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July 1, 2020

The WE Team!

The We Team!

 I refer to the leadership in a practice as the We Team! The We Team may consist of the owner doctor or doctors, practice administrator, manager, team lead and any other leadership roles in the practice. However, I will be focusing my message on the doctor/practice administrator relationship. It is imperative to develop a cohesive We Team. Without cohesive leadership performance expectations will be ambiguous and the team will conform to the lowest standards or expectations. Before you hire a practice administrator (PA) make sure you are ready to support them. I do not mean just financially. Consider the following questions before starting the hiring process:

·     Can the practice financially afford?

·     Are you ready to let go of some tasks and not micro-manage?

·     Will you take the time to empower someone else co-lead your team and practice

·     Will you support your PA in front of the team (any disagreements need to be behind closed doors away from the team)?

The relationship between the doctor and PA will be confusing without open communication and clear expectations. Many doctors hire a practice administrator without having clear expectations.  They believe the PA can manage without direction. The only guidance given to the PA is to let them know when they are doing things wrong. This lack of leadership sets the PA up to fail as it is confusing for them and the team. I receive a plethora of different answers when I ask doctors and team members what they think is the role of a PA. The role varies greatly from practice to practice.

Doctors make a list of the tasks you would like your PA to do before you start the hiring process. This will enable you to write and ad that clearly defines the role. Or if you already have a PA and have not defined their role do it now. You can also use this list to discuss strengths and future expectations.

Clearly define your goals and expectations. I would suggest creating a task management list that include the following. For a more detailed list email me at judykay@practicesolutionsinc.net.

·     Personnel/team management

·     Overseeing patient management

·     Practice management/productivity/promotion

·     Property/facility management

·     Any additional duties

Doctors and PA’s before agreeing to work together discuss the following:

·     How well do your core values match?

·     How aligned are your passion and purpose?

·     How well does the PA’s strengths match the expectations of tasks and responsibilities?

·     Do you both understand and agree on the role?

·     Does the PA really want the role, and have the capacity to excel in the role?

 

I am blessed to have worked with hundreds of dental teams nationwide to help them build a happier, healthier, and higher performing culture with my Culture Camps. Here is a link to my Rise & Shine Culture Camps (https://www.practicesolutionsinc.net/culture-camp.html) The best results are dependent on having an aligned and cohesive We Team.

Start by clarifying your roles as a We Team.

Doctor’s Role:

The doctor’s role is to create a clear vision for the practice. Choose four core words that reflect the core values you want to have in your practice. They are important to define what they mean to you and prioritize. These core value words will help guide you and your PA in decision making. I have found that four core words are much more powerful and effective than a rambling vision statement. Email me at judykay@practicesolutionsinc.net if you would like my Core Values sample list.

PA’s cannot meet your management expectations without ongoing communication. Every doctor and every office are unique. How could the PA possibly know what you want them to do? Schedule adequate time to meet with your PA on a weekly basis. This will allow and opportunity for the doctor and PA to:

·     Focus on the big picture and long-term goals

·     Share thoughts and ideas

·     Discuss and problem solve

·     Review practice statistics and adjust goals

·     Share patients and team kudos and growth opportunities

·     Define marketing opportunities

·     Discuss current projects and timelines

·     Give feedback on PA’s performance

·     Support your PA when confronted by a team member

 

PA’s Role

The PA’s role is to support the vision of the doctor in words, actions, and attitude. Support by inspiring, engaging, and empowering the team to implement the doctor’s vision. Which is why it will be imperative for the We Team to meet on a weekly basis to get and stay aligned.

