Our office “systems” or procedures are the habitual way our staff does their work – how they file insurance, schedule patients, or collect overdue accounts.  These procedures can either be well designed and reliable or they can be disorganized and inconsistent.

When things go wrong in the office, i...

WE are the biggest obstacle to exceptional teamwork!

We blame our staff for not getting along with each other, not treating patients well, and making too many mistakes.  We believe that “If only my staff would improve, my practice would improve!”

But when we do, things rarely get better.

I felt t...

You know how you want things done. You know how things should work. 

So, why does the staff keep making mistakes?

Why can’t they do what you’ve asked them to do?

Why do they keep forgetting how you want it done?

And why do you feel you have to micromanage them in order to get it “right” every ti...

I have as much trouble keeping New Year’s resolutions as anyone else.  With my birthday on December 30^th, the urge to make changes in my life is doubly strong.  Surprisingly, the resolutions I did keep were the ones we made in our practice.  There was power in having someone else keep me accountable...

I’ve found that it’s nearly impossible to make any significant improvements to the practice after Thanksgiving and before the New Year.  Everyone is so distracted by the Holidays.

So, after many years of failed attempts at trying to make practice improvements during this season, we finally gave up....

COVID-19 has disrupted all of our practices. There were weeks (or possibly months) in which New Patients, Observation patients and Starts were curtailed.  And now we’re trying to establish a new practice equilibrium by rethinking “how we’ve always done things”.

This year, we’ve played catch up, res...