Quality Control has the main job of making sure that everything that’s done in the office is superlative service to your clientele. Now we’re not talking about the area of the clinical aspect of the practice. That’s because we rarely find that to be a problem. But what we are talking about is all the other parts of the practice–how the staff checks out a patient; how is that patient and client received walking in the door? Are they greeted well? How do the assistants do in dealing with the patients while they’re waiting for the doctor to come in and see them?
These things are important, as well as how do the staff know their jobs and efficiently perform those jobs in a way that actually makes the day flow.
Patients like to come into an office and flow through and get out. When they can do that, plus have good communication with the staff, it’s an incredibly good experience. They’ll refer people because they like the practice and can efficiently get in and out. So Quality Control’s job is to make sure the staff know their job so well that that’s exactly the experience every patient has.
Training your staff on a constant basis is what keeps their morale up and also keeps them sharp, especially on those skills that maybe they’re not so good at. If you leave them untrained they’re going to make the same mistakes over and over again. They’ll also end up bringing you problems.
How many times have you had it happen where in the middle of a busy day you have a staff member walk to the back of the office and tell you about a problem that’s going on? And it was their job to fix it!
Well here we have a staff member who is not trained enough to conquer the problems related to their own job. That’s something that Quality Control would take care of and handle.
We’ve seen office after office where the staff wasn’t trained and the frustration built upon the lack of performance of a staff member. That turned into morale situations and the office fell apart. Why? Because the staff didn’t feel like they were doing a great job in the first place. They felt it was okay, but they didn’t find too much excitement in that office simply because they weren’t very good at what they were doing.
Incentives are good, but they don’t solve the problem of having a staff that isn’t trained well enough to succeed and do the functions that you really want them to do.
A great team consists of people who each, as an individual, are trained to do their job, do it well, and are confident that they can produce the results of that job.
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If you would like to speak to us in person about your practice, please call: (877) 386-0388.
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