A PA’s role includes the following:

·     Sharing new ideas with the doctor

·     Monitoring practice statistics

·     Introducing new ideas to the team in a team meeting setting

·     Utilizing a process/system to implement the new ideas

·     Creating accountability processes

·     Resolving issues

·     Communicating with the entire team individually and as a group to keep everyone in the loop and aligned

·     Creative problem-solving schedule obstacles

PA’s capitalize on your first 90 days by meeting with each team member individually to build relationships. Review current systems and processes and ask for feedback from the team on what is working well and any obstacles. Implement new ideas that are a positive for the team and easily achievable. This will help your team view change more positively. Take time to communicate with the team daily to keep everyone aligned and in the loop. At least 30% of your time to be spent working with team members. Be transparent and follow through with what you said you would do to build high trust relationships. Schedule time for social outings to have some fun together which will go a long way in building good will for stressful times. Share your knowledge and expertise and provide resources to empower your team to succeed!

The We Team relationships that soar are those that consistently take time communicate what they need from each other to successfully co-lead.

 

June 1, 2020

The Human Side of Dentistry

I am blessed to have the privilege of working in the dental industry since the early 1980’s!  Working in the dental industry for many can become just a job!  We must never, even for a moment, disregard that we are human beings caring for the health of other human beings.  It is not just about fixing teeth.  There are humans attached to those teeth!  It is important that we focus on the human side of dentistry and become advocates for our patients’ health.

I would love to see every medical and dental team instilled with an advocate mindset.  However, many of us have experienced a caregiver objectifying a patient by treating them like an object than a human being.  For example, they make decisions for the patient instead of educating and asking questions to understand what matters to them.  They have conversations about them in front of them and act as if they aren’t present.

I had a not so human experience during a recent visit to a radiology department.  It started out great with the x-ray techs introducing themselves as they ushered me into the room and explaining the process.  However, all manners and niceties stopped when the doctor who was going to be taking the x-rays entered the room.  He did not slow down enough to take a moment to introduce himself or ask me if I had any questions before he started.  He proceeded to rapid fire commands at me and then walked out of the room without further discussion.  There was no compassion or connection.  I felt objectified.  As if I were just a task that he was in a hurry to complete.  I understand that this may be a daily routine for him, but it was not for me.

It is vital that we remember when we are caring for our dental patients that they are more than just a task to complete to get on to the next one so we can finish our day.  We are dealing with their health.  What may be routine for us may seem scary or concerning to them.  It is essential that we recognize the human side of what we do.  It is our responsibility to take time to develop meaningful relationships with our patients, which allow will allow us to provide better and more comprehensive care.  When we do this, we become an advocate for our patients’ dental health.

Here are five essentials to help you become your patients’ advocate.

 

  1. Be happy to serve. Do you seem happy to the people you serve, both team and patients?  Think about it for a moment.  Would your patients and team describe you as happy?  Do you greet others warmly with a smile?  Are you happy to come to work and grateful for what you get to do?  Do you focus on the positive and celebrate daily?

 

  1. Get to know the human attached to the teeth. Ask questions to get to know more about what’s important to your patient.  What has been their past experience?  What are their goals and desires for their dental health?  What are their concerns about treatment and what matters to them?

 

  1. Educate your patient by having a conversation not giving a presentation. That means asking and answering questions as you go along to avoid assumptions.  Stop the data dumping and present information in bite size pieces.  Avoid industry slang and communicate on their level.  Verify time, sequence, cost and compliance (what they need to do to support).

 

  1. Focus on the WIIFTP (What’s in it for the patient). Show up 100% by being present in the moment.  Always contemplate what would make your patient feel more welcome, more comfortable in the moment and help build a stronger relationship?  Keep your patients in the loop by informing them what you are doing and why.  It’s what we say or don’t say that creates the patient’s perception.  We lose value when we don’t let our patients know what we are doing.  If we don’t say it to the patient it doesn’t exist.  For example, when you do an oral cancer exam explain to your patient what you are doing and the reasons why.  Even for those patients you have seen for many years.  Inform them every time.  The why must always be a value statement highlighting the benefit for the patient not the practice or the team.

 

  1. Address complications as soon as possible. Come from a real place of care, concern and curiosity versus judgment and criticism.  Always consider what it might feel like if it happened to you.  How would you treat them if they were a family member?  Let me clarify, a family member you like!  LOL!  Start out by asking, “How may I help you?”  Then be present, listen and hear what they are saying.  Share with them how you can help them by saying, “I can help you and this is how.”

