Our Staff, by Dr. Ogi Ressel

Sunday, February 8th 2009

Warm hellos to all,

If you have been trying to reach me at the end of last week, I apologize -
I was in Detroit teaching Module II. Almost all the docs attending had
significant wins already - and it has only been six weeks since Module I.

One DC has even doubled the percentage of children he sees already - awesome! 

While lecturing I had a flash - so let's touch on a topic which is crucial to all of us:
Let's talk about our staff - our CAs - those wonderful people who make all that
Chiropractic magic seem possible.

I'd like you to take a moment (right now would be good) and look your staff
in the eye and thank them for two things:
A.  Being there for you through thick and thin
B.  Putting up with you and all your quirks and idiosyncrasies! Not me, you say. Right!

There are some things which you should be aware of.

I am emphatic when I state that your CAs can make or break your practice!
But you already know that.
Your CA is an extension of you and your office - which means that she
should be dressed in an appropriate manner, for instance. Here is a good
rule of thumb: If you look in the mirror and ever wonder if you should wear
what you have on - don't! Clothes make one feel different - different clothes
change one's moods. What would you like your staff to project?
Good question!

Your CA should carry herself/himself with authority, professionalism, poise,
grace, warmth, efficiency, and interact with your patients in a business-like manner,
all the while maintaining that warm, congenial, and healing atmosphere of your
office. ...Yes, I agree - a super person!

She should be on purpose and share your passion for what you do.

Unfortunately, there are CAs that I speak with that just don't measure up - and
when a patient speaks to these people, they obtain a direct impression of the
doctor himself/herself - and it is less than good!

In all fairness to our staff, a CA is often only as good as the training she received
from the doctor - often the blind leading the blind comes to mind!

So...if your staff is not performing they way you'd like them to, ask yourself
if they have been trained adequately by you - before you criticize.

You should provide your staff with an office policy which delineates their
do's and don'ts - a policy which clearly states your position. Your policy should
be signed by your staff, indicating their agreement and acceptance of your
policies - and these policies should handle; behaviour, dating patients, socializing
with patients outside the office, lateness and absenteism, health pay, bonuses,
evaluations, training, seminar attendance, outside events, weekend events,
trips, manner of dress, as well as your policy on their care, just to name a few.

There should be no room for ambiquity and/or misunderstanding.
It is a business agreement.

So....How do doctors choose their staff? I wonder that also.

There are some doctors who choose their staff based primarily on their
looks - the blond bomb-no brains type. Other doctors hire Miss Efficiency
who is amazing at working the keyboard but can't relate to the five-year
old who just stuck his sucker onto her arm. Still others hire Helga who rules
the collection aspect of the practice with a iron fist and thinks that a smile
is for sissies - these are the ones that the doctor must salute first thing in
the morning! ...and there are those doctors who hire staff with the hope
that somehow these CAs will rescue them.
....and a large portion of doctors are not really thrilled with their staff - their
CAs are only Ok - nothing exceptional.
What a shame.

Sometimes I have to agree with you - there are staff that doctors hire who
simply are not suitable for the task at hand - so why hire these people?

Please choose wisely - you are choosing a partnership. If you'd like some help,
please call me - I or Lindawill be happy to help you.

There is one thing I am absolutely adamant about - and I am suggesting
that this should be you baseline criteria.
Your staff should be under regular care by you and should have their children
adjusted in your office. Period.
No exceptions! No whining. No winghing. No excuses on this one!

A staff member who states that she is "not comfortable" getting adjusted, or
does not keep her own scheduled appointments, has no place in your office!
She is off purpose and does not belong - no matter how wonderful you think
she is. Such an individual cannot relate to and uphold your patient's schedules
of care and will sabotage your practice. This is akin to dental hygenist having
rotting teeth! So...if your staff ever state that this is their position on care at
your office, that should also be their last day in your employ. End of story.
A little hard, but realistic.

The last issue I want to mention is that your staff are employees
(many doctors often forget this point.).
It is a job for them - and it ends at 6:00 pm. (or whatever).

I mention this as there is a tendency that we have, where we expect the unreasonable
from our staff. Stay late, finish this, help me at the Mall this weekend and next,
 and next, and next, plan for this event, ....the list goes on - and you pay them minimum
wage just for the thrill of working with you! Get real! We often forget that these
wonderful people also have a life - even if you don't!

I hope that my ruminations have hit home and made you reflect on what you
have been doing ( or not)

Warmest wishes to all,
Dr. Ogi Ressel