GENERAL POLICY MANUAL
No part of this manual may be reproduced, stored or transmitted in any way, including but not limited to photocopy, photography, magnetism, or other recording technique, without prior written permission of Custom ChiroSolutions.
TABLE OF CONTENTS
PRACTICE GOAL(s) 6
PRACTICE PURPOSE 6
WHY POLICY? 6
WORK SCHEDULE 7
OFFICE MEETINGS 8
CHANGE IN PERSONAL INFO 8
MOONLIGHTING 8
TERMINATION OF EMPLOYEES 9
RESIGNATION 9
LEAVES OF ABSENCE 9
MATERNITY LEAVE 10
PERSONNEL LEAVING 10
BAD WEATHER 10
PAY PERIODS AND PAYCHECKS 11
REVIEWS 11
STAFF CHIROPRACTIC CARE 12
HEALTH INSURANCE 12
STAFF PAY AND BONUSES 12
VACATIONS 13
PAID HOLIDAYS 14
NO SICK LEAVE 14
UNACCEPTABLE CONDUCT 15
ACCEPTABLE CONDUCT 16
TARDINESS 16
EMPLOYEE ABSENTEEISM 16-17
INSURANCE FRAUD 17
HANDBILLS AND SOLICITATION 17
TIPPING / GIFTS 17
PARKING - OFFICE EQUIPMENT – PERSONAL PHONE CALLS 17-18
OFFICE APPEARANCE 18
DRESS CODE 18
COMMUNICATING AND RELATING WITH PATIENTS 19
ADDRESSING DOCTORS 19
TELEPHONE 19-20
TELEPHONE PROCEDURES 20
FRONT DESK AREA 10 second zone 20
FOOD 20
SMOKING AND CHEWING GUM 21
CONFIDENTIALITY 21
TIME MANAGEMENT 21
COMMUNICATION FORMS 22
MEMOS 23
MEMO Blank FORM 23
SAMPLE MEMO FORM 24
TASK ASSIGNMENT FORM Blank 25
SAMPLE TASK ASSIGNMENT 26
REQUEST FORM Blank 27
SAMPLE # 1 28
SAMPLE #2 29
COMMENDATION FORM Blank 30
SAMPLE COMMENDATION 31
HOW AND WHEN TO WRITE A REVIEW 32
REVIEW FORM Blank 33
SAMPLE REVIEW 34
EMPLOYEE REQUESTS 35
NEW BONUS STRUCTURE POLICY 35
PAGING 35
PAYROLL 35-36
SMOOTHER FLOW LINES FOR THE TREATMENT AREA 36
SPENDING MONEY FOR THE CLINIC 36-37
Writing or Revising Policy 37
sAMPLE WRITING OR REVISING POLICY fORM .38
Training of an Associate Doctor 39
PATIENT REFERRAL ROUTING 39
RETENTION STATISTIC PROCEDURE 39-40
NUTRITIONAL SUPPLEMENTS 40
WORKSHOP FOOD 40
PATIENT UPSETS 40
HANDLING PATIENT UPSETS 40-41
SCREENING POLICY 41
SCHEDULES 41
NOT NEEDING TO BE REMINDED 41
OUTSIDE AGENCY / VENDOR ADMITTANCE POLICY 42
PARKING 42
PENALTY FOR REQUESTING PAY INCREASE WITHOUT REQUEST FORM 42
INTERNAL AUDITS 43
DAILY BATTLE PLANS 43
MANDATORY TUESDAY TRAINING MEETINGS 43-44
DAY 2 WORKSHOP SCHEDULING 44
CLEANING UP WORK AREA ON SATURDAYS 44
NEW EMPLOYEE FINDERS BONUS 45
NEW PATIENT LOG 45
PR CALDENAR 45
DEVELOPED TRAFFIC (DEV-T) 45
THREE GOOD, ONE BAD 46
ASSOCIATE DOCTORS AND SICK DAYS 46
DAY 1 AND DAY 2 CHECKING OUT PROCEDURES 46
DRESS CODES 46
DECLARATION PAGE FOR AUTO ACCIDENT CASES 46-47
NEW PATIENT TRACKING FORM PROCEDURE 47
REVIEWING NEW PATIENT FINACIAL ARRANGMENTS 47
PROCEDURE FOR RELEASE OF AN ACTIVE CARE PATIENT 47
TESTING OF PATIENTS 48
DETERMINATION OF MAIN TREATING DOCTORS 48
DOCUMENTATION AND FILING OF TESTING REPORTS 48
DOCUMENTATION AND FILING OF X-RAY REPORTS 48-49
STAFF ADJUSTMENT HOURS 49
"I DON'T KNOW" POLICY 49
SELF-PAY PATIENTS AND TESTING 49
FILLING OUT A VERIFICATION OF BENEFITS FORM 50
CALLS FROM OUTSIDE CLIENTS 50
COMPLETION OF TASK ASSIGNMENTS 50-51
CHECKING PERSONAL EMAIL 51
©2012 – Custom Chirosolutions
POLICY MANUAL | MM/DD/YYYY
PRACTICE GOAL(S)
To be known as the best DC/MD (chiropractic clinic integrated with medical physicians) clinic in our community. A practice getting fantastic results with the most friendly, efficient staff and doctors in the community.
