and paying her practice bills in a timely manner.
“Nancy, for the first 3 years of my practice, it grew steadily with new patients, an acceptable cash flow that allowed me to pay my staff, myself and my bills. I was pleased with my growth. For the past 2 years, I continue to see more new patients and I have added another day of hygiene. However, I am struggling with meeting my financial obligations and have not purchased any new equipment or added more staff other than the additional day of hygiene. What is happening?”
Dr. Kassell’s practice facts:
There were also many observations about her practice that were very positive.
OK…so what is wrong with this picture? With so many positive points, what is happening here? Do you know? Is this happening in your office?
WOW! Item #4 is aggressive and confrontational, isn’t it? No, it isn’t. Dr. Kassell owns a business and she must make business decisions in order to keep her business profitable. If she is not profitable, she can’t keep her doors open and continue to do what she enjoys, which is practicing dentistry.
Dr. Kassell’s practice thrived for the first 3 years because she had a Practice Coordinator that understood the necessity for patients to pay for the services that they received. When she left and Jamie was hired, Jamie was an exceptionally friendly face at the front desk and all the patients liked her immediately. However, managing the financial aspect of the patient accounts was not her strong suit. Over the past 2 years, less and less money was being cash-flowed. Since there were no monitors completed to illustrate these facts, Dr. Kassell didn’t know what was happening.
Doctors….PLEASE get training for your business employees in order for them to perform at their maximum potential. As hard as it is, DO NOT KEEP an employee that is not suited for the position that they were hired for. It will eventually break your bank and you could be the one looking for another job!
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