Give Your Practice a Health Check-Up: 8 Performance Metrics to Measure Your Practice’s Success
As practice owners, we don’t always have time to consider how to take our reputation to the next level. You may be feeling like your practice needs a shake-up, but it can be difficult to know where to start.
Does this sound like you?
Damien Adler, the co-founder of Zanda and psychology practice owner, developed this health check-up as a resource to help fellow practice owners get a handle on the major areas of their practice. It’s based on working with thousands of Zanda clients around the world, as well as Damien’s first-hand experience running a successful practice with his wife since 2007.
These 8 performance metrics will show you exactly how healthy your practice really is, and what you need to work on to make your practice a standout experience for clients.
Patient Experience
We all want the VIP treatment, whether going to a shop or visiting a healthcare professional- which is why there are 5 “must-dos” for an excellent patient experience:
- Streamline booking and payments systems, and consider Telehealth to take your practice to the next level.
- A personal touch is essential. If you haven’t seen your client in a while, give them a call, or send an SMS to check, including on their birthdays. In addition, take an interest in their families and anything they share with you.
- A clean, safe environment is a must, so be sure that your premises are regularly cleaned and tidied. You may also want to consider the use of essential oils, like eucalyptus and vanilla, to create a pleasantly smelling atmosphere. Finally, keep your building maintenance up-to-date and compliant.
- Clear communication is probably the most critical aspect of the patient experience. Admit your mistakes, remind clients about appointments, and provide patients with regular practice updates.
- Empathy and understanding can be rare in professional relationships, yet, are crucial for relationship building. While remaining professional, it’s always important, take an interest in their lives. Listen to their concerns and assist where you can. Consider being fair with your cancellation policy to show your empathy.
Visiting a healthcare professional can be a vulnerable and often intimidating experience for many, so make sure that your clients feel safe and comfortable.
How Does Your Practice Rate?
Completing the Patient Experience portion of our quiz will provide a benchmark for your practice in each of the following areas:
- Patient Satisfaction
- Approach to Patient Outcomes
- Repeat Bookings
- Personal, Memorable Experience
- Patient Connection with Your Team
- Patient Referrals and Word of Mouth
Profile & Reputation
Have you considered your SEO? Is your corporate identity on point?
Social media, brand imaging, and digital marketing are becoming the most crucial aspects of standing out. Even if you have a practice with world-class facilities and staff, you won’t get anywhere if nobody knows you exist.
Regarding your corporate identity, be sure to have an eye-catching logo, uniform fonts, a stand-out website, and social media pages. Think about hiring a marketing expert to help with your corporate identity and online presence.
How Does Your Practice Rate?
Completing the Profile & Reputation portion of our quiz will provide a benchmark for your practice in each of the following areas:
- Brand Image
- Website
- Online Search
- Online Communications
- Reputation
- Client Communication
People Management
It’s true when they say that happy workers are productive workers. How you treat your staff can determine the difference between an average and great practice.
Consider implementing methods to keep your staff happy and motivated, this might mean using mistakes as teaching opportunities, rather than belittling and demeaning your staff. Or it could be being vocal about your appreciation if a staff member improves in a specific area, has a great idea, or impacts the business positively.
How Does Your Practice Rate?
Completing the People Management portion of our quiz will provide a benchmark for your practice in each of the following areas:
- Team Culture
- Roles and Responsibilities
- Meetings and Reviews
- Monitoring Progress
- Team Building
- Professional Network
Profitability
There’s no point in running a business if it’s not profitable with a good long-term outlook. While initial overheads can take a long time to recoup, your business should be in a position to keep afloat after 2 to 3 years.
Are you struggling due to Covid-19? Don’t fret; this global crisis has devastated a myriad of industries across the world. If you have managed to keep going, you should see this as a success.
How Does Your Practice Rate?
Completing the Profitability portion of our quiz will provide a benchmark for your practice in each of the following areas:
- Profitability
- Cash Reserves
- Financial Position
- Taxes
- Invoicing
- Pricing
Processes & Planning
You need to be as organised as possible to save a lot of time, money, and effort when it comes to tax season. In addition, having transparent processes and planning means that you can easily teach your staff how your practice runs (verbally and with training manuals).
Pro tips:
- Keep all your slips in a file, pasted to A4 sheets of paper (and use glue as tape removes the ink.)
- If you can, hire a full-time bookkeeper or accountant, if not get someone part-time to help.
- Have a clear booking system that is easily understood by your staff and patients.
How Does Your Practice Rate?
Completing the Processes & Planning portion of our quiz will provide a benchmark for your practice in each of the following areas:
- Business Plan
- Practice Management
- Treatment Notes
- Practice Operations Manual (Policies and Procedures)
- KPIs
- Performance
Progressive Systems
Telehealth is becoming the perfect solution in a post-Covid world and it’s vital to ensure that all your systems are up-to-date. Clients will often have additional trust in practices that use the latest technology in bookings, finances, and equipment – this being a sign of practice success and popularity.
How Does Your Practice Rate?
Completing the Progressive Systems portion of our quiz will provide a benchmark for your practice in each of the following areas:
- Online Booking
- Automatic Reminders
- Telehealth
- Waiting List
- Client Records
- Invoicing and Payment Collection
Physical Environment
Make your space beautiful.
A warm space is vital so, even if you do not have a massive decorating budget, find ways to make your practice inviting and comfortable. Perhaps consider thrifting some pieces for your waiting room.
How Does Your Practice Rate?
Completing the Physical Environment portion of our quiz will provide a benchmark for your practice in each of the following areas:
- Offices
- Equipment
- Signage
- Reception and Waiting Areas
- Treatment Rooms
- Cleaning and Maintenance
Personal Priorities
They say that you need to think big to be big. The way you feel about your practice will massively impact your success and if you have confidence and pride in your business, people will have confidence in you.
Don’t get stuck in the daily routine of seeing clients without taking a step back to look at the bigger picture. Spend as much time as possible focusing on marketing, upkeep, PR, and staff training and know that your hard work WILL pay off.
How Does Your Practice Rate?
Completing the Personal Priorities portion of our quiz will provide a benchmark for your practice in each of the following areas:
- Vision for Your Practice
- Values
- Working On the Business
- Personal Time
- Time Off
- Excitement About Your Work
Take the Test
Now is your opportunity to take stock of where you are, benefit from lessons learned, and set up your practice for a stronger future.
So, what does it take to be a practitioner today and build a strong and healthy practice? People, process, profit, and progress are only four of the 8 PERFORMANCE METRICS YOU SHOULD ASSESS to see what’s working well and what might need some attention in the management of your practice.
See how your practice measures up!