Let's face it – we all make wishes, and more to the point, we all hope our wishes come true. But where is a star or an Aladdin's lamp when you need one? Since the definition of a wish is the desire or hope that something could happen, how many of us are willing to do what it takes to separate hope from reality? 

It would be interesting if a genie suddenly appeared and allowed us to grant three wishes. By each of us, I mean doctors, staff, and patients. Endless wealth aside, what would you wish for?

If you're planning the "wish for more wishes" strategy, you are straightaway in defiance of the genie's wish-granting rules that clearly state: "Three wishes, to be exact. And ixnay on the wishing for more wishes. That's it. Three. Uno, dos, tres. No substitutions, exchanges, or refunds." In other words, DENIED!

No, these perceived wishes could only be granted under one condition – that they help to improve said relationships at work. And, if they also prove profitable thanks to a deeper understanding of one another, so much the better.

Of course, I am still determining what each group would wish for, but I imagine it would be something along these lines. 

Doctors: 

#1 – Increased practice efficiency and productivity.

#2 – Less disruptive staff turnover. 

#3 – More patient compliance with medical care.

Staff:

#1 – Better management and appreciation.

#2 – Doctors who are more mindful of the schedule. 

#3 – Patients who follow office policies.

Patients:

#1 – More value and respect for MY time.

#2 – More quality time with the doctor; feeling less rushed through my visit.

#3 – Better communication between doctor and patient.

While I'm not a Genie, the above "wishes" are all granted (well, achievable) merely by making simple changes and implementing fundamental practice management strategies. It is also well noted that the wants and desires of each group tend to overlap. Therefore, one can effectively tackle two or more 'wishes' with just one swipe of the genie lamp. BONUS!

Doctors, since you know that "it all starts at the top," there are certain things you can start on today that will make you the hero who turns many of these wishes into reality! So let's begin with the call for better management.

Management. Do you know where you fall on the management scale as an employer? If you recognize that your management skills could help, why not give staff an anonymous management survey? Get into their heads and learn where you potentially need to catch up. Then be open to making some changes. Any effort (small or large) does not go unnoticed and will be appreciated. 

Appreciation. Try not to let a day go by where you don't offer a simple and genuine "thank you." It's not complicated; sometimes, that's all it takes to build a more gratifying work culture. What's more, it just might be the thing that prevents staff from leaving. Feeling more satisfied and appreciated daily often leads to increased productivity. Worth a try! 

Patient waits. Long wait times can make patients feel disrespected and their time undervalued. Remember to consider the role that you can play in keeping an on-time schedule. Stick to appointment times, observe how and when backups occur, limit excessive chit-chat, and #1 - arrive and start on time. Briefly review each day's schedule with your staff and implement effective protocols and policies to improve poor scheduling habits. Please don't dismiss their insight – they are on the front lines; hear the patient's gripes and know things you don't know! 

Some areas that may need new focus; late arriving patients, appointment reminder notifications, realistic treatment-time alignments, overbooking, no-shows, and interruptions. Monitor progress made and modify as required. Do nothing, and guess what? You will accomplish that - nothing.

Patient communication. Patients don't expect more time than necessary, but they expect adequate QUALITY time with their doctors. This includes better communication, time for questions/answers, active LISTENING, and understanding of their concerns. In addition, they want empathy and compassion for their pain and clear, doable orders they can follow. Delivering a higher, more influential level of communication will also positively affect compliance—better outcome – better for everyone. 

Staff communication. To improve staff communication – hello, communicate! Converse with them, learn about them, and try to meet their employment needs. Treat them fairly. Schedule routine team meetings and listen to their ideas/concerns. Perform on-the-spot and annual performance reviews that support their career advancement. Have an open-door policy that inspires back-and-forth dialogue, not just your monologue. Don't ignore their grumbles. The respect you give them will come back tenfold.

Office efficiency. Efficiency-minded practices start by having consistent Standard Operating Procedures in place. Simple, whole systems can turn a chaotic practice into one that runs on autopilot. Also, prioritize structured, educational training programs (telling is not teaching) so staff can confidently and effectively participate in hands-on patient care. Incorporate one-on-one demonstrations, scripting aids, conferences, mentorships, webinars, etc. Make it your goal to develop STAR employees, not mediocre ones. Share with staff the big picture (your practice mission), and set goals to help achieve practice efficiency and success that benefits the entire team. Then watch what happens.

And there you have it. Quoting Antoine de Saint-Exupéry, from his book Le Petit Prince - The Little Prince, "A goal without a plan is just a wish." Without actionable steps, your dream/wish is a wish. Don't stop. Pursue your dream. Dream it, create a goal, develop a plan, and implement that plan. Your wish will come true.