AIR TRAFFIC CONTROL

Do you have too many people trying to manage your patient’s appointments?

Are your clients getting double up messages or worse still, contradictory messages?

Is your reception getting angry with always being undermined by the rest of your team?

If you’ve answered YES, then it’s time to action operation, “AIR TRAFFIC CONTROL”!

Your reception should be the hub of your practice, the engine room. It’s the first and last port of call for all your clients.

Your reception should know just about everything that’s going on with the exception of course, of the confidential patient-doctor stuff. They should be aware of schedules, product recommendations, who’s in the practice and who’s left.

At the least, this is an OH&S consideration.

Your reception is air traffic control and so the job of coordinating every client who comes to your practice is ultimately in their hands.

This means managing the appointment book, transactions, missed and re-schedules etc.

Your practitioner team must place their trust in reception as they do them. This means resisting making promises they can’t keep to their patients in the room, particularly if this is contrary to your practice procedures. The practitioner needs to recommend schedules then leave it reception to manage.

Your clients should be crystal clear of your practice message in order that they feel a vote of confidence in the practice as a whole.

If this is not happening in your practice then it’s time for a team meeting. Time to re-empower AIR TRAFFIC CONTROL.

About the Author:

Dr. Andrew Arnold (Chiropractor) is the ‘Practice Leverage Expert’; Founder of the Practice Leverage Revolution and Million Dollar Wellness Practice and Principal Chiropractor and owner, Cranbourne Family Chiropractic and Wellness Centre.

Andrew is married to Dr. Linda Wilson, the Stress Specialist and has two children, Isaac and Bella. He lives in Melbourne, Australia.

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