When we focus on being advocates for our patients, we will develop more meaningful relationships that will enable us to provide better and more comprehensive care to our patients.  A win for the patient, practice and team!

May 1, 2020

Communication to Stay Safe & Sane

Whew!  What a year 2020 has been so far!  I don’t know about you, but I feel like the rug was pulled out from under my feet.  All my hard work and carefully laid plans disintegrated when the Covid-19 storm hit.  My emotions were like a roller coaster ride ranging from anger and frustration to fear, confusion and sadness.  That’s just to name a few.   Normally I maintain a very positive equilibrium and I was definitely off kilter.  I knew I had to get a handle on the negative emotions to get back on track.  Otherwise, the negative would crowd out my optimistic outlook.

After some reflection, I realized I needed to search out the positive in the current situation; and let go of the negative that I could not control.  I focused on the positive upside of more “time.  I now had time to:

  • Spend with my husband and dog
  • Call and zoom with family and friends
  • Social distance with neighbors
  • Complete projects around the house including organizing and cleaning
  • Work in my yard
  • Take more walks
  • Work out more
  • create newsletters, articles, webinars and presentations
  • Volunteer complimentary help to my clients

I stopped focusing on the downside and things I couldn’t control such as:

  • Uncertain future
  • Loss business and income
  • Limited interaction with others
  • Restricted travel

I am sure I am not the only person struggling with trying to stay positive.  There will be a wide range of emotions when we go back to work.  The wheels are going to fall off if we pretend nothing happened and we just bury ourselves working to catch up.  It will be critical to schedule time to communicate daily as a team.  This includes the doctor(s).  A huddle, first thing in the morning creates the perfect opportunity to check in with each other.

Have the entire team share their emotions.  How are they feeling in the moment and why?  Do they have feelings of fear, anger, judgment, sadness or hurt feelings etc.?   What does the team need from each other to feel safe and work together better?  What can they do to help each other more?  It is important for the team to be sensitive to each other’s needs.  We tend to think others have the same feelings and needs.  Avoid judging and criticizing if someone is more emotional and needs more reassurance to feel safe and comfortable.  There is not a right or wrong way to feel.  Feelings are feelings!

Trying to stuff our emotions and pretend we are all okay will lead to meltdowns.  If we don’t discuss our emotions, we will eventually burst, and everything will come spewing out.  When we reach that level, we are often no longer coming from a place of care or concern, but instead a place of anger.  When we act out in judgment, criticism, anger or negativity we can expect a like response.  This is what I refer to as an emotional reaction cycle.

We can avoid emotional reactions by taking time to start our day with a team huddle.  Initially we may need to extend our normal huddle time to accommodate discussing our teams needs and emotions in addition to our patients.

Be mindful of tone and body language when asking questions.  The questions I suggest are:

  • How are you feeling about being here today?
  • Tell me why you feel this way?
  • What leads you to believe…?
  • Tell me more about…?
  • Help me understand why…?

These questions work great at home as well.

Do a recap of the prior day to discuss and fine tune systems and processes.  This will help build clarity and confidence among the team.  What worked and what didn’t?  Define action steps to overcome obstacles.  Avoid the blame game.  We are all in this together and the more we help each other the better off we will all be.  Practice verbal skills, role playing and the physical walk through to be proficient when interacting with patients.  This will help the team feel confident which will ensure the patients feel confident and safe under their care.

Together we will rise up!

March 24, 2020

“What If” Panic!

“What If” Panic!

The Coronavirus has created a state of panic.  The dictionary defines panic as; a sudden overwhelming fear, with or without cause, that produces hysterical or irrational behavior, and that often spreads quickly through a group of persons or animals.

We are reaping the results of panic behavior hoarding, which is triggering shortages of disinfectants, food and even toilet paper.  The shelves are bare in many stores.  Some are even limiting shopping hours to allow their team to catch up with the restocking demands.

