the ultimate practice - north carolina state optometric ... ultimate...the ultimate practice lynn e....
TRANSCRIPT
THE ULTIMATE PRACTICELYNN E. LAWRENCE, CMSGT(RET), USAF,
CPOT, ABOC, COA
OBJECTIVES
• STRATEGIC PLANRESOURCES> STAFF DEVELOPMENT/TRAINING> DELEGATION > WORKER BUY-IN> EFFECTIVE RESOURCE MANAGEMENT> PROPER PRODUCT USE > PLANNING GROWTH> LEADER INVOLVEMENT / VISIBILITY > TEAM BUILDING > ESTABLISHING PROPER CLINIC PROTOCOLS> CURRENT INDUSTRY TRENDS> COMPLIANCE PROGRAMS AND ENFORCEMENT > EQUIPMENT PLANNING AND PURCHASES> GAINING PROPER VENDOR SUPPORT. > CONFLICT RESOLUTION > CUSTOMER SERVICE
• WHERE EVERYBODY KNOWS YOUR NAME
THE BUSINESS PLAN
• STRATEGIC PLAN
• TACTICAL PLAN
• CAPABLE LEADERSHIP
• EFFECTIVE RESOURCE MANAGEMENT
• ESTABLISHED PATIENTS
• REFERRAL SOURCES
• EXPERIENCED STAFF
# of Exams
Gross Revenue
Revenue/Exam
Optical Production
Staff Costs
General Overhead
Contact Lens
Practice
Optical Practice
Accounts Receivable
Cost of Goods
Special Practices
Additional
A Closer Look At Your Practice
CORPORATE DISCIPLINE
• WHERE WE ARE GOING IS DETERMINED BY WHAT WE DO
• HOW CONSISTENT WE ARE WILL DETERMINE HOW FAST WE GET THERE
• HOW IS STEERING THE SHIP WILL BE MONITORING IF WE ARE ON TRACK
LEADERS VS MANAGERS
• PEOPLE
• POSITION DESCRIPTIONS
• PERFORMANCE FEEDBACK
• COUNSELING
• TRAINING
• STAFF DEVELOPMENT
• FINANCIAL ISSUES
• PROGRAMS
• CONTACT LENS
•OPTICAL
• EQUIPMENT
MAINTENANCE
•OFFICE ADMINISTRATION
• BILLING AND CODING
• SUPPLIES
• FINANCIAL ISSUES
LEADERS #1 MISTAKE
•ATTEMPTING TO MANAGE PEOPLE
•GOOD PEOPLE NEED TO BE LED
•GOOD PEOPLE DON’T NEED MANAGING
LEADERSHIP SKILLS 101
• ARTICULATE CLEAR GOALS
• ANTICIPATE STAFF NEEDS
• SITUATIONAL MONITORING
• LEAD PEOPLE/MANAGE PROGRAMS
• COMMUNICATE EFFECTIVELY
• TEAM STRUCTURE (ORG CHART)
• TEAM COMPETENCY …ALPHA DOG
• APT AT CONFLICT RESOLUTION
• BUILDING THE BENCH
• STRUCTURE/ENVIRONMENT
• EMPOWERING STAFF
• PROMOTE/FACILITATE TEAMWORK
• IDENTIFY GOOD PERFORMANCE
• PLANNING
• PROCESS MONITORING
• PROCESS IMPROVEMENT
• LEAD BY EXAMPLE/OUT FRONT
• PATIENT AND STAFF SAFETY
• ROLE CLARITY/SYNERGY
EFFECTIVE LEADERSHIP…MOLDS THE ENVIRONMENT
LEADERSHIP:PROVIDES DIRECTION
AND GUIDANCE…ART OF INFLUENCING PEOPLE TO ACCOMPLISH GOALS
MUST LEAD BY EXAMPLE PROVIDE CLEAR
GUIDELINES BE CLEAR ON
EXPECTATIONS
INSPIRE EFFECTIVE COMMUNICATION…
UPWARD, DOWNWARD, AND LATERALLY
DEVELOPING A VISION IS ONE THING, BUT GETTING OTHERS TO BUY IN IS ANOTHER TASK
