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DO WE HAVE PATIENTS OR CUSTOMERS?

You have probably heard it in your clinic. Some people call them customers, some call them patients, and some call them guests. How do you describe the people who frequent your practice or business? It is an interesting debate, and I think worth some time, because they maybe should be treated differently depending on how we view them. Traditionally, customers pay vendors for a service or product and they are either satisfied or they are not. Patients on the other hand may be treated differently. They do not always get what they “order” and are not necessarily making the decision…

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Six Ways to Improve Patient Satisfaction in Your Medical Practice

My friend and mentor, Tony Robbins, teaches a concept called The Six Human Needs that, when implemented successfully, can make a big impact on your patient satisfaction scores. Understanding how these needs affect individuals can also help you improve your medical practice staff’s morale and interaction among teammates. What are the Six Human Needs? Certainty: All humans have a need for certainty — knowing you will have a roof over your head, food to eat, someone to love you, and job security. Uncertainty: Ironically while we all crave certainty, we also love variety or…

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Are You Rowing in the Same Direction?

There is a difference between a job description and what a person should be spending their time doing. A job description is a tool used for hiring and training so we know who to look for and what skill set they have or need to acquire to fill their position. But the real question is, what 3 to 4 things, if they get them right, make someone successful at their job? If you are an owner or leader in your company and people answer to you, do the following exercise. Write down the 3 or 4 most important things that the person or people answering to you should be doing with their time. If you were…

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Seven Steps to Succeed at Executing Your Medical Practice Business Strategies

I love well made plans. I love a good strategy. I love setting goals. But at the end of the day, I will take a team who can execute over any of those. You see, execution is the key to success. Way too many people and companies sit around and talk about what they could do and what they should do, but few are actually very good at execution. Our clinics used to be this way, too. We would come up with great plans and then three months later, we would ask, “What happened to that plan we had?” … Has this ever happened to you? You decide to implement a new policy, for example…

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The Use of Key Performance Indicators: Keeping an Eye on Your Business

As a physician who is also a business owner, I have learned (sometimes the hard way) about “keeping an eye on the ball.” Through almost 8 years as an Medical Practice owner, there have been many successes….and misfires. Along the way, through various courses such as the Success Summit and the MPS Board, I have learned much about day-to-day operations and becoming a better owner. One of the lessons relates to watching certain metrics and defining important factors to watch on a regular basis. Key Performance Indicators are an important part of monitoring any business. KPIs…

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Taking Total Responsibility for your Life and Practice. CH 1

Have you ever felt like you were out of control in your medical practice? Like you no longer controlled how you get paid, what kind of patients you see, and even feel you are being told how to take care of patients? I start most of my Medical Practice Success Summits by asking, What is the number one problem in your practice?” I normally get all kinds of answers, everything from employees to cash to competition. After a pause, I let the attendees know that, “The number one problem in your business is you.” You must understand this. If I replaced you with someone much…

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Defining who you are?

One of the biggest challenges facing any business, and particularly a medical practice is to decide what you are and what you represent. What do you stand for? How do you distinguish yourself from the competition? What makes your practice unique and different? Deciding on your values and your purpose is an undertaking that is well worth your time and effort. It is not easy to do. It is not urgent and does not ring or arrive in your email. So if you do not make it happen, it will always get put on the back burner. If you take the time, and if you make it happen, you will find it is…

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The Business of Medical Practice Financials

Every month, I have a financial ritual I go through. It has taken me 20 plus years to perfect, but I want to share what I consider important and what I look at every month so you can see if the same optics might help you. Financial Meetings: I have two finance meetings per month. I started with one, and it was very basic in the beginning. If you don’t have any, I recommend setting aside one day a month to meet with your team, your CPA or accountant and/or your banker and just start. It will become more and more apparent which things you should talk about. It is important to become…

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The 5 Destroyers of Culture In Your Business

Creating and maintaining the culture within your organization that you desire can be a real challenge, especially as your company expands. As most of you have figured out by now within your own business, the desired culture is the tough part instead of the ones that kind of naturally happen…those of rumors or laziness! These less than desirable cultures seem to seep in quickly, like a pesky little stench that you cannot seem to cover up with air fresheners or candles! So how do we keep the culture that we want; the place where our team members come to work excited for the work day and…

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The 5 Destroyers of Culture In Your Medical Practice

Creating and maintaining the culture within your organization that you desire can be a real challenge, especially as your company expands. As most of you have figured out by now within your own business, the desired culture is the tough part instead of the ones that kind of naturally happen…those of rumors or laziness! These less than desirable cultures seem to seep in quickly, like a pesky little stench that you cannot seem to cover up with air fresheners or candles! So how do we keep the culture that we want; the place where our team members come to work excited for the work day and…

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