The more we allow our imagination spin fears of what if, the more panicked we will feel.  We can spin ourselves into a frenzy.  A constant state of panic can spiral us into a depressed mental state.  It is vital for our mental health to change from fear-based thoughts to more positive action-based thoughts.

 

The average person has 60,000 thoughts a day.  Ninety five percent of our thoughts are redundant.  The same thoughts we had yesterday will be the same thoughts we will have today and tomorrow.  Eighty percent will be negative unless we are mindful.  What do you think about now on a day to day basis?  Our doubts, fears and worries can paralyze us.  What we think today, tomorrow and next month will determine our future health.  The stories we tell ourselves become the life we live.

When we have faith in ourselves, we follow our gut instincts that we are born with. We become more powerful when we trust ourselves. Decisions become very clear when we trust our gut instinct.  Ask yourself, what is factual and what is fear?

How many times have you changed your mind about doing something because of saying to yourself, “But what if this happens”? You just “what if’d” yourself right out of action. How many times has the fear of “what if” stopped you? The ironic part is that fear is only a negative prediction of the future. In most cases, what we worry about doesn’t happen. What happened, we didn’t even think about or worry about, and yet we still survived. It’s proof that worry is a total waste of energy and time. If we can learn to evaluate the real danger, as opposed to the perception of danger (what if), we will get a more realistic viewpoint and we will be less afraid to act.

Whether or not we act is based on our confidence in being able to handle the situation. Instead of worrying, think about an action plan. Having a clear plan will empower you with the confidence needed to act.

Imagine how much happier you would be right this second if the fear of “what if” did not rule your decisions. What would you do differently?

Action Plan – Here are action questions to help you stop the fear from stopping you. I suggest writing your answers down to make your plan of action more concrete

  • What is the worst-case scenario?
  • What is the best-case scenario?
  • What is the most likely thing to happen?
  • What action steps can I take if the worst thing happens?
  • What action steps can I take if the best thing happens?
  • What action steps can I take if the most likely thing happens?

Define measurable daily action steps.  Then breathe and take the next step!

January 1, 2020

New Year! New Attitude! New Life!

I love January and the start of a fresh new year!  A year of positive possibilities and opportunities!  You might want to check your attitude if you aren’t happy with your current status.  Your lifestyle reflects your attitude.  What is your attitude about life?  Do you just get up, go to work, come home and go to bed?  Or are you looking for something more out of life?  Change your attitude change your life!  Just as you can’t plant squash and expect to harvest carrots, you can’t have a negative attitude and expect a positive outcome.

One of the best ways to change your lifestyle is to change your attitude in how you start your day. How do you think and feel when you first wake up in the morning?  Your thoughts set the tone for the day.  If your first thoughts in the morning are: “Oh, I’m so tired. It’s too early to get up.  My eyes won’t even open.  I’ll just hit snooze and lay here . . . just fifteen minutes . . . just fifteen more minutes,” you’re off to a slow… negative start.

Instead, change your story.  When the alarm goes off immediately jump out of bed.  Tell yourself and anyone listening, I am going to make it an awesome day.  I am ready for whatever comes my way today.  Your brain believes what it hears.  Look for things to celebrate in the moment.  Focus on what is good or positive.

It’s time to step across the threshold into your office.  Be mindful of your attitude as you enter.  Stop at the door and give yourself a pep talk if necessary.  Whatever attitude you bring to work affects the culture and the entire team.  Smile and warmly greet your coworkers.   These are the people who have your back!  Treat them with kindness and respect.  Just because you can get by with unfiltered behavior doesn’t mean it’s okay.  The better you treat others the better you will feel!

Happily, help others throughout the day.  It doesn’t matter how well you do your job if you don’t support your team when needed.  Everyone loses if a patient leaves the practice because of a bad experience.   It’s not for us judge whether a coworker is worthy of receiving our assistance.  For example, being unwilling to help because we think the other person doesn’t work as hard or as fast as we do.  Our job is to do whatever it takes as long as it is legal, ethical and within our licensure…from the moment we check in to the moment we check out.  Even if it means helping others that we may not necessarily like.  We are to treat people based on who we want to be as a team instead of judging whether they are deserving.

