Implement the No Whining Rule...
Dr. Scott J. Heun
If you want to improve the quality of your service, and grow your practice based upon referral, you must have a cohesive, dynamic and communicative team. This team must be involved in the organization, must be responsive to the needs of each person you serve, moreover contribute on a regular basis to improving the efficiency and quality of the service the practice provides the public. A regular interplay of ideas is required. However, whining is not allowed.
I instituted the "no whining rule" in my practice years ago. It solved a plethora of issues, and resulted in a much more dynamic and patient-centered team.
Here's how it works.
Every team member has an email account to be used specifically for inter-office communication. Be sure to amend your office policy to insure a secure and safe use of email from your organization. Be specific as to your rules and regulations. (If you do not have an office policy in place, write me at info@chiropracticementoring.com and in the RE: line write I need ChiroHire and Made-To-Fit.)
Each team member is instructed that whenever they make an observation of something that is problematic, they are to compose an email describing the issue in detail, and send this to the CEO (Chiropractic Executive Officer) and the team.
Here is what changes an observation from a whine, to a constructive and organization improving opportunity. Any observations must be accompanied by a proposed solution to the issue at hand, as described and noted from the perspective of the resident expert at that post...the observer noting the problem!
The CEO then assesses the impact of the problem, considers the proposed solution, and elects to adopt the recommendation, modify it, seek advice from the team, and then implement or reject the recommendation accordingly.
A printed copy of the observation and recommendation is kept in the team members personnel folder. Credit for contributions to the success of the practice organization and or growth of the practice directly or indirectly, deserve to be rewarded.
Every practice should be responsive to the marketplace, dynamic and intensely focused on customer service through ever improving efficiency. This simple solution applied, and acted upon provides the means to constantly improve your practice, with the ultimate result being improved service, as well as an improved bottom line.
If you want to improve the quality of your service, and grow your practice based upon referral, you must have a cohesive, dynamic and communicative team. This team must be involved in the organization, must be responsive to the needs of each person you serve, moreover contribute on a regular basis to improving the efficiency and quality of the service the practice provides the public. A regular interplay of ideas is required. However, whining is not allowed.
I instituted the "no whining rule" in my practice years ago. It solved a plethora of issues, and resulted in a much more dynamic and patient-centered team.
Here's how it works.
Every team member has an email account to be used specifically for inter-office communication. Be sure to amend your office policy to insure a secure and safe use of email from your organization. Be specific as to your rules and regulations. (If you do not have an office policy in place, write me at info@chiropracticementoring.com and in the RE: line write I need ChiroHire and Made-To-Fit.)
Each team member is instructed that whenever they make an observation of something that is problematic, they are to compose an email describing the issue in detail, and send this to the CEO (Chiropractic Executive Officer) and the team.
Here is what changes an observation from a whine, to a constructive and organization improving opportunity. Any observations must be accompanied by a proposed solution to the issue at hand, as described and noted from the perspective of the resident expert at that post...the observer noting the problem!
The CEO then assesses the impact of the problem, considers the proposed solution, and elects to adopt the recommendation, modify it, seek advice from the team, and then implement or reject the recommendation accordingly.
A printed copy of the observation and recommendation is kept in the team members personnel folder. Credit for contributions to the success of the practice organization and or growth of the practice directly or indirectly, deserve to be rewarded.
Every practice should be responsive to the marketplace, dynamic and intensely focused on customer service through ever improving efficiency. This simple solution applied, and acted upon provides the means to constantly improve your practice, with the ultimate result being improved service, as well as an improved bottom line.
Labels: Implement the No Whining Rule
posted by Dr. Scott J. Heun at
1:13 PM
