Accountability in Your Office

Are your employees busy all day? But some of the things you want to get done are not getting done? Nobody seems to notice when there is a problem such as voids in the schedule, patients leaving without accepting treatment, operatory drawers not stocked, etc. until it is too late. Whenever you come across these difficult situations, you have choices. Do nothing or do something.

Webster’s Dictionary defines “accountability” as “the quality or state of being accountable; an obligation or willingness to accept responsibility for one’s actions.” Accountability is a willingness to accept responsibility for our own actions. Notice the root word account in accountability. This implies numbers and numerical tracking, but it is also synonymous with integrity and responsibility.

Accountability starts with the doctor. Establish the level of professional accountability that you want your team to be held to and act. If the team is not utilizing the technologies you want, such as salivary diagnostics, have the conversation, seek the proper training, and start recommending the services in the presence of your team. In my book, Start Here – Path to a Profitable Dental Practice, I will provide insight on how to act and lead your team to greater accountability. Your current practice results are entirely tied to your practice structure; your leadership, delegation, and communication skills are required.

Hire wisely, train, cross train and have systems in place. Use job descriptions, written protocols, regular feedback sessions, setting attainable written goals together with team members, and utilize positive reinforcement. By tracking statistics on desired goals, employees have concrete goals to strive toward. When they are involved with setting up the baseline numbers there is buy in. If the team member isn’t performing, then train them up!

 How to make accountability a core part of your culture and a core value of your team

  • Lead by example and hold yourself accountable
  • Work on your feedback skills.
  • Recognize that procrastinating feedback only makes things worse.
  • Make accountability a habit.
  • Keep track of your commitments and hold each other

Jeanette Kern is also featured in the Protocol Directory. Click Here to learn more.

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Jeanette Kern DDS
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