We must never forget that it is a privilege and an honor to be able to work in the dental industry.  Don’t get lost in the muck of the mundane of daily tasks.  Instead focus on the opportunity to change peoples’ lives.   We help create beautiful smiles.  A smile is the number one connector in any language!  Our patients become more confident when they have a beautiful smile.  We help people chew food which enables them to maintain better health.

Check in with each other at the end of the workday.  Does anyone need help before you leave?  A fond farewell is just as important as warm greeting in the morning.  A warm greeting and appreciative farewell are great bookends to help make it an awesome day!

When we mindfully choose a positive attitude, we create a positive path of thinking.  Our positive thoughts today create a positive reality tomorrow.  We do create our own lifestyle!

December 2, 2019

It’s Time to Celebrate!

December is the perfect time to remember to celebrate our gifts.  I am not referring to the gifts under the tree.  It’s time to celebrate all the things already in our life.  The more we celebrate the more joy we will feel.  We truly get happier when we celebrate life every day. There is a power in celebration. Celebration lifts our spirits and empowers us to instantly feel happier.  Celebrate even in the little things in life instead of taking them for granted.

Our health is a big gift!  Many of us go through each day without even thinking about our health let alone feeling grateful.  We focus on and complain about the little aches and pains.  It isn’t until we really get sick or injured that we truly appreciate our health.  The moment you wake in the morning give thanks and praise that you woke up.  Live each day celebrating the gifts of health and life!

Our work is a gift that gives us purpose.  Instead of seeing it as a gift, we may get lost in the muck of the mundane.  Work becomes something to survive until the weekend.  It isn’t until the normal days and simple activities are taken away, that we change our outlook.  Celebrate the blessings in your work every day!

Our family and friends and colleagues (including the furry ones) are gifts that are often taken for granted.  We act as if they will always be with us.  We take the filters off and treat them disrespectful or unkind.  Don’t miss a moment to show your people and pets how much you love them and appreciate them.  Celebrate the gift of them being in your life!

We have been given so many gifts.  What would you miss if it was no longer?  Whatever it is, stop and take a moment to give thanks and praise.  Whatever you would miss is a gift.  Get in the habit of celebrating all the gifts in your life.  Making a list of our gifts is the perfect way to celebrate the holiday season. Take a moment to start and end your day celebrating what you are grateful for each day.

 “Everything is here until it’s not… celebrate every second!” ~ Judy Kay Mausolf

Let’s take a moment and practice celebrating by doing a TA-DAH together! On the count of three, I want you to smile, throw your arms into the air and shout with passion in your loudest voice… “TA-DAH!”

November 1, 2019

The Power of S.P.F.!

The Power of S.P.F.

“Every moment you make a choice of what you want to keep, and what you want to let go of

…and that’s how you write your story!”

~ Judy Kay Mausolf

Here is the biggest secret about staying positive in difficult times.  It does not take superpowers.  It is simply a clear understanding of the power of focus.  “Our focus creates our attitude.”  If we focus on the positive, we will have a positive attitude.  If we focus on the negative, we will have a negative attitude.  Life seems positive when we focus on and our grateful for what is already in our life.  Life seems negative when we focus on what we believe we are missing.  The reality is we can find a reason to be happy and feel good every day.  It is simple but not easy to do.  Focus on what is good and right regardless of how simple, normal or mundane it may seem.  See the value even in the little things.  Don’t take anything for granted for it could be gone in a heartbeat.  Practice giving thanks and praise daily for what is already in your life.

It is human nature to emphasize the negatives and downplay the positives.  We are drawn to the negative!  Just look at the news and the shows that get coverage in the newspaper, magazines and TV!  Drama and negativity draw the biggest following.  There are very few shows that highlight the positive.  Negative is what sells!  The sad truth is it is not in our nature to focus on the positive!

