The definition of management is:
- The process of dealing with or controlling things or people.
- The responsibility for and control of a company or similar organisation.
In a series of articles I am going to discuss the 10 areas that I believe are most important in being a great practice manager.
My top 10 are:
- Finance
- Sales
- Marketing
- Operations
- Compliance
- Customer Relationship
- Systems
- Human Resources
- Communications
- Leadership
I will also share a few more top tips to help along the way!
The above are in no particular order, so I am going to start with a favourite: Communication
A vital importance for your business to run well is for all team members and patients to receive clear communication. The Care Quality Commission (CQC)‘s following outcomes say:
Outcome 1: Respecting and involving people who use the service
Your patients need to have all the information available to them. This can be leaflet form, website, welcome packs and conversations. This also means that you need to be able to provide information to all varieties of people. For people to feel involved in their treatment and therefore make the best decision for their care, communication is vital. It is helpful to learn how to read people, for example, to be able to tell if they like lots of information and will have many questions to ask! A Treatment Coordinator is invaluable, they can spend many hours answering questions and giving the patient all the information they need. Whereas, other patients just want to know the price and the time involved.
Outcome 2: Consent to care & treatment
Patients cannot fully consent to their care and treatment unless they fully understand. Do you have clear treatment plans that are not full of technical jargon and 15 pages long? You should also think about the way that patient like to receive the information, whether it be an email or letter, telephone or face to face.
Outcome 3: Fees
We have to be clear exactly what is chargeable and what is not, when people need to pay and how they can pay. By being clear at the beginning of treatment you can prevent many uncomfortable conversations later.
Outcome 12: Requirements relating to workers
Your team need to know all off the above to equip them with the tools needed to engage with patients, on the phone, face to face, by email and in a number of different environments.
Team members will also prefer different forms of communication, again being able to read this will prevent any crossed wires! Some people like to receive quick to-the-point information; others need to know all the facts.
TOP TIP: Pay attention to people, this will give you the best insight into the way they like to receive information.
Outcome 13: Staffing
Your team need to be supported through induction, regular meetings, appraisals, clear job descriptions, praise and acknowledgement. If you make them feel part of the process then they will buy into the business, be happier in their work and therefore boost the business and patient experience.
Outcome 14 Suitability of staffing
Ensuring that you match the right people with the right skills will ensure that everyone in the practice, whether patients or other team members, will get the correct information.
Some ways to improve communication
Treatment coordination
Morning meetings/chats
Email memos
One to one chats
Patient information
Clear, concise treatment plans and fees
Written by Fliss Cleaver