Colleagues
Dr. Phil |
Case Study Two: Dr. Phil
ISSUE/OPPORTUNITY
A chiropractor, who had recently become the sole proprietor of his practice, was experiencing some billing issues, was frustrated with the performance of his office manager, and he had some other general practice management concerns.
The doctor wanted assistance in addressing these issues which were impacting on his practice success.
SUCCESSFUL OUTCOME
PRISM interviewed the chiropractor in his office to gain an understanding of the work environment, the
pertinent facts, and to ascertain what had been done in the past to correct the performance shortfalls.
From this interview, PRISM started collaborating with the doctor to craft "management strategies" - clarifying
expectations and then holding everyone accountable for good performance. PRISM also began coaching the doctor
to more effectively handle supervisory issues, since he was new to the management role.
It soon became evident that accurate job descriptions were not in place. PRISM interviewed each member of the
team to gain an understanding of what each person thought their duties and responsibilities were and what they
thought were the responsibilities of other members of the staff. PRISM used this information to draft new job
descriptions (and training and experience requirements) for the doctor's review and then implementation. The
doctor learned that it was key to describe the position summary, job functions, and the qualifications of the
ideal candidate; not tailor the job to the incumbent. The doctor articulated his expectations for daily office
demeanor and patient interactions, all in an effort to support his philosophy of "treating patients with respect
so they may receive individualized chiropractic care in a relaxed, friendly, professional environment." As
communication improved, duties, responsibilities, and expectations were clarified, other practice issues began
to resolve. The doctor has grown more comfortable in his management role, and each staff member now contributes
to the success of the practice.
|
|