BEING DECISIVE IS A MUST…LEADERS MAKE DECISIONS
PROVIDES FEEDBACK
PROTECT THE PRACTICE
• DOCUMENT, DOCUMENT, DOCUMENT, AND KEEP AN ACCURATE LOG
• SELF-POLICING POLICIES
• PERFORM INCIDENT REPORTS
• IDENTIFY WITNESSES, TIME, DATES, EVERYTHING
• LAW VS JUSTICE
EFFECTIVE MARKETING PLAN
• LOCAL DEMOGRAPHICS
• PEOPLE
• BUSINESSES
• PROFESSIONAL SERVICES
• NON-PROFESSIONAL
SERVICES
• PRACTICE CAPABILITIES
• STAFF SKILL SET
REFERRAL SOURCES
A CULTIVATED NETWORK OF PROVIDERS:
• OPTOMETRIST
• OPHTHALMOLOGIST
• PRIMARY CARE PHYSICIANS
• PEDIATRICIANS
• EMERGENCY ROOMS
SCHEDULE MANAGEMENT
• PATIENT FLOW
• STAFF AVAILABILITY
• RE-WORK
• STAFF UTILIZATION
• RESOURCE MANAGEMENT
STAFF DEVELOPMENT/TRAINING
• THE STAFF WILL MAKE OR BREAK PRACTICE
• STAFF LEADERSHIP IMPORTANT
• AN EXPERIENCED STAFF HELPS TO CREATE AN EFFICIENT ENVIRONMENT
• STAFF FOCUSES ON THE PROCESS
• MONITOR STAFF BEHAVIOR AND PROCESS
DELEGATION
• FORMAL TRAINING OF YOUR STAFF
• DOCUMENTATION
• EXPANDED ROLES
• ALLOW THEM TO PERFORM ALL TASKS NOT
PROVIDER SPECIFIC
WORKER BUY-IN
• PLANNED CHANGE
• MONITORED CHANGE
• APPROPRIATE ADJUSTMENTS
• OPEN DIALOG
• HONEST BUT PROFESSIONAL FEEDBACK
EFFECTIVE RESOURCE MANAGEMENT
• CHAIR TIME
• PAYROLL
• PERSONNEL UTILIZATION
• SUPPLIES/INVENTORY
MANAGEMENT
• SCHEDULE MANAGEMENT
• PROCESS OVERSIGHT
PROPER PRODUCT USE
• NEW TECHNOLOGY
• MOST EFFECTIVE WAY TO USE IT
• VENDOR AGREEMENT FOR COMING BACK
• PROPER TRAINING
• PROCESS OWNER
• REPORTING: ARE WE GETTING OUR MONIES
WORTH?
THE PATIENT EXPERIENCE
• FROM CHECK-IN TO CHECK-OUT
• PREMIUM CUSTOMER SERVICE
• COMPETENT STAFF HANDLING
• MEDICAL KNOWLEDGE
• PATIENT EDUCATION
• TIMELY AND INFORMED ENCOUNTERS
• THE DESIRE TO RETURN SHOULD BE DESIRED
THE PEPSI CHALLENGE: THE SIP TEST
• 1972 SOFT DRINK INDUSTRY
• COKE OWNED 18% OF THE INDUSTRY
• PEPSI OWNED 4% OF THE INDUSTRY
• PEPSI WANTED MORE SO THEY CAME OUT WITH THE PEPSI CHALLENGE AND GAINED IN THE MARKET AND MADE COKE NERVOUS
• COKE CHANGED AND LOSS LOYAL CUSTOMERS
• CAREFUL WITH YOUR CHANGES
PLANNING GROWTH
• STRATEGIC PLANNING
• OPERATIONAL PLANNING
• TACTICAL PLANNING
• STAFF EXPANDED CAPABILITIES
• CHANG MANAGEMENT
LEADER INVOLVEMENT / VISIBILITY
• IT IS LONELY AT THE TOP
• WHO’S IN CHARGE
• IS THERE A CHAIN OF COMMAND
• DO YOU ENFORCE IT?
• ARE THERE CONSEQUENCES FOR
CIRCUMVENTING IT?
• CAN YOU INSTILL TRUST IN THE SYSTEM YOU
DEVELOP?
