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    Due diligence can mean difference between good plan, bad plan

    Weigh possible solutions, stumbling blocks; have contingency plan for the unexpected


    Making a case

    At 6 a.m., pad of paper in hand, I headed into the meeting with the idea of how we were going to make this happen. And then I waited for the explosion.

    They picked it apart and did everything I had done, and then decreed: “No issue—we can make this happen.” Actually, they even uttered we should get it going soon.

    In shock, I departed the meeting and thought: “You’ve lost it. You’ve gone to the pessimism side and can’t climb out.”

    More from Dianna: For whose convenience: The practice or the patient?

    Ten minutes later, the first lead called with concerns they didn’t want to vocalize publicly. And then the next, and the next.

    We hadn’t discuss what would happen if it went poorly.

    So, the next morning we reconvened to discuss the escape route to get out of it if it failed. That was more tortuous. In order to make this work, we would need to:

    ·      Change the schedule templates.

    ·      Get 48 technicians in the mind frame of how to make it work.

    ·      Change the front desk way of scheduling patients.

    ·      Ensure the leads had a system in place for each clinic so physicians would

           know where to go with add-on fields.

    ·      Ensure there was no internal sabotage that could occur.

    Then, I spoke with the manager of the front desk, sent a cheerful e-mail to the front desk and technicians that this was a great idea and how it was bound for success with their help, and rolled out how we would get it rolled out.

    Related: Applying rules of engagement to real-life scenarios

    Most people agreed we could make it happen. A few panicked because it was change. Some brought up ancient history, as this was how they did visual fields 15 years ago and it had been a small disaster. I reminded them that was “BD” (“before Diane”) and we would do it differently to ensure success.

    So, we are ready to implement and will do so within the next 3 weeks.

    What's the escape plan?

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