pagebanner_mountains.jpg

CG Team Blog

Changing a Medical Practice Culture: How to Begin

Posted by Michael S. Lewis, MBA, FACMPE & Deborah Mathis, CPA, CHBC

Feb 1, 2017 8:00:00 AM

So now you have the tools and suggestions to improve your practice culture, but how do you go about getting started? Remember, culture is not going to change overnight. Start by focusing on one or two areas and set attainable goals that are both measurable and achievable. Develop your change vision and strategy, and pull together a guiding team to implement and encourage your strategy. Drive the change by creating a sense of urgency, and communication for understanding and buy-in from staff. Empower others to act and, most importantly, don’t let up! Before you know it, you’ll start seeing short-term wins.

That’s it for our Changing a Medical Practice culture blog series! You have the tools, now it’s time to get moving. Have some questions about practice culture? Reach out to Cowan, Gunteski & Co., P.A.’s healthcare service experts Michael S. Lewis, MBA, FACMPE or Deborah Mathis, CPA, CHBC.

Read More

Topics: Practice Culture

Changing a Medical Practice Culture: Dealing with Difficult Employees

Posted by Michael S. Lewis, MBA, FACMPE & Deborah Mathis, CPA, CHBC

Jan 25, 2017 8:00:00 AM

Nearly every business manager has had to deal with a problem employee. This person under-performs, doesn’t get along with others, can’t adhere to rules, the list goes on. Bottom line: you need to address that employee. Failure to do so is demoralizing and damaging to your practice culture. Here are a few tips for dealing with a difficult employee:

Read More

Topics: Practice Culture

Changing a Medical Practice Culture: Policies and Procedures

Posted by Michael S. Lewis, MBA, FACMPE & Deborah Mathis, CPA, CHBC

Jan 18, 2017 8:00:00 AM

You should have two handbooks in circulation at all times: an Employee Handbook and a Procedure Handbook.

Employee Handbooks deal with personnel. They act as a form of protection for your practice and your employees. Employee Handbooks supply guidelines and consistent treatment for all staff, as well as help to resolve personnel issues. Content should include:

Read More

Topics: Practice Culture

Changing a Medical Practice Culture: Increase Patient Satisfaction

Posted by Michael S. Lewis, MBA, FACMPE & Deborah Mathis, CPA, CHBC

Jan 11, 2017 8:00:00 AM

This equation works every time: Happy Patients = Success. Here are some tips to keep them smiling!

Read More

Topics: Practice Culture

Changing a Medical Practice Culture: Brand Experience – What Patients Want

Posted by Michael S. Lewis, MBA, FACMPE & Deborah Mathis, CPA, CHBC

Jan 4, 2017 8:00:00 AM

Brand experience is the single most important differentiator between a good practice and a great practice. Brand management ensures that EVERYONE who interacts with your practice has a consistent experience. Remember, it’s more about the little things you do than the big things. There are little touches, such as appointment reminders, that create a brand experience.

First look at the visible items. Is your office welcoming (i.e., not run down)? Include fresh flowers, a fresh coat of paint and pictures. Consider the body language and dress of staff.

There’s also the non-visible. Perceptions of time, notions of modesty/privacy, reactions to physical space.

The staff must realize that the revenue generated from patient care pays their salaries. Patients want to be treated courteously and respectfully, made to feel important and valued, and communicated to in a clear, concise manner.

Read More

Topics: Practice Culture

Changing a Medical Practice Culture: Training Staff in Customer Service

Posted by Michael S. Lewis, MBA, FACMPE & Deborah Mathis, CPA, CHBC

Dec 28, 2016 8:00:00 AM

Patients have more choices than ever in healthcare. A negative experience with staff can result in a patient not only leaving the practice for good, but telling 10 of his/her friends about their bad experience.

Always stress the importance of superior customer service and make sure your staff is well-versed, comfortable and focused on the needs and wants of the patient:

Read More

Topics: Practice Culture

Changing a Medical Practice Culture: Employee Communication

Posted by Michael S. Lewis, MBA, FACMPE & Deborah Mathis, CPA, CHBC

Dec 21, 2016 8:00:00 AM

The best performing medical practices function as a well-oiled machine. That’s a direct result of team building, proactive and open communication, and a clear direction. Here are a couple ways to make sure everyone in your practice is on the same page:

Read More

Topics: Practice Culture

Changing a Medical Practice Culture: Improving Staff Morale – Keys to Job Satisfaction

Posted by Michael S. Lewis, MBA, FACMPE & Deborah Mathis, CPA, CHBC

Dec 14, 2016 8:00:00 AM

Rule #1: Invest in employee morale. Your staff – and that includes every single employee – is the lifeline of your medical practice. Staff morale is proven to have a direct impact on productivity and is one of the cornerstones of any business. Time and time again, research shows that happy workers are significantly more productive. Unhappy employees, however, can be detrimental to your practice. Not only are they less productive and have increased absenteeism, they can negatively impact your relationship with your patients. Patients can tell when the employees in a practice like their job or if they are unhappy. Luckily, improving morale doesn’t have to cost a fortune. Here are a few suggestions:

Compensation & Financial Incentives
Keep in mind that this is not necessarily your first driver in morale.

Read More

Topics: Practice Culture

Changing a Medical Practice Culture: Hiring Decision Time

Posted by Michael S. Lewis, MBA, FACMPE & Deborah Mathis, CPA, CHBC

Dec 7, 2016 8:00:00 AM

It’s decision time. You’ve done the research and asked the questions. Remember to make your hiring decisions based on personality, rather than skill. Skills can be learned, but you can’t teach personality. Remember, you want a candidate to fit your culture.

You can make the job offer verbally, but always be sure to follow up with a formal letter. In the offer letter, specify compensation, benefit eligibility, hours of work and any special agreements. This guarantees that the parameters outlined are binding once the letter is signed.

Read More

Topics: Practice Culture

Changing a Medical Practice Culture: Hire the Best!

Posted by Michael S. Lewis, MBA, FACMPE & Deborah Mathis, CPA, CHBC

Nov 30, 2016 8:00:00 AM

Your staff is a direct reflection on your medical practice. Hire the best or those with the most potential, and train them accordingly (we’ll talk more about training in a later blog post).

So where do you find said employees?

Read More

Topics: Practice Culture