Spring 2000 Practice Management Diary:

Here’s an idea you may wish to discuss in a staff meeting. You may generate a different list than we did, but for this to work successfully, here are some important tips:

• The ideas should come from the group, not just from the doctor.

• Have a staff person lead the discussion.

• There should be no dissension on the final list.

• Plan the necessary changes and assign people specific responsibilities. (For example, an office tour: who does it and when?)

• Appoint someone to report on how the program is working at the next staff meeting. Your team should plan to discuss what remains to be implemented or improved.

Every Patient in Our Office Will:

1. Be given a personal tour of the office.
2. Receive a business card from the Treatment Coordinator and the Clinical Assistant.
3. Be called his or her preferred name in our office.
4. Receive acknowledgment for special events in his or her life.
5. Get his or her fair share of undivided attention, pleasant conversation and everything else that can add value to the orthodontic experience.
6. Receive a phone call after a stressful appointment.
7. Be treated as if he or she is our main referral source.
8. End every encounter with us on a positive note.

 
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