A busy, thriving practice is a direct reflection of your staff’s being on the same page with you in every facet of your clinic’s operation and treatment of patients.
But, how do you get every staff member to “be on the same page”? The answer lies in sharing your vision, establishing your mission, and stating your purpose.
• Sharing your vision. Close your eyes and visualize your perfect practice. What does it look like? Does it look different in five years or 10?
You may have a distinct picture of your perfect practice, but to make sure that your staff members “see” it in the same way as you do, get the input from your staff as you develop this vision. Find out what they consider to be “perfect.” They may be able to add elements to the vision you had not thought about. So, your vision may change and solidify, and at the same time, as you gather input, you garner your staff’s acceptance and buy-in.
Buy in to your vision is important, because the vision is what you work toward achieving. Everything you and your staff does is aimed at achieving the vision.
Once you have developed a vision, synthesize it to its key elements and write it down so that everyone knows it and can agree on it.
An example of a vision statement: “We have one ambition: To operate a clinic that provides the best service we can to our patients.”
• Establishing your mission. The mission tells how you will accomplish your vision. The vision is a future statement; the mission is “in the now.” Add the mission statement to the statement of your vision.
An example of a mission statement: “We achieve this by giving our patients educational tools and healthy results from the chiropractic care they receive in our office.”
• Purpose. Once you have a statement of vision and mission, indicate the purpose of the functions of the clinic.
An example of a purpose statement: “As we work toward achieving our mission, we have as our purpose to put into place systems and procedures that will enhance the patient experience in every way possible.
Then, carry the purpose statement down to the level of the individual job. Ask each staff member to write a purpose statement of his or her position as it relates to the vision and mission of the clinic.
How to use your statement
In essence, the vision and mission statements become the framework of your practice rules. Write them down, frame them, and post them throughout the office, including in your reception area and in your treatment rooms. Publish it in your practice brochures and on your Web site. Pronounce them to your patients as a pledge to them as well as to yourself.
Publicizing your mission in this way:
• Sends a clear message. Your patients and potential patients know what to expect from you and the rest of your team; and
• Reinforces the importance of the mission to your staff members. If any staff member starts to develop aberrant work habits that are inconsistent with the statement, the mission statement gives you leverage as a discipline tool
Refer to the statement frequently, but especially when problems arise, such as tardiness or unfinished projects, or when reminder calls to patients are left for later.
Expect everyone on your team to be able to recite the vision and mission of the practice and the purpose of their job function. Make this expectation part of their jobs and their ownership in their position.
The mission statement helps center your team, and that, in turn, helps them get things done efficiently and effectively. When the practice operates in an orderly manner, with “everyone singing from the same page,” everyone gains a higher level of self esteem.
Take the time to put your name and your motive on your practice, it will mean everything to you, your staff, and those that make your practice what it is — your patients.
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Dr. Timothy J. Gay is a twenty-plus year veteran of Chiropractic health and wellness. Dr. Gay is the founder of Ultimate Practice, as well as a national speaker, an author, and has numerous CD and video products for the chiropractic profession. A highly respected and nationally recognized speaker, he holds many seminars around the country on a variety of topics. Dr. Gay can be reached at 1(866) 797-8366, or timothygaydc@ultimatepractice.com For more information on Ultimate Practice, visit their website at www.ultimatepractice.com.
