Answer the phone after one or two rings. The longer surgical patients have to wait for you to pick up the phone, the more they will doubt your commitment to providing quality care and service. Assume …

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Attitude matters. Staff attitude is often the fundamental element that determines how patients perceive the practice. An upbeat, energized team will have a far more positive effect on patients. There …

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Evaluate new products carefully. The surgical specialist and appropriate team members should be involved in judging whether new products will benefit the practice and its patients. Determine if a …

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Monitor marketing results regularly. Your surgical practice needs to know how effective its marketing efforts are. At least once a month, tabulate and compare the following with targets the practice …

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Advice for the Surgical Specialist – Have a sense of humor. No matter how well-run, all practices have their share of tough days. Things go wrong. Team members call in sick. Procedures take longer …

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Dress professionally. It’s important that patients believe that your practice meets the highest professional standards, and the right wardrobe will help create that impression. By maintaining a …

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Be as specific as possible when speaking with patients. Avoid statements, like “Come in around 2:00.” In patients’ minds, this means that you have given them permission to show up sometime before or …

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Advice for the Marketing Coordinator – Keep marketing efforts consistent. The most effective marketing programs for surgical practices are consistent throughout the year and from one year to the next. …

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Don’t let morning meetings turn into something else. Daily Business Meetings™ set the tone for the day. Unless well-structured, they can turn into a 10-minute discussion of what was on TV last night. …

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Advice for the Surgical Specialist – Surprise your team. When was the last time you sent your staff flowers for a particularly challenging or successful day? Have you taken them out to dinner lately? …

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Review your surgical practice’s insurance participation. With the insurance picture in a constant state of flux, it makes sense for you to periodically look at how it’s affecting your practice and …

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Calculate the return on investment (ROI) for marketing activities. As with all business expenses, your marketing budget should be judged on the results it achieves. Set specific performance targets …

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