However, we can shift and change by developing S.P.F.!  A Super Positive Focus!  Focus on what is already in your life and your world and appreciate it.  Think of three positive things in your life right now.  It becomes much easier to do this if we embrace these simple facts:

  • Life is uncertain
  • Life is unexpected
  • No one owes us anything
  • Life changes in a moment

Once we embrace these facts, we will learn to appreciate what we have and what is regardless of what has happened and what isn’t.  Regardless of how difficult a situation may get you can always find something positive to focus on.  Even if the only positive is the lesson learned.

I am often asked how I stay happy and positive.  I will share with you that it is not only because I meet nice people.  I meet some of the same people that you meet who are not always so lovely!  It’s also not because my life is perfect or that everything is easy.  I have had many difficult times and things don’t necessarily go my way.  Instead it is a choice I need to make every day!  It’s a mindful choice to focus on finding the good in every moment.

I created two orange power bands as a reminder that we can choose to be positive and happy!  One reads “Smile & Shine” and the other reads “TA-DAH”!  I give out thousands to my clients and audiences every year.  I wear one every day as a reminder and ask others to as well.  They are available on my website at www.PracticeSolutionsInc.net.  Wearing a power band can help us create a positive attitude.  A positive attitude is extremely powerful and wide spreading.  A positive attitude uplifts the mindsets of the giver, the receiver, and everyone in the vicinity.s

September 13, 2019

Your Team Is Your Greatest Asset… When You Invest in Them! Part 1

Your team is your greatest asset…when you invest in them!  I find it interesting that little time and money is spent on investing in growing the team in comparison to doctors learning new clinical skills!  When in truth the team can be the greatest asset and advantage in determining the level of success in the dental practice.

Alignment

Let’s start by aligning the team!  The more aligned the team is the more consistent the care and service.  The owner doctor(s) start by creating clear core values for their practice.  Take time to come up with your why…what four core words in order of priority would you choose?  This will help create clarity and unite the leadership team (doctors/managers/team leads).  Utilize a consistent decision-making strategy to avoid fly by’s which includes considering the following:

  • What’s in the best interests of the patients, practice and team, not any one individual (including doctor)?
  • What is practical and realistic based on current resources of people, time and money?
  • What is the precedent being set?
  • What is the value of implementing? Necessary to have a value of 8 or above on a scale of 1 to 10 with 10 being high.
  • Will it support the 4 core values?

It is necessary that the leadership team’s message is consistent from all leadership team members.  Otherwise it creates confusion and divides the team.

Engagement

The engagement part happens when you include your team in the discussions and decision making.  When your team feels like their ideas are heard and considered they feel valued and respected.  They become a creator versus a victim of their circumstances.  Creators focus on what is positive, identify and change what isn’t and own their results.  Whereas victims complain, criticize, blame, gossip and compare.

If you want the team to embrace a change ask for their suggestions and feedback on how to implement the change.  If you want the team to have ownership give them authorship as well.  A well-structured plan is well thought out and clearly defined.  I teach teams the R.I.S.E. Implementation Process to help them work together to create a well-structured plan.  R.I.S.E. is an acronym for Review, Implement, Sustain and Evaluate.

Review – WIIFTP&P&T (What’s In It For The Patient, Practice & Team)

  • What is it we are currently doing
  • Does it support the doctor(s) Core Standards
  • Is it a WOW?
    • What’s working
    • What’s not
  • WIIFTP&P&T – What’s in it for the patients, practice and team if we make the change
  • It is important for the value/benefits to rate an 8 or above on scale of 1 to 10 or it is difficult to sustain

