Leadership sets the tone for the entire practice.  Staff will model your commitment and follow your expectations.  Much of the manager’s role focused on managing practice finances, maintaining practice viability, and keeping a highly motivated and efficient staff that is respectful and trustworthy.  Add to the list a new yardstick that changes how physicians get paid based on a patient experience that improves compliance to result in better outcomes.

  1. Develop a plan and set up programs to help staff understand how the patient experience relates to both outcomes and practice finances.
  2. Show your commitment through continued communication and actions that reveal a consistent effort to improve the patient experience.
  3. Give staff the education and tools to succeed in delivery consistency in your customer service organization-wide.
  4. Coach staff to improve performance.  Provide them with the support and encouragement with implementing essential changes on the road to being more patient-centered.
  5. Manage progress well.  This means conducting a baseline patient satisfaction study based on key performance areas and periodic follow-up to be sure targeted areas of improvement results in satisfactory results.
  6. Set your goals for becoming a best practice. Be explicit in what you expect and intend to achieve.  Honor each person’s contribution and celebrate successes that achieved along the way.

Leaders have the ability to set the stage for success, instill a sense of pride and hope within the organization, and meet the challenges of strengthening the relationship between the clinical practice and the patients they serve.  In the end, we seek to improve the health of our patients, enjoy the relationship we have with patients and be among the best.

 

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