Hi, this is Dr. Noel Lloyd for Five Star Management.
In this short video I’m going to give you a tool that’ll double your productivity. Number one. Number two, cut your stress in half so you enjoy what you love doing even more and double your fun factor.
Right now we are prepping for our High Volume, Low Stress training that goes on here in June and so I’m blogging on issues of High Volume and Low Stress; how to help more people, how to have more fun, and how to be more successful.
So here’s the set up. This day has been a total mess. A series of rotten and unpleasant surprises. Your staff and you are barely on the same planet, let alone on the same page. And it’s just been like running through concrete. The numbers are terrible you can hardly wait to get out of the office. Ever had a day like that?
Well, I’m going to tell you in this very next section here, a super tool that you can use immediately to fix that.
So, one of the tools that I use to make sure that first of all, everybody’s on the same page, secondly there are no surprises and third we function together like a wonderfully tuned team, is the morning huddle.
Now the term huddle brings to mind a football huddle. That’s when the quarterback gathers the team together and calls the play. Now instantly all the training that has gone on prior to the game is brought to mind for each team player and what will happen is that the quarterback call a particular play and everybody goes up to the line. I know my blocking assignment; I know where I’m going to run, I know where the ball carrier’s going to go or if it’s going to be a pass. And that’s what you need to for your practice.
So lets talk about a simple three-part formula for you doing an absolutely wonderful team huddle. Now, I like to get there early. Some fifteen minutes to thirty minutes prior to taking care of your first patient.
Gather your team around the scheduler, in the old days it was the appointment book, today it’s likely a computer screen, and I like to give authority to my front desk person who really is the quarterback for that particular day. Knowing what the reception area looks like, what the scheduler looks like, and understanding patients coming in. And being able to hear, or even see, where the doctors are taking care of patients and understand what’s happening in therapy and massage therapy.
So I’m going to give authority and responsibility to my front desk person. I ask that person to tell each doctor, each therapist, each staff person, what she needs from that person through that day. That gives her control, that gives her buy in, and I am a willing participant in that process.
Doctor, let me tell you, one of the things that you can do in this huddle is that you can agree to work with your front desk like a team member. So that person calls the plays, all the doctors agree. Now that takes all the surprises out of your day. Now, if halfway through the day something changes in the schedule, the front desk can let the doctors know, like a bunch of new patients, or we’ve got some cancellations here due to bad weather, something like that.
But number one, let your front desk person take everybody through the scheduler and tell them what she needs from them.
Number two. I like to recognize achievement. I’m going to call out different people in the team for accomplishments or achievements that they have done “Hey I saw the way that you handled that patient yesterday, I think it was just marvelous. I heard what you said, you were right on script, congratulations!”
Now other people on the staff can have the authority, and have the responsibility to call out other people for recognizing achievement too. “Hey, Dr. Lloyd I noticed that (and she might mention an associate) you know, really kept on time, kept focused through several new patients and several report of findings.” So we recognize achievement.
And the third thing that we will do, is we will have one of the staff people either read from our vision, read from our mission, or read an affirmation. So it’s an uplifting and inspirational piece that we add to our morning huddle.
Now, we’ve had patients come into the office and pull up a chair in reception while we’re actually doing the huddle. There isn’t anything that you should do in your huddle that your patients can’t hear.
I brought a patient back with me after they had witnessed about 3 or 4 minutes of our morning huddle and the patient said “Do you do that everyday?” And I said, “Yeah everyday that we practice, yeah we do everyday that we’re here.” He said, “Well I think that’s just marvelous.”
Now, I went in for a dental appointment the other day and I got there early. And I love my dentist and I love the whole staff, but you know people kind of straggled in, and some person finally showed up at the front desk and I was ushered into one of the booths and there was no coordination to the whole process.
So, this is one of the things that I want you to do with your morning huddle. Get there a little bit early, call people around, give the front desk person the authority to tell the team what she needs from them in the position at the front desk.
Number two, to recognize accomplishment. It’s a real nice thing to know that your boss or your coworkers are noticing the good work that you do.
And number three, have somebody read from you vision statement, your mission statement, or an affirmation.
It starts the day on a positive note. And then you can do a break from the huddle, you grab you patients, and you go start your day, you start just a little bit early and that will cut the surprises down, that will make sure that the training that you have been investing in is coordinated because the front desk told you where they needed the extra help and coordination, and you start off with inspiration.
So this is Dr. Noel Lloyd, with the morning huddle, and I hope that helps.