Your True Key to Success!

In every aspect of my business, every client I speak to, every book I write, every time I take to the lectern, there is one over-arching theme.  This theme encompasses communication, accountability, processes, protocols, and the all-important power of systems. This theme is the true key to success.

This theme is…training…training…TRAINING! Never stop TRAINING! 

The biggest mistake owners/managers can make is to hire a new employee and pop them into a single, week-long (I’ve seen even shorter!) training session and then throw the new hire to the proverbial wolves. Then there is the wide-eyed wonder: What went wrong? Why is my turnover so high? Why are my systems falling out? On and on the questions come and the answer is right in front of you.  I would scream it from the roof tops…

“Training should be an ongoing exercise for EVERY SINGLE position in your practice.”

There are 4 key aspects to every task and protocol, and when you are training, your goal is to instill each one.

  • The What: The process
  • The How: The standard/policy
  • The Why: The objective
  • The Outcome: The statistic/metric by which success is measured

In the practical application of these 4 key aspects, let’s take a brief look at the vital skill of multi-scheduling.

What is multi-scheduling?

                Restorative Care – scheduled according to the treatment plan frequency.

                Maintenance – scheduled for a monthly visit

                Management – scheduled for a follow-up visit

How do you schedule properly?

                The patient should NEVER leave the practice without a future scheduled appointment.

Why does multi-scheduling benefit the patient and the practice?

Increases patient visits – Improves practice efficiency and flow – Puts the practice in charge of the schedule

Outcome – Increased volume and retention!


It can seem a bit overwhelming to consistently train staff, and it can be tempting to take experience/time for granted. But, even the most seasoned employee benefits from regular training.  The best way to ensure that training becomes integrated into the regular activities of your practice is during weekly staff meetings.  I am a staunch advocate of well-planned and scheduled mandatory weekly staff meetings.  When done correctly, they are an invaluable tool for communication, team building and education in your practice. 


Following an agenda keeps staff meetings on task and I suggest the following outline on which to build this agenda:

  1. Review Statistics
  2. Patient Feedback & Survey Review
  3. Marketing
  4. Training – Most of the time in the meeting should be spent here. Training is the most important aspect of the meeting, and it is too often overlooked. The training session needs to be planned, and everyone needs to be cross-trained in all aspects of the practice. It doesn’t matter if your entire staff has been with you for years, training is constant and ongoing. Everyone benefits from refreshed knowledge. The healthcare field is constantly growing and evolving, your training sessions should be as well.
  5. Goals & Positive Motivation


As you can see in the agenda outline, training as incorporated in your weekly mandatory staff meeting, becomes an integral part of the culture of your practice. Training isn’t secondary.  When training is your culture, it is primary and the thirst for growth and betterment is pervasive.