Over the last week we’ve presented several articles on our various Silkin Management Group blog sites that listed numerous reasons to hold morning meetings in a health care office. Yesterday’s article went over two points of coordination: a) what to do if a staff member is missing for the day and b) confronting any special needs for the next day or days. You can access that Silkin Management Group blog site here: http://bit.ly/zRXfxx
Today’s article will go over 2 more relevant coordination points that can be gone over at a morning meeting.
• Identifying VIP Patients/Clients: There are often two types of VIP patient/clients – the ones who are and the ones who think they are. The ones who think they are, but are not, tend to have big egos and think they are doing the practice a favor by coming to you. The VIP people who you need to identify and give special attention to are those who go out of their way to actively refer their friends, relatives, neighbors and co-workers to the practice. Nothing surprises and pleases these outstanding patients/clients more than to have the doctor and or specific staff thank the person for their referral and let them know how much that new patient appreciated the service of the office. Make sure you capture this information in your computer and train everyone to routinely look for such VIP patients and bring it up at the morning meeting. This personalized way of customizing your “thank-you” would be in addition to the doctor sending a brief hand-written thank-you note to the referring patient/client.
• Monitoring practice goals and incentive/bonus programs: Spend a few minutes going over where the office production figures stand relative to the month’s and year’s goals and how they relate to any incentive and bonus programs that are running. Keeping staff informed and focused on these points helps keep the staff working together as a team and focused on reaching goals.
This series will continue with several more points in our next Silkin Management Group blog.
Scott Barnard
Silkin Management Group Consultant
You can find out more about Silkin Management Group by visiting our website at www.silkinmanagementgroup.com or calling us at 800-695-0257.