Working in a Multi-Generational Office

Working in a multi-generation office can be quite a challenge as each generation deals with the other.  Understanding about each generation really helps in being able to see the strengths of each one and how we are alike and different.  Judy Capko the auther of “Secrets of the best run practices” deals with this issue in a short 15 minute podcast that you can download and listen to on the way to work.  She gives a great overview of the three most common generations that are working together today, the Baby Boomers, Generation X and Generation Y.  I know from experience working in a three generational staff office that getting good information on how each generation can view things has been very helpful in being able to get along much better.  The more we know about each other the better we can work together.

Dealing_with_a_Multi-Generational_Staff

What Do Your Customer’s Experience Say?

 Being in a service oriented business I am always looking for ways to improve the quality of service to our customers, which in my case happens to be patients. Today I went to a meeting in which I had the chance to listen to an excellent physician speaker who happens to work for Palmetto GBA (Medicare). It was interesting to hear things from the other side, as we are healthcare providers and they are third-party payers who pay physicians for their services to their beneficiaries. During his lecture he talked about the need to listen to the voice of our customers (VOC) to be able to improve the quality of our service. He told a story of a hospital E.R. (Emergency Room) that was losing patients to a hospital that was 20 minutes further away in a different town. When the hospital begin researching as to why this was happening they found that patients would rather drive further in order to get better service. When it came down to it at the other hospital the patients were able to see a doctor sooner, their families were kept informed of their condition and they were treated with respect. These do not seem like hard qualities for a hospital to have, but apparently they were at this particular hospital. The hospital decided that they needed to take a good look at how their E.R. was running and found that out of the first 47 minutes that patients were there (just in the waiting room) only 7 of those minutes had any value, the rest were taken by inefficient systems. They found out this information by mapping the patient E.R. experience, seeing how long it was actually taking to cycle patients in and out of the E.R. and then looking for the ways they could improve. They were able to improve the quality of service (cutting waiting time down) and ultimately the care they gave to the patients and became a viable E.R. to their community.

This really made me think about our practice and how we need to put on our stethoscope and take a good listen to the heart of our business, which is the VOC (voice of our customers), to make sure we are keeping up with their needs because without them we have no pulse.

Take time to map your customers experience with your business to see if there is something you can do to improve the quality and service you give them.

“Quality in a service or product is not what you put into it. It is what the client or customer gets out of it. ~Peter Drucker

Strategic Planning Podcast on Podbean

New podcasts posted today on our Podbean site. You can also find us at the itunes store.   Every business can improve from some strategical planning for better efficiency.  Take a listen and leave us a comment.

Thank you,

PPM

 http://ppm4u.podbean.com/

General podcast:Practical Practice Management

Practical Practice Management now has 8 podcast on PodBean adding new ones each week.  Follow the link below where you can download them all and subscribe to receive new podcast as they come out each week. 
General podcast:Practical Practice Management.

Announcing our Podcast Channel…Come Listen!

You have read what we have to share in writting, now you can listen to us discuss our relevant office topics on our new PodBean Podcast channel. Today’s topic:  Disruptive co-workers can get on your nerves like fingernails on a chalkboard. Not only can they drive you crazy but they can cause your productivity to go down on the job and make you look bad. Take off the boxing gloves and put on your earphones and listen to; Creative ideas on how to handle disruptive coworkers and make your work day a better one.  Please leave your comments we appreciate all input to our posts.

Thank you

Staff of gotoppm.com

    http://ppm4u.podbean.com/2010/12/01/dealing-with-disruptive-co-workers/

Reducing Practice Exposure When A Post Adverse Event Occurs

In this 20-minute podcast, hear Jim Saxton, from the law firm of Stevens and Lee discuss why post adverse event is such an important issue for physicians, the advantages (and potential drawbacks) of physicians saying, ” I’m sorry,” and the importance of coming up with a plan and policy for the practice on handling adverse events.  He also discusses why this is an issue not only for physicians but for everyone on the team in a medical practice

Post_Adverse_Event_Reducing_the_Exposure_for_Your_Medical_Practice

Customer Satisfaction vs Retention

Whether you have a store front or a medical practice with a front office, customer/patient retention is the key to your success.  Lisa Ford the author of “How to Give Exceptional Customer Service” has multiple tips for retaining your customers/patients.  If you do not have time to read her take the time to listen to this 45 minute podcast, there is so much information in it.   Download it and take it to the gym with you, it is a must listen to if you want to keep your office/business in tip-top condition for keeping your patients/customers satisfied and coming back for more.

Lisa Ford Interview

The Role of the Office Manager

Turn on your speakers as this is a great interview with Richard Blanchette, Executive Director, PAHCOM (Professional Association for Health Care Office Management). Mr. Blanchette describes the day-to-day responsibilities of the office manager, the mission of PAHCOM in its support of physicians and medical practices, guidelines for physicians on hiring a qualified office manager, physician “partnering” with the office manager and the future of the profession of medical office management. 

http://www.soundpractice.net/article.cfm?id=291

Making a Good Lasting Impression

  This podcast from Podcast Alley by Todd Smith is short but to the point.  It is not only our first impressions that we want to make good when being hired, but our last ones need to be even better.  No matter where you go to apply for future employment they will want to know about your past employment history.  Don’t you want to be proud of the job you did and not hesitate to give information of who they can get references from?  Take a listen, I am sure you will agree.                                                         

impressions

What Will Be Your Legacy?

                                                        Have you ever thought about what type of legacy you are making for those to remember when you are gone?  Thinking about what will be said or remembered about    you will certainly make you stop and ponder……   Todd Smith from “Little Things Matter”  has some good points to think about when it comes to the realization that no matter what you are making your legacy.

Legacy