Case Study - Specialty Medical Practice
Issues:
Client has a great reputation for quality patient care and expertise in his field. While the practice showed consistent growth, employee turnover and administrative issues were consuming too much time and hindering long-term opportunities.
Our Goal:
Improve efficiency and reduce employee turnover to increase revenue and profits without sacrificing quality patient care.
Actions Taken:
- Analyzed and modified systems, including patient intake and care, billing and office administration procedures to facilitate training and delegation to staff.
- Revised position descriptions with clearly defined roles, skills, and associated measures for success
- Developed and implemented a recruiting and hiring system to attract and bring in quality people
- Communicated business goals to the team and developed a performance bonus program for all employees - to get them engaged and focused on continuous improvements.
- Implemented an employee appraisal system that supports employee personal and professional development.
- Replaced poor performers with individuals who are committed to patients, the business and each other.
Results Achieved:
Within 12 months, the average number of patients visits increased 22% without expanding the hours or sacrificing quality care. The employee turnover is no longer a problem and the staff continues to take on and manage more day-to-day responsibilities, leaving the doctor to focus on patients and other growth opportunities.
