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EW FEATURE 54 Preparing for changes in ophthalmology • December 2017 AT A GLANCE • When hiring staff, intrapersonal and patient care skills are particularly important, especially because of increased emphasis on the total patient experience. • Important areas of focus in the practice may include employee training, improving the patient experience and collaboration of care among employees in the practice, and changes in reimbursement. • When deciding to incorporate new technology, it's important to consider the costs, benefits, and how it would fit into the practice, among other things. by Ellen Stodola EyeWorld Senior Staff Writer Pearls for managing a practice of who to hire in a practice, Ms. Brown thinks it is best for a concen- trated team to lead the process and make a final decision. Candidates should have time with existing staff, and they should have time for in-practice observation. Ms. Cook said that in her experience, it's typically the board of shareholders making the final decision with input from senior leadership on who to hire. In a larg- er practice, human resources may be involved, as well as a CEO or COO. Dr. Weinstock said that there has been a big push toward not just great outcomes and great medical care but also patient satisfaction and the patient experience. "When hir- ing staff, we're trying to make good decisions on the front end," he said. The better decision we can make up front, the better investment it will be down the road, he added. "We want to pick someone who is going to have a value add in terms of per- sonality, customer experience, and customer service attributes." Dr. Weinstock said his practice relies on a management team when making hiring decisions, but the philosophy comes from above on hiring people who are outgoing, with a great personality, and who are natural caregivers. He added that his practice is growing and currently has around 20 eyecare providers and a support- ing staff of about 250 people. Experts discuss factors like hiring staff, new areas of focus, and new technology I n the constantly changing oph- thalmic sphere, practices have to deal with a variety of issues on a day-to-day basis to make sure the practice is running in the best way for physicians, staff, and patients. Laurie Brown, MBA, senior consultant, BSM Consulting, Tucson, Arizona; C. Jolynn Cook, RN, senior consultant, BSM Consult- ing, Worthville, Pennsylvania; Rob- ert Weinstock, MD, Eye Institute of West Florida, Largo, Florida; and Candy Simerson, FASOA, iCan- dy Consulting, Marana, Arizona, discussed hiring staff and doctors in a practice, goals and new areas of focus, and incorporating new tech- nologies into a practice. Key hiring factors and who makes decisions When hiring new staff, one of the main things Ms. Simerson looks for is that the person seems to have adaptability and flexibility. "The ability to adapt to change is key," she said, adding that a positive per- sonality and a positive outlook on the future are also important. The person has to be willing to contin- ue to invest time in professional development and not be afraid to go beyond what he or she knows. Ms. Simerson said it would depend on the practice as to who makes the hiring decisions. In a large practice, the human resourc- es director and a manager for the particular team hiring the employee may make the decision. In a small- er practice, the physician owner may be involved. Additionally, it could depend on the position, Ms. Simerson said. If it's someone who works closely with doctors, they might want to be involved. One of the most important things to look for is excellent clinical skills, Ms. Brown said. This includes both surgical skills and patient care skills. It also has to be a good cultural fit. Additionally, she said that practices are looking for physicians who are continuous learners and process improvers. Ms. Cook agreed that it has to be a good cultural fit for both the physician and the practice, and she said it's sometimes hard to tell at the interview how the person will fit into the practice. The physician has to be adaptable because the practice is constantly evolving and changing with new technology, regulations, and more. Employees have to demonstrate a background of commitment to the delivery of quality patient care, Ms. Cook said, adding that she thinks it is important for the physician to have a good sense of humor. When it comes to the decision Monthly Pulse Preparing for vast changes in ophthalmology EyeWorld Monthly Pulse is a reader survey on trends and patterns for the practicing ophthalmologist. Each month we send an online survey covering different topics so readers can see how they compare to our survey. If you would like to join the physicians who take a minute a month to share their views, please send us an email and we will add your name. Email carly@eyeworld.org and put "EW Pulse" in the subject line. Where do you perform ophthalmic procedures? A hospital-owned inpatient operating room A hospital-owned outpatient surgicenter A corporate-owned ASC A privately owned ASC In my practice I find electronic medical records to be: A pain in the neck Tolerable but not very helpful A useful technology for documenting patient encounters Very helpful for improving the patient experience and improving surgical outcomes

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