Implement – SOP – Standard Operating Procedures

  • What are we going to change
    • What area(s) do you want to grow?  Prioritize if you have several areas.  Start with the area that will make the biggest impact.
  • Who is going to do it
  • Who are we going to do it for
  • When are we going to do it – including time, sequence and flow
    • It is important to actually schedule time to fit it in to your day, week, month, and year or it won’t happen.
  • Where are we going do it – very specific location
  • Why are we going to do it
    • This is the most important part to successfully sustain growth.  What is it that will motivate you to continue to do the new behavior when you don’t feel like it or you are pressed for time.
    • It has to be a big enough why (8 to 10) – WIIFTP&P&T if we make the change – there must always be something in it for the team to sustain the change
  • How are we going do it
    • Practice verbal skills
    • Practice role playing – yes I know it’s weird but it’s effective
    • Practice the entire physical walk through – never test it out for the first time on a patient
    • Clearly spell out the attitude, mindset and action steps will you need to take to be able to succeed.
  • Define process
    • Create standard operating procedures and put in a SOP Manual
    • Schedule the roll out date

Sustain – Form Habits

  • In order to sustain a new change it is important for the new change to become a habit
  • Be precise and consistent and realistic to make the change become a habit much sooner
    • Same sequence and steps for every team member every time
      • 5 out of 5 times
  • It takes a range of anywhere between 18-254 days  to form a habit depending on the difficulty with the average being 66 days
    • Until it becomes a habit it will feel awkward and uncomfortable
    • Give any new change at least 60 days to get comfortable before considering any changes
  • Support the change positively in words, actions and attitude

Evaluate – Reflect/Diagnose

  • What are the results
    • Were we able to implement
    • If not, why not
    • Is the process still working effectively
    • If not, what is the value and benefits in a change
    • What part is still working what needs to change

Investing time and energy in getting your team aligned and engaged are the first steps in making your team your greatest asset! Tune in next month to learn how to empower them to be your greatest asset!

July 1, 2019

People Before Profits!

This message is focused on the management style of great managers! The reference to managers includes dentists as they may either manage or support the manager.  What I find at the core of all great managers is the viewpoint of putting people before profits. It’s often a huge change in mindset for many to shift the focus from profits to people. The ironic result is that the profits are much greater when we focus on people not profit. Great managers do the following to exemplify the principle, “People before Profits”. 

Clarify core values and eat, breathe and sleep them. In other words live them by example modeling the waddle. I suggest limiting core values to no more than four or it becomes confusing for the team. Please email me at JudyKay@PracticeSolutionsInc.net if you would like to receive a sample of core value words. 

Hire and keep people based on character as well as skills sets. Never sacrifice character for skill sets. Toxic Performers (people who are highly skilled and toxic to their co-workers) are not welcome to become or stay as part of the team regardless of their level of skill and longevity. 

Develop a training program with defined weekly growth expectations. Conduct weekly growth reviews with the new team member for the first 90 days. The growth review is a discussion of accomplishments, obstacles and opportunities an how to help the new team member to succeed. The focus is on catching people doing things right and showing recognition versus catching people doing things wrong and criticizing.  

Establish a schedule that is a realistic pace centered on patient care and service and not just the bottom line. It is essential to provide consistent exceptional service and care to patients and move at a speed which the team can be accurate, detailed and complete without running into the next appointment.    

Don’t kick the dog. In other words point the finger and look who can be blamed when the wheels fall off. Which they most certainly will some days! Instead co-create as a team…what can be done next time to keep the wheels on! The question to ask is, “So this happened so now what could we do?”  

Communicate using positive constructive conversations that build others up instead of criticizing and tearing down. A good conversation starts with showing appreciation for 3 positives per one growth opportunity. A great conversation includes 5 positives per every growth opportunity. People have a tendency to highlight what they don’t like and take for granted what they do. What is amazing is once the focus becomes seeing the positive the negative often seems very small in comparison. People lean in and try harder when they feel good about their accomplishments. People shut down and stop trying when they feel bad.  

Include the entire team in the decision making process. People want to know that their ideas are heard, understood and at least considered. Thoughts and opinions must matter to management in order cultivate creators versus victims. A huddle or team meeting setting where most can attend is the perfect setting. Before implementing any change always get feedback from the entire team. Discuss potential obstacles and the opportunities to overcome.  The bottom line is valuing people over profits will boost the practice culture, patient experience and the bottom line! A triple win!

