What? Change My World???

Picture this:

Staff:

You've just returned back from a seminar where you received lots of new ideas for efficiency that you are anxious to implement with the anticipated help of your doctor and yet they refuse to change things from the way they are. You don't understand why you are met with resistance; after all..they PAID for you to attend! How do you convince them that your suggestions can be worthwhile?

Doctors:

Same scenario...you return with new ideas with a list of new and exciting changes for the practice... but everything turns sour (and nothing gets implemented) when your staff does not share your enthusiasm. What do you do to remove them from their comfort zone and convince them to at least try new ideas?

Want to better manage your time? Get your staff involved!

It is only after staff is given permission to actually take control of their job and "own" it, that they are self-motivated to develop new job techniques that can not only result in the same outcome, but an improved one. This really doesn't come as a surprise, does it? If given the chance (or "space") to tap into their own creative thinking, they may find that implementing a different, more effective strategy will get the job done quicker and more efficiently. I might suggest, therefore, that rather than observe efficiency from the perspective of "what can my assistants do to be more productive for me?" it becomes all the more valuable to ask instead "what can I do that will give my assistants the necessary freedom and support to allow them to be their most productive?" Be enlightened by the possibilities that can result from giving as opposed to taking.

This may sound contradictory, but sometimes it takes time to make time. In the case of training, this is so. Making the time to properly adequately train your assistant to the point that you can delegate more hands-on responsibility will actually help to free up more quality patient time for you. Delegating a minute here and a minute there adds up and before you know it, the possibility of seeing one or two patients more per day exists. There are many time-consuming duties you can delegate such as reviewing instructions with the patients for prescriptions, pre or post op care, orthotic wear and care, getting injections, casting for orthotics, how to wear a pneumatic boot, injury care, etc. Keep in mind that allowing your assistants to participate and contribute to patient care in this way not only frees up more of your time, but also relates to them a feeling of trust while elevating their professional image to your patients. It's a win-win all the way around.

• Educate your assistants in the appropriate way to respond to patient questions, such as "Why do you need to take all this information regarding my medical background?" or "Why should I have the doctor make these orthotics for me, when I can get them cheaper at the sports store down the street?" Together, develop responses ("scripts") that align with your principles and policies to ensure that your patient concerns are properly addressed without fumbling for the right words.
  
  
• Explain the importance of having assistants review all patient charts prior to beginning the day. Failure to contact a patient for an up-to-date referral or stopping to request a missing test result can severely interrupt patient flow. Knowing in advance what the schedule holds will allow everyone to coordinate their actions and better plan their day.
  
  
• Encourage assistants to ergonomically and effectively re-arrange their office space so that regularly used items (fax machine, copier, credit card machine, etc.) are easily within reach. Help them eliminate unnecessary steps whenever possible!
  
  
• Clear the clutter: Suggest they create folders for items that they use on a routine basis; label them and place them where they are easily accessible. This keeps loose paperwork off the desk and better organized.
  
  
• Keep a dated notebook by the phone to record all incoming and outgoing telephone messages. This serves as a prompt to document things patients say to you, a reminder to follow up with patient requests, and a reference for new, unrecorded phone numbers. Finally, it keeps all messages together and prevents the loss of individual post-it or loose notes.