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    Adding accountability to the practice vocabulary


    Taking action

    I told my second-in-command lead that she was to send an e-mail to the technicians, from me, that the following policy was to go into place immediately until I returned Monday morning:

    1. 1 As we still print off a copy of that day’s patient list, when technicians took a patient to be seen, they were to INITIAL the patient’s name on the doctor’s list. 
    2. 2 At the end of every day, these lists were to be sent to me.
    3. 3 I will evaluate them, and if you are not keeping up, I will be calling to ask why you saw three patients in one morning when everyone else saw nine or 10.
    4. Then I called a mandatory all-technician meeting for that Wednesday evening.

    When I returned to the office Monday, I began to have technicians call me, or stop into my office, telling me this was the best thing that had happened in a long time. You would think, and in some cases, rightfully so, that this was just high-level schmoozing. But the people talking with me were the hard workers, the worker bees of the clinics. The leads of each of our eight clinics were commenting that the clinics were flowing very well. And the doctors were actually smiling.

    By Wednesday, two of the doctors who were having the highest concerns actually sat down and told me that this was exactly what they were talking about and that things had turned around drastically.

    “What did you do?” 

    My only comment was: “I lost my mind.”

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