Hi, it's Tina from Top Practices Practice Management. I'm here with your one-minute management tip. I was asked by a physician, "How do I get my staff to complete all the tasks that they're supposed to be doing thoughtfully and to get them done on time without having to constantly be reminding them that they need to be done because they have their own tasks to do?"
It starts from the beginning and the beginning can happen now. You need to be able to define what each person's tasks are. They should have a job task list, and we do have these in the VPMI library. They jot down all of the tasks that they're supposed to complete daily, weekly, and monthly. That all needs to be approved by the office manager or physician, whoever knows what they're supposed to complete. And then they need to be allowed the time to complete them. Far often, I will talk to offices and the staff will tell me, we just don't have the time. Well, that's called figuring it out. How much time does it take to get all the things done in the practice, along with the phone ringing, patients coming to the window, products being sold, you need to be able to make sure that each person is able to manage the tasks that they have.
And then, once you know that, then they need to be accountable for doing it. And that takes having a discussion. Letting them know that these are the things they're supposed to be done. This is when they're supposed to be done. This is when you need to check-in and show me your list that you've completed them. And if there's a reason that you couldn't complete it, let me know.
I know that I am only in our practice part-time and when I come in in the morning, staff will tell me I didn't get to this yesterday on my list because of that. And you know what I do? I say, thank you for telling me, and is there something I can do to help you, or can another coworker have time who can help you to make sure that it gets done.
We want to make sure that our people are not overwhelmed and that the expectations are not unrealistic. We need to make sure that they are realistic and that we can do them, and we're given the time to do them, and we're trained to do them. Now, if this doesn't work, you'd also need to have a three strikes you're out rule or whatever your practice's policy is.
If people are working in your practice and they choose not to get the things done that needed to be done, that are on their list, that they're trained for, that they understand, that they are supposed to do, and they know when they're due, then maybe they aren't the right person to be working in your practice.
I always ask the question. "So, what if I didn't get payroll done this week? How would you feel?" They wouldn't like it at all. So, I hope this gives you some food for thought. If you have any questions, all you have to do is email me at [email protected] or Dr. Peter Wishnie at [email protected]
Take care and stay safe. Bye-bye now.