Inspect What You Expect

It’s the cheesiest line, but it’s really important.

If you expect your staff to do something, inspect it and make sure it is getting done to your expectation.

I work with practices that have certain standards or procedures in place, but as I start to review them, I see they aren’t actually happening at all.

Here are three examples from the last three weeks:

Office policy is to collect co-pays and deductibles for each visit. They did a pretty good job when this first rolled out, but as I was looking through patient charts I saw they had stopped because they don’t like asking for money. Luckily we do their billing and provide feedback to offices when we see changes like this so they can fix it, but they did assume it was being done.

A new clinical manager was tasked to interview for an open MA position. She had identified candidates and told the doctors she had made phone calls. She didn’t like any of those candidates and hadn’t made arrangements to meet any others, but the doctors assumed she was actively working on staffing the office.

A policy in another office is to always provide same-day sick appointments. We called on several occasions and were told the appointments were full so we needed to go to urgent care.

So, as cheesy as it is, you do have to inspect what you expect. It is a great opportunity to tell people they are doing a great job when they meet your expectations and it will help you understand why you aren’t meeting practice goals when you find things aren’t being done the way you expected.

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