To have an extremely prosperous and viable clinic with a very well paid staff and doctors.
PRACTICE PURPOSE
Our purpose is to help as many people as possible attain optimal health through chiropractic and any other alternative form of health care we feel will help our patients.
We will strive to ensure our patients and the public at large is thoroughly educated on the negative side effects of drugs and needless surgery. An enlightened and aware patient is one who will make an intelligent decision for their health and the health of people close to them. In this way we will continue to make chiropractic the number one health care choice on planet earth.
WHY POLICY?
Can you imagine baseball without any rules? What about driving in rush hour traffic with no laws or rules governing what to do when the lights turn green or red? The obvious result would be confusion and chaos. So it is with an organization. If there are no guidelines and rules for employees to follow, they will not know what is expected of them. Frustration, confusion, and unnecessary disagreements are sure to ensue.
That is why we have the “GENERAL POLICY MANUAL” as well as individual training manuals for each position in the practice.
Aside from achieving our goal of getting people healthier through Chiropractic, we want to have fun here. We don’t want to get too serious! The best way to do so is to ensure everyone knows what’s expected of them and knows how to do their jobs. By achieving this, we won’t have to put much attention on who’s doing what. We can put all our attention on the patients and having fun accomplishing our goals!
The following policies will cover such things as staff bonuses, time off, uniforms, benefits, etc. (ENTER OWNER’S NAME) may decide to change any of these policies as he/she sees fit in the future. If this occurs, you will be notified in writing of the policy amendment or cancellation. If you discover no policy exists to cover a specific situation relating to your job, or just in general, then please propose a policy which adresses that particular situation. Send this proposed policy in writing through (ENTER OWNER’S NAME) Communciator, for possible approval.
Policies are to be followed exactly, without alteration. Thus avoiding confusions and problems that could arise from misapplication of these policies. If you don’t understand something, get it clairifed.
We have found over many years of managing THIS practice that sometimes employees think that there is a “Better Way” to accomplish a task or job. However we have probably tried it and found our policy to be more successful. So please don’t change any policy or procedure without (ENTER OWNER’S NAME) signature on a written change.
WORK SCHEDULE
Our clinic treatment hours are Monday, Wednesday, Thursday 9:00 A.M. – 7:00 P.M.; Tuesday 2:00 P.M. – 7:00 P.M.; Saturday 8:30 A.M. – 12:30 P.M. All staff and doctors are expected to follow their own written schedule, which will be supplied to them by their Direct Senior or the Clinic Director.
You are expected to handle all your personal errands during your lunch break or during the times we are closed.
There may be times when we run late due to servicing patients. So, please keep in mind that patients are our priority concern and you may be required to stay later if it means servicing our patients properly. Staff who accept this responsibility willingly, without complaints, will be remembered when special requests are asked.
If your workload requires you to work more than 40 hours per week, you must get written approval from the Executive Director before any overtime will be paid. If a backlog exists in your area of responsibility then you must inform the Executive Director in writing of the situation. Include complete details, so a plan can be formulated and the backlogged work completed. All positions in this practice should be able to operate efficiently without any backlogs and without any need for more than 40 hours per week.
If personal emergencies require your absence during regular work hours, record when you leave and when you return to work. You will not be paid for time away from the office. You need to inform your clinic supervisor of the situation.
Ideally you will never be late or absent from work, but if a situation arises where you must, then call the Clinic Director at home, cell phone or beeper one hour before we open or at least one hour before your work schedule. It is also your responsibility to contact any other staff member your absence may affect.
There is no other verbal policy that supersedes this sequence of contacting your Senior.
If there is excessive illness, a doctor's statement may be required. Any excessive tardiness or absence is grounds for possible termination. Unexpected absence from any position creates a burden on the rest of the staff so please do your best to ensure it does not occur.
