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    Adding accountability to the practice vocabulary


    I call it “the putters.”

    I noticed that everyone was reviewing a patient, everyone was working on a problem for the patient, everyone was checking on a patient, or calling in a prescription for a patient.

    Everyone was running. But NO ONE was actually working UP a patient. 

    The technicians who had a patient were spending 45 minutes with each patient—ensuring that they received the quality eye exam they sought. Tons of patients in the system, none in the doctor’s chair.

    I was angry at a lot of different areas, but after calming down a fraction, I realized that I needed to start at the top and look at myself before I spoke to them. And I remembered a discussion no less than a month earlier, where one of my strongest technicians admitted to me that she could see 13 or 14 patients in a shift, but since others were only seeing seven or eight, she would see that number, too. She has since moved on!

    But, her attitude regarding her “fair share” was lingering, and needed to be called out to all and stopped immediately.

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