“Organize around business functions, not people. Build systems within each business function. Let systems run the business and people run the systems. People come and go but the systems remain constant.”
– Michael Gerber
When a patient visits our office they expect to receive the same exceptional care and customer service every time. This can only be accomplished if every team member understands exactly what is expected of them and how they are to go about these duties. The way we interact with patients, the verbiage we all use, the tasks we regularly complete, and the way we do those tasks are defined. Patients are encouraged to expect consistent, professional care no matter who is sitting across the front desk, assisting chairside, or treating their mouth.
Every new employee has a different background, skill set, and personality. No matter where they were trained, how they did things at another office, or what their opinion is on how to do a certain task, their job is now to learn and follow the systems laid out in our manual. This means they may need to unlearn some practices or habits that were developed elsewhere.
Team members are always encouraged to find ways to improve our systems. We regularly try new things and refine old ways of doing things. Systems constantly change and the manual is frequently updated as we find ways to improve and create a better experience for our patients and team members.
We organize all that we do in our office with a comprehensive manual. The manual is broken down into the following categories:
We also have subcategories for the following:
- Forms
- Office Forms
- Consent Forms
- Post-Operative Forms
- Organization Systems
- Patient Education