December 9, 2020
Live Q&A. What should the team and I wear in the clinic?
In today’s episode we discuss why you should and how your could set up regular team meetings and 1:2:1’s in your clinic
We share the benefits of having these and share some ideas on how you can implement them even if you and your team work different shifts
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Or check out the transcript below
Kate Markland: Good afternoon and welcome to your lunchtime live team huddle with myself, Kate Markland and Celia Champion. Hope you’re enjoying these five minute chats to help give you some helpful hints and tips to improve the running of your practice and keep you sane during the second lockdown as well. So today is Tuesday and Tuesday means that we’re going to do a mini training and the theme this week is on leadership. Something that’s absolutely critical for all of us to get to through the uncertainty that we’re seeing in the world at the moment. So we thought today we’d focus particularly on communication with our teams within one-to-one and how critical that is to the performance and unity of a small community, which is your team. So Celia, this topic was inspired by you. What do you believe is critical, with regards to the components of team meetings and team one-to-one
Celia Champion: So, I mean, firstly, I think one’s going to recognize that often a clinic owner is not in practice at the same time as their team and their associates. So often the kind of set it up is maybe the clinic owner will work alongside some of their team members, but they might not work on the same shift patterns as everybody. So I think firstly, it’s really, really important to schedule those regular one to ones and try and make sure that you schedule them and don’t push them out and push them out when you kind of think, Oh, I’ve got to just have another patient in a fit another patient in because your communication with your team is absolutely key. And you know what we don’t want is you bringing people on board and being ships in the night and you never talking to each other and then kind of three to six months down the line, either your employee or your associate feels disgruntled and doesn’t feel loved and looked after and they go and find somewhere else, or you’re not happy with their performance, but actually the only reason you’re not happy with your performance is , well, there are four different reasons why it could be…. .
1. They don’t know what’s expected of them. So you haven’t sat down and really been clear about what the expectations are.
2. They don’t know that they’re not meeting expectations. So you might have set out the expectations, but you haven’t actually said to them, look, you’re not actually hitting the mark. Your capacity is only at 50%
and we really want it to be at 75%, but you have never told them that. And they don’t really know.
3. Is they can’t meet expectations. So you need to then identify that , what training your team members need to be able to meet those expectations.
And 4. Is unfortunately there will be some of these instances where they just won’t meet expectations. And at that point, when you know that they’re not going to meet your expectations, they’re not going to, align to your values and how you want the patient journey and team experience to be, you need to invite them to go and express their talents elsewhere, but you need to be having those meetings and the communications for each of those stages. So setting expectations, making, letting them know that they’re meeting them or they’re not helping them with the training or finding someone that is better suited for your organization.
Kate Markland: And that can also be resolved with really good recruitment in the beginning. So you’ve been really clear about what it is that you’re looking for when you are interviewing and allowing the candidate to interview you. And then also having a thorough rigorous process in induction process is probably going to last between three and six months. It’s going to take time for you to really learn, to operate together as a team. And I think one of the things that’s critical to enable the consistency has to be just putting a team meeting in the diary. So whether that’s five minutes every single day, or whether that’s half an hour once a week, it doesn’t, well, it does
matter. But the most important thing I think is to begin with just getting some consistency and some rhythm so that everybody knows when they’re going to see you and when they’re going to have a chance to communicate and ask any questions and then setting up those one-to-ones, which in the beginning, I believe very much should be once a week. So people have chance to ask the questions over time. They might shift to fortnightly, monthly or quarterly. You’ve got to make time for your team just in the same way that you make time for your clients. And the more you can get things in a rhythm , the smoother they are and the less confusion there is, and the more certainty and consistency you’re able to provide everybody.
Celia Champion: And, just thinking and what you’re saying about, you know , and the actual recruitment process. One of our sayings is hire slow and fire fast. So, you know, take your time to make sure that you get the right person and hire for attitude and train for skills. So, you know, it’s really, really important. And I know that it’s difficult in, in this climate to find, say, physios and osteos, and I know it’s hard, but it’s, it is much better to try and wait it out and get the right person on board. Than take someone on that doesn’t really have the right attitude because a few months down the line, you’re going to be kicking yourself.
Kate Markland: Yeah. Just causing lots of headaches. Any questions about this, or would like any help with further hints and tips with regard to leadership and implementing team meetings and one-to-one’s we ware very happy to answer for you. Tomorrow is Wednesday and tomorrow we talk all about wealth creation and I believe we set tomorrow’s topic being about getting your pricing . So take care and we’ll see you the same time tomorrow. Bye bye
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