Eyeworld

94 | EYEWORLD | DECEMBER 2022 P RACTICE MANAGEMENT Contact Emmott: femmott@medcgroup.com Rabourn: brabourn@medcgroup.com Ophthalmic practices are businesses that revolve around communication and human connection: phone calls, preop and postop visits, patient ed- ucation, reception check-ins, etc. If any of these are unpleasant experiences for a patient, expect a negative review online. A "bright-eyed and bushy-tailed" staff, coupled with clear, cohesive branding will be a vital first impression on the patient's journey. Focused, smiling staff is good for business. And that's without considering the savings in avoiding turnover. How can owners and administrators cultivate a positive work- place environment? A good starting point is to reflect on what employees have experienced these last few years: shifts in operations and systems, stress from the threat of COVID-19, mask mandates, and general disruption across the board. To foster a more positive workplace, welcome feed- back from staff, listen genuinely, and respond accordingly. Ask employees: • How can we improve? • What mistakes/problems are you seeing? • How can we make your job easier or more enjoyable? If a business wants to grow its profits, it should focus on its people. Vision into reality A common new year resolution is losing weight and improving physical fitness. What's great about these resolutions is progress can be easily tracked. For weight loss, progress is measured by stepping on a scale every day. For physical fitness, depending on the goal, weights get heavier, times get faster, and skills improve. Businesses that set clear goals with established performance metrics stand a better chance of success than those without. How else can a practice know if it is getting "fitter"? Resolutions for 2023 for medical practices may include improving online reviews, decreas- ing wait times, streamlining patient education, and improving site performance and security. Set clear goals, revisit them often, and track progress. Keep in mind that while it is OK to be ambitious when choosing resolutions, progress should be viewed more conservatively. If a resolution is to lose 15 pounds by the end of the year, it is unlikely and unreasonable (and likely unhealthy) to lose weight for 365 days straight. Focus on executing goals, and the results will take care of themselves. Utilize calendars to schedule the necessary meetings, reminders, and appointments that will support your resolution tactics—company retreat, events, conferences, symposia? Get those on the calendar. Invest in modern tech The problem solving, functionality, and ac- cessibility of digital solutions has exploded recently, and many businesses utilize them to their advantage. Not long ago, TSA PreCheck didn't exist; it was innovated because long lines and wasted time were priority concerns for the airlines. Now PreCheck is the norm, getting passengers in and out more efficiently. This is a win-win using modern technology. Automation solutions offer the power to streamline, simplify, and optimize operations, helping practices do more with less. But with an abundance of solutions, where can a practice start? Audit what software is currently being utilized; can it be updated? Has it gone up in price? Is there a better solution? Do we even need it? Next, analyze other areas of the busi- ness that may benefit from a new management application: reputation management (online reviews), customer relationship management (email and text communications), education management, website management. The con- dition of hardware such as laptops, tablets, and phones should also be considered when invest- ing in modern technologies. Finding the right mix of staff and technol- ogy is different for each practice and should be revisited often. Once the resolutions have been established, it's time for implementation. continued from page 92

• Blank Page
• Blank Page (1)