Please email me at JudyKay@PracticeSolutionsinc.net and put R.I.S.E in the subject line if you would like to receive my R.I.S.E. Implementation Process white page.  

 

June 1, 2019

Is Your Practice Out of W.A.C.K.? Get Aligned! Part 2

In Part 1 of “Is Your Practice Out of W.A.C.K.? Get Aligned!” we defined the 3 levels of performers and top 6 stressors that reduce engaged rowers into lazy riders or disrupting resisters. In Part 2 we will illustrate the acronym W.A.C.K. to re-align, re-engage and re-ignite your culture!

W.A.C.K. is an acronym for:

  • We Team
  • ABC Standards
  • Core Values
  • Kudos Culture

The W is for We Team. The We Team is made up of all owner/partner doctor(s) as well as the practice administrator. I suggest We Team’s schedule weekly We Team meetings. The practice administrator becomes the designated point of entry where the team brings all questions, requests or concerns. They are to share the questions, requests or concerns at the We Team Meeting. The We Team discusses and come to a decision or solution. The practice administrator shares the We Team decision or solution with the team member(s).

The A is for ABC Standards. ABC standards are standards for attitude, behavior and communication. Creating ABC Standards together as a team will help align the team and cultivate a service culture that is happier, healthier and higher performing! ABC Standards increase clarity, unity, accountability, consistency, level of service, and your business reputation; while preventing the chafing and disagreements from assumptions and opinions of who is right and wrong.

Have a team meeting with the entire team to discuss ABC Standards for your practice. Ask each team member to share what they feel they need from each other to be able to work together better. I find using a big easel pad with markers to write down the responses helps to generate more participation.   Be specific and define what it means in words, actions, body language and tone of voice.

The C is for Core Values.   Doctors it’s very difficult to get your team aligned if you don’t know who you are and what you stand for.   What 4 words in order of priority describe your core values for your practice? Would other people be able to recognize those values in your practice? For example, my 4 core words in order of priority are: Lifter, Authentic, Happy, and Committed. Doctors if you don’t know what yours are stop reading and take some time to reflect. They are important to know because they will help guide your team in their decision making to align with your goals and objectives. Core values become a blue print on how to live and work together. Every action or attitude is to be examined before proceeding. Does this action or attitude support the core values of the practice?   Which takes us to the fourth fundamental.

The K is for Kudos Culture. A Kudos Culture is showing appreciation to nurture value and purpose. Value and purpose are what reignite people!   It starts with the entire team knowing and be aware of what is good and right in their practice.  We often see what’s negative and wrong with each other.  Instead, focus on what is good and right and verbally reward those behaviors with statements such as “I am proud of you”, “Great job”, “Way to go” or even a simple “thank you”, or “kudos”.  In a very short time, everyone will begin to feel recognized, important, and cared about because they know they are being seen and praised on a daily basis.  I love this kudos stuff because it really works.  It only takes one person to get the ball rolling in the right direction.  The person could be you!  You don’t need permission to start.  Just reward what is good and right such as good moods, good attitudes, uplifting mindsets, even just a smile.  I’m not talking about sappy, disingenuous gushing!  I’m talking about simple, heart-felt appreciation. Show appreciation for other team members’ attitude, actions or behaviors by implementing following steps:

  • Show your appreciation as immediately as possible after the event or action you want to point out and reinforce.
  • Be specific. Avoid general clichés and statements.
  • Mention how the action or behavior was personally helpful or supports the team vision, values, and purpose.
  • Keep it brief. Long, detailed compliments can be uncomfortable and sound fake.
  • BE GENUINE!  This isn’t about being insincere to manipulate others.
  • Ask if there’s anything you can do to provide further support or service to that person or team.

You will be surprised how quickly appreciation fires up the team! Implement the four WA.C.K. Fundamentals in your practice and re-align, re-engage and re-ignite your team!

Email Judy Kay at JudyKay@PracticeSolutionsInc.net to receive your copy of Appreciation & Celebration. Type in Appreciation & Celebration in the subject line.

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