OFFICE MEETINGS
Office meetings are held every Thursday at 1:30 P.M. sharp (unless we are still servicing patients or you have been notified otherwise from the Clinic Director or doctor). These meetings will be approximately 1/2 hour long and are necessary to keep you updated on any plans, policy additions/changes and most importantly to review all statistics from the previous week and/or month. Staff meetings are NOT A GRIPE SESSION, if you have a complaint about something, take it up with your supervisor. You will never be reprimanded for communicating, but we will not tolerate spreading gossip, rumors, or complaints.
We encourage you to give your ideas for improving the quality or speed of our services. In addition, we welcome suggestions to correct situations that may be hindering our efficiency. Chiropractic itself is a very positive science. We need to mirror this positive attitude in all our actions whether it is with patients or fellow employees.
CHANGE IN PERSONAL INFO
Personnel files are kept on each staff member for personal tax status, telephone numbers, commendations, reprimands, etc. You are required to keep the Personnel Manager and the Executive Director via his/her Communicator informed (in writing) on changes of any of the following:
A. Name
B. Phone number
C. Address
D. Marital status
E. # of dependents
F. Personal health
G. Anything else that you feel pertinent
MOONLIGHTING
What an employee does on his/her own time is that employee's business, unless it can adversely affect our practice in any way.
If the employee's work performance is hindered due to outside work, that employee will be dismissed.
A staff may never use this clinic, staff or patients to forward another business, charity or group without written authorization from the Executive Director only. This includes but is not limited to any candy sales, nutrition, multi-level marketing products; inviting patients to a meeting is strictly prohibited.
TERMINATION OF EMPLOYEES
If it ever becomes necessary to dismiss an employee due to his/her inability to do the job, he/she will turn in their keys and leave on the same day of dismissal. We do not want to make a situation more uncomfortable than it already is for either party.
Employees who are terminated are to be treated fairly and according to state and federal guidelines. They will be paid for wages accrued through the day of termination. They will not be paid bonuses for the month they were terminated.
Any discussion between staff regarding salary or wage is possible grounds for dismissal.
If possible, an exit interview will be done and will cover the following:
1. Suggestions on how the employee may improve his/her performance for future employment no matter where it may be.
2. Review any incomplete matters.
3. Reclaim any keys or other property belonging to the practice. If any items are missing or damaged, the cost, including the cost of changing locks and replacing keys, will be deducted from the employee's final paycheck.
4. Final paycheck will be mailed 2 weeks after termination date.
RESIGNATION
Any employee wishing to resign is expected to give at least two weeks’ notice in writing to the Executive Director. If you are at a management level we would appreciate four weeks’ notice as well as help to ensure a replacement is procured and properly trained to take your place. Any resignation given less than the above stated times is considered insufficient notice and is grounds for immediate termination.
This policy is based on the assumption that the employee has been performing well and their reason leaving is based on external circumstances not related to our practice.
LEAVES OF ABSENCE
On occasion it may be necessary for an employee to take a leave of absence due to personal, health, or related matters. Leaves of absence will be granted for limited periods of time depending on the reasons and the circumstances that prompt such a request. A leave of absence must be supported by a valid reason and approved by the doctor. This absence will be without pay.
If you desire a leave of absence, you must present a written request.
The request must include the expected length of absence, dates of the leave, and the circumstances involved.
An approved leave will not be extended past the date indicated on the initial written request without further written approval.
MATERNITY LEAVE
Under normal conditions, maternity leave of up to two months will be granted to permanent employees. This leave will be without pay and, upon return, will normally be without change in work status.
Maternity cases are permitted to work as long as their health permits and with the permission of their physician. All maternity leaves expire after two months.
Every effort will be made to place the employee in her former or equivalent position depending on availability of such a position.
PERSONNEL LEAVING
Occasionally a staff member finds it necessary to leave our organization either temporarily or permanently.
The proper channel of communication regarding a leave is to give the required notice to the Personnel Director or Executive Director or both.
Because of the negative effect leaves have on the growth of the practice, any staff member (especially associate doctors) leaving the practice whether temporarily or permanently, are not to discuss this fact with patients or fellow staff.
Patients continue care with our practice because they are achieving results and because they like us. Should a patient discover that one of his favorite staff members is leaving, it could cause him/her to become dismayed and perhaps stop treatment with us altogether. At the very least, it reflects instability to the people who have placed their trust and confidence in us.
BAD WEATHER
If we are forced to close early due to bad weather, all employees who reported to work will be paid for their hours worked. Those who did not come in that day will not be paid.
If the office is closed prior to the start of the workday, no pay is given. The employee who lives closest to the office will go in for the purpose of rescheduling patients. The Executive Director will coordinate this action.