Outline for Aligning Staff Mindset

Dr. Gina Wesley

1 hour

Level: intermediate

Domain: Practice Management

Course Description: Do you have consistency in excellent patient experience in your office? If you would like you (and your staff's) mindset to be in alignment with superior practice culture and goals, learn how preparation and paying attention to the details make all the difference. Organization with thoughts is as important as office policies and procedures, and this course will help guide you and your office to learn how to implement aligned attitudes and culture.

Goals:

  1. Review office culture and how it is created
  2. Concentrate on how to begin to align staff mindset
  3. Overview office meeting structures
  4. Determine how to apply this knowledge to your everyday office experience

Staffing

  1. Who sets the office culture, doctor and/or staff
  2. Examples of presence by “accident”
  3. Creating culture with a purpose
  4. Policies and procedures vs knowing your purpose
  5. Examples of how this may happen in everyday work scenarios
  6. Front desk/greeting
  7. Technician
  8. Doctor
  9. Optician
  10. Discussion of different optometric work environments
  11. Small practice vs Large practice challenges
  12. Owner vs non-owner….how can you influence
  13. Optometry office vs med/surgery/ophthalmology

Office Meetings

  1. When, how and how often
  2. Daily vs weekly vs monthly
  3. Who attends and why
  4. Office closed vs open
  5. The BIG annual meeting
  6. Importance of prep, delegation
  7. Agenda for the day
  8. Location and why
  9. Mid-year recap
  10. Mini-big annual version
  11. Assessing goals and meeting them
  12. The WHY behind your meetings
  13. The basis of office culture
  14. Can’t assume, must reinforce
  15. Discuss real and hypothetical situations
  16. What to discuss
  17. Policies and office procedures training
  18. Goals, where office is at
  19. Financials

Setting tasks/goals for yourself and staff

  1. Set, deadline, review
  2. Making sure everyone is on board
  3. Review progress
  4. Individual vs group tasks/goals
  5. Encouraging resourcefulness, staff reaching out to staff
  6. Dynamic of working together vs individually
  7. Holding accountable
  8. Handling on-the-spot questions
  9. Deferring vs answering
  10. Allowing a stake in the outcome
  11. How-To Manual
  12. Purpose
  13. Dynamic, ongoing, must be updated constantly

Ongoing education/alignment

  1. Staff outings
  2. Education at regional/national meetings
  3. Allow staff to hear from someone else
  4. Reward trips
  5. Speaking to staff
  6. You and reps
  7. How to best communicate….ask staff!
  8. Thanking staff

Creating a Great Workplace

  1. Job flexibility
  2. Today’s technology and what it allows
  3. Cater to multigenerational desires
  4. Outsourcing
  5. Options for services provided
  6. Advantages vs disadvantages
  7. Staff reviews
  8. When and how often
  9. To raise or not to raise