"Consistency isn’t accidental—it’s built through accountability and intentional processes." 💪

Healthcare leaders often juggle patient care, administrative duties, and team management. It’s easy to assume everything is running smoothly—but what if small gaps in policies and procedures are silently holding your practice back?

In this post, you’ll learn how auditing your systems, policies, and procedures can strengthen your team, increase accountability, and set your practice up for steady growth.

“Policies aren’t just rules—they’re your practice’s backbone.”
If your team isn’t following processes consistently, your outcomes will suffer. Tracking schedules, patient visits, and adherence to procedures ensures your team stays aligned and your patients remain on track.

Think of it like a high-performing sports team. Every role matters, every play counts, and adjustments are made in real time to guarantee success. Your front desk, like a key player, needs clear scripts, accountability, and guidance to maintain a consistent patient experience.

Audit Your Processes: The Key Steps

Weekly Show Rates: Track how many patients are scheduled versus how many actually show up. A high fall-off rate (30% or more) signals a breakdown in your processes—ideally, it should stay under 10%.

Review Call Recordings: Don’t rely on verbal reports alone. Listen to calls to ensure your team follows the policies and accountability scripts. This is how you discover gaps and prevent miscommunication.

Front Desk Accountability: Your front desk isn’t just friendly—they’re your patients’ accountability partners. If a visit is missed, your team should ensure it’s rescheduled within 7 days, keeping the patient on their care plan.

System Audits: Regularly review all areas of your organization—CRM, communication scripts, and patient protocols—to ensure alignment and growth.

Ongoing Training: Onboarding lays the foundation, training maintains skills, and apprenticeship—role playing, coaching, and accountability—drills success into your team. When your team thrives, your patients and your practice thrive too.

Reflection / Self-Assessment

• Are your policies and procedures consistently followed?

• How often do you audit patient scheduling and front desk calls?

• Are there gaps that, if corrected, could improve patient retention and overall performance?
  

Action Steps / Takeaways

1. Audit weekly show rates and fall-off percentages.

2. Review call recordings to check policy compliance.

3. Ensure front desk staff follow accountability scripts with patients.

4. Conduct system-wide audits to identify and fix gaps.

5. Reinforce skills through long-term training, coaching, and apprenticeship.
   

Prefer to Watch Instead?
If you’d like to see these auditing strategies in action, watch the video here:
Watch Natasha’s Video

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