Once you roll out things with your staff, you have to follow up to achieve consistency. There is no way you have time to follow up on all details, so cleverly creating some of your own routines that show you are following up will have a big impact.
Note – Many of these things can be performed by your office manager, if you have one. If that is the case, make sure you are following up monthly on what is and isn’t being performed correctly.
WEEKLY: have the team turn in what they did and didn’t do that is on their job descriptions and routines that you have set out for them. Encourage open communication to help you identify the difference between underperformers and unrealistic daily/weekly task expectations.
WEEKLY: Make sure to follow up with each staff member on at least one task you have requested of them. Even if you aren’t able to check up on everything, checking up on at least one thing a week will help your staff know that when you ask something of them, it is important enough for you to follow up with them.
MONTHLY: Have a meeting with your office manager or the person you turn to for HR and staff concerns. Your agenda should cover: staffing, patient service, employee concerns and expectations. Take detailed notes and review them before your next monthly meeting to make sure everything you ask is being completed.
DAILY: Recognize good performance and deal with bad performance. I have heard from many staff members in many offices that they think they only hear about their performance when they make a mistake, so be sure to say “good job” often. Similarly, many staff members complain when they see that their co-workers aren’t held accountable when they aren’t meeting performance expectations. Addressing good and bad performance daily will help your office achieve goals much faster than waiting for annual review time.
You don’t have time to follow up on all of the details, but following the routines above will help you keep track of what is and isn’t being completed in your office and will really help you understand how each member of your staff is performing.