• INTELLIGENT LEADERSHIP, EMPATHIC, GOOD
LEADERS, AND LIKEABLE
TEAM BUILDING
• PROFESSIONAL WORK ATTITUDES
• ACCOUNTABILITY
• RESPONSIBILITY
• TASK COMPLETION
• COMMUNICATION
• RESCUING EACH OTHER
• LOOKING FOR SIGNS OF BURN OUT
• NEUTRALIZING TOXIC EMPLOYEES
ESTABLISHING PROPER CLINIC PROTOCOLS
• KEY TASKS
• WRITTEN GUIDELINES
• STANDARDS
• PROPER PROCESS REVIEWS
• PEER REVIEWS
• CLINICAL PRACTICE GUIDELINES
• FLOWCHARTS
POSITION DESCRIPTIONS
• EVERYONE KNOWS AND
UNDERSTANDS THEIR ROLE
• SOMETHING USED DURING
PERFORMANCE EVALUATIONS
• REFERENCE TOOL
EFFECTIVE BILLING AND CODING
• TRAINING
•MONITORING
•OVERSIGHT
• USE OF THIRD PARTY
CURRENT INDUSTRY TRENDS
• THE MEDICAL MODEL
• USE OF LASERS
• DIAGNOSTIC EQUIPMENT
• BLUE LIGHT
• OCULAR SURFACE DISEASE MANAGEMENT
• STAFF DEVELOPMENT
• POLITICAL ARENA
COMPLIANCE PROGRAMS AND ENFORCEMENT
• HIPAA
• OSHA
• WORKPLACE VIOLENCE
• INFECTION CONTROL
• MEDICAL FRAUD
STAFF TURNOVER
• THIS IS A NEGATIVE INDICATOR FOR
LEADERSHIP WHEN TURNOVER IS HIGH
• TURNOVER MEANS START OVER
• MUST HAVE A SOLID HIRING PROCESS
• MUST MAINTAIN A CULTURE THAT
IMPROVES ITS MEMBERS
EQUIPMENT PLANNING AND PURCHASES
TECHNOLOGY MUST BE:
• PURCHASED
• CONSIDERED FOR REPLACEMENT
• REPAIRED
• MAINTAINED
GAINING PROPER VENDOR SUPPORT
• SCHEDULED
• CONVENIENT TIMES
• USED TO TRAINED STAFF
• MUTUAL UNDERSTANDING
• CONSTANT COMMUNICATION
CONFLICT RESOLUTION
• IDENTIFY THE PROBLEM
• FOCUS ON THE PROBLEM
• ATTACK THE PROBLEM, NOT THE PERSON
• LISTEN WITH AN OPEN MIND
• TREAT A PERSON’S FEELING WITH
RESPECT
• TAKE RESPONSIBILITY FOR YOUR
ACTIONS
CUSTOMER SERVICE
• NOTHING BUT POSITIVE
THINGS TO SAY ABOUT VISIT
• CREATING AN ENVIRONMENT
OF ENGAGEMENT
• SECRET SAUCE
WHERE EVERYBODY KNOWS YOUR NAME
• REPUTATION• AMONG PATIENTS
• IN THE MEDICAL COMMUNITY
• THROUGHOUT THE INDUSTRY
• A PLACE WHERE PEOPLE WANT TO TELL OTHERS ABOUT
CREATIVITY IS ESSENTIAL
• KEEPING WITH THE VISION
• THINKING OUTSIDE OF THE BOX
• AN ENVIRONMENT THAT ENCOURAGES PROGRESSIVE THINKING
• EMPLOYEES NEW AND OLD ALIKE
THE “BOSS” QUOTE
•THE BOSS IS NOT ALWAYS RIGHT, BUT NONE THE LESS, HE IS THE BOSS
• MOVIE: A BRIDGE OF SPIES
PROFESSIONAL CONSULTANTS
• THEY SHOULD MAKE YOU GET BETTER
• THEY SHOULD NOT MAKE YOU DEPENDENT
• MONITOR AND WEIGH THE BENEFIT
• CAN YOU SURVIVE WITHOUT THEM
DIFFERENCES IN BIG VS SMALL PRACTICES
• IF YOU EVER WANT TO GET BIG, GET SMALL
RIGHT FIRST
• PLANNED GROWTH IS LESS PAINFUL
• A TRAINED STAFF TAKES LESS WORK
• PROPER LEADERSHIP DEVELOPMENT IS CRITICAL
• THE MORE BODIES YOU HAVE THE MORE
CAPABILITIES YOU HAVE, AND THE MORE
PROBLEMS YOU HAVE
HUMAN RESOURCES COMPANY
LANDRUM HUMAN RESOURCES PROVIDE:
• PROFESSIONAL EMPLOYMENT ORGANIZATION
• 46 STATES – ABLE TO ASSIST WITH STATE REQUIREMENTS
• WORKERS COMP INSURANCE
• PERSONALITY TESTS
• ERGONOMICS
• LASER PROTECTION TRAINING
• AMERICAN RED CROSS CPR
• BENEFITS PACKAGE
• PERSONNEL BACKGROUND INVESTIGATIONS
• ON-BOARDING OF NEW EMPLOYEES
• DRUG AND ALCOHOL TESTING
• FREE COMPLIANCE TRAINING*
• PERFORMANCE EVALUATIONS
• FREE LEADERSHIP DEVELOPMENT
• HIRING AND TERMINATIONS
• PAYROLL MANAGEMENT
QUESTIONS?????THANK YOU