Even practices that implement efficient, up-to-date systems for all administrative tasks, document those systems fully, and generate scripts for training sometimes fail to take the final step in optimal system implementation. They don't create a simple checklist that system users can review periodically to prevent "drift" and ensure peak performance.
List every step involved in using each system. Management systems are step-by-step guidelines. Full documentation serves as the basis not only for scripting but also for writing a simplified listing of all steps -- the checklist. Once team members have learned a system and its scripting, glancing at the checklist will keep them on track.
Don't let staff members skip the checklist. We all tend to assume that once we learn something, it stays learned. In fact, as time goes by, we may forget some details. With systems, team members can get in the habit of skipping steps or inadvertently "rewriting" them. It's human nature. Require everyone (including yourself) to review their checklists -- at least once every week.
Roger P. Levin, DDS, is the chairman and CEO of practice management consulting firm Levin Group. You can connect with Levin Group on Facebook and Twitter (@Levin_Group) to learn more strategies and share ideas. Also, check out Dr. Levin's free practice management videos at www.levingroup.com/gp.
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