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    Adding accountability to the practice vocabulary


    “We did something that we never want to do again. We made it so that the doctors felt they needed to chime in on the schedule and tell us how to work. We KNOW how to work. We just chose not to.”

    No discussion. No comments. Meeting over in 40 minutes.

    Where do we go from here?

    We wait and watch for the people that play the system to figure out how to get around this. Some have tried, but with me reviewing the sheets, they are asked immediately for an explanation of why they were so slow.

    I have had one doctor tell me (jokingly of course) that I need to tell the technicians to STOP doing this in his clinics because they are being so efficient he has no time to go online and read his journals! I’ll take that as a “roundabout” compliment.

    But, the word “accountability” is in my head now, and I make sure to keep it in theirs. 

    The staff needs to be reminded continually that it is their job to see the patient, and get the patient to the doctor. All the other things—prescriptions, phone messages, questions—are important too. But, first, see the patient. Do the other things when you have a lull in the action. There is time to do it later.

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