Congratulations! You are one of the select few business owners who took the time to put together your systems and protocols. Everything is laid out. You even divided your systems into individual packets for each position in your office.
Now what? Do you just pass them out and say, “Here it is, now go read it?” As you know, this will not work. So now you will need to use these systems and protocols and work with your team on using them.
Now here comes that dreadful word. You know what it is? Training. Having written systems and protocols without training is like reading a book on how to hit a baseball without actually playing the game. You need to teach your staff how to use the systems in real life situations. The ideal situation is to have a trainer, someone in your office who knows your systems like the back of her hand. Someone who is designated to sit down with the staff and go over why the practice has implemented each system and what will happen if these systems are not followed.
For example, you have certain phone call scenarios that require the front desk person to ask the new patient how they heard about the practice. Don’t just tell the staff member to do this, tell them why we are asking this specific question and how it helps the practice. Understanding the reason behind these systems will help the staff member implement them on a consistent basis. The key is to tell them that these systems are put in place to make everyone’s job easier and less stressful.
Included in your training is another term that staff hates to hear, and that is, role-playing. Remember, the key in any business is do what others won’t do. Role-playing is huge. It is the only way you know if your staff knows how to do their jobs. Also, it is a time for your staff member to implement new ideas that he or she might have that could possibly make your practice more efficient. Make sure your trainer is open to new ideas and pass these suggestions on to you. This will help empower each staff member and make for a better team.
Your written systems and protocols, plus training with role-playing will make you the best practice in town.