Clinic Boost

You do not rise to the level of your goals. You fall to the level of your systems.

October 08, 2021 Daniel Coulton Shaw & Alex Zakucia Season 1 Episode 35
Clinic Boost
You do not rise to the level of your goals. You fall to the level of your systems.
Show Notes Transcript

(That's a quote by James Clear from a great book Atomic Habits.)

When I talk to clinics they usually belong to one of these 3 groups:

1. Freestyle
They have vague goals. Just doing day to day work, hoping things will get better in the future.

2. Goal oriented
This is much better, these types of clinics do have exact goals based on facts, but they are struggling to achieve them.

3. Systems oriented
This is the way. These are the clinics that not only have goals but also put systems in place that are executed every day to bring them closer to their target and track their progress.

By having systems that are followed, your clinic goals are not wishful thinking anymore but a reality that just needs to catch up with the present.

What systems do you have in place to support your goals as a clinic?

Hello, everyone. Clean boost method podcast, number 34 34. Good stuff. So, Alex, what have we got for our listeners today? Well, now we have a, actually a very good quote from a book by James clear called atomic habits.
And the topic of today is you do not rise to the level of your goals. You fall to the level of your systems.
Yeah. And we will give you some very practical applications about how that of course applies to your clinic and your admin stuff, especially when data doesn't go, as you expect.
Exactly. And I wrote some notes here, so we are organized in this time. Right. And basically how we see it is there are like three stages of clinics when we work with, and the first stage is they usually like, oh, okay.
We are doing good. Do you have any goals? Like, no, no. We just, you know, the patients are growing, we think, and we are just working every day, you know, like spinning the wheels basically.
So there will be the first stage I call it like a freestyle, Basically the Most typical one. It's very typical.
You will be surprised because I'm on the calls with many clinics. And I always ask them like, okay guys, what are your goals for this year?
And you would be surprised if I'm not on the phone with client or with clinic owner. And it's usually, maybe someone from admin staff is like, no, no goals, but we are doing great.
Everything is great. And when I would ask the same question, clinic owner, I have a very different answer. All right.
So that's very interesting to see this misalignment between the admin staff and the clinic owner, because the owner, he has goals.
Yeah. And another difference is why with it's called like freestyle is because typically the doctor is highly trained and good at his job.
And the nurses would have been trained as well to, to be nurses, to assist the doctor. However, the admin team have never really gone through all serious training to be the best that they can be at their jobs about how to handle patients, how to, and how to attract patients, how to work with patient inquiries, how to get reviews, how to get referrals and so forth.
So in a way it's freestyle, they're the default system in a way, this is where the system comes in. They go back to the default of what they think they should do.
And that becomes default for years and years, and years and years Never changing. Yeah. And then they're wondering why we are not scaling up.
But that's a different topic. The second stage is that they actually have goals like clearly written goals. Like, yes, we want to increase this number.
Let's say by 30% in this year. Right. And that's really cool and everybody should have, but there's a problem as well with that, because it's worthless to have a goal.
If you don't have systems in place that support reaching that goal. Yeah. I'd take that a step back further. So it's good to have a goal, but they need to know exactly where they are so they know how far they are from the goal, you know?
Absolutely. So like you said, with the example, I want to double my patient numbers. So how many, how many new patients are you treating per day on average at the moment for the past week or two though?
2, 3, 4. Okay. How many new patient inquiries did you get last week? 2100. Like these are guesses, you know, so for that goal to be really tangible and for the El to really write it down you know, they need to know the numbers, which you've talked about so many times in so many, so many podcasts, but as again, yeah.
That's sense. Go back to our old podcasts. That's absolutely the foundation I would say of clinic was method as well.
And it helps you set realistic goals. So wildly like motivating important goals, but very realistic, you know, it's not like triple my patients.
And then you realize you're only one doctor and if we tripled your patients, you, wouldn't not, you probably not be married as your only going home anymore.
Yes. Yes. Very true. Very true. Yeah. And and yeah, and then we come to the third stage and that's what we wanted to talk about is to actually not only have goals, but also systems that you do every day and that helps you to actually achieve that goal.
Yeah. So they go from default and then they're going up to, okay, I have a team, I have my goal set and I know what systems have to be in place.
And then the, and then the big, you know, the real stages they have system in place that actually takes over when those systems fail.
Yeah. So on that as well. That's, that's another way of looking at, so let's go back to that quote, you know, you don't fall to the, you don't rise to the level of your goals.
You fall to the, or levels of your systems. As we know, like we've worked in clinics for many years, like it's stressful and very rarely does the day go as, as you expect, you know, you, you come into work, you expect to do, you know, train your team, treat patients, have a coffee in this break and go home at this time.
And very often the day just, you know, gets completely lost. And I like, I, yeah, I can think of a number of examples we have at the moment of clinics that say, yes, we will do your program.
When things get back to normal, <inaudible> their default system is not, you know, there isn't a default system. We do our, I'd say the default system is very, very weak.
So back to normal for them will not happen intellectually, put the systems in place to whatever's happening around them. Yeah.
That's very true what you said. Yeah. Yeah. So if you're listening and you're one of those, one of those clinics that are meaning long-term communication with us and keep putting it off, putting it off until it's the right time to put those systems in place, the right time is a, you know, well past, let's train your team, let's get those systems in place.
And then like the problem we have with some clinics at the home, what do you do when that system fails?
When there's a missing piece, you're not able to treat patients because the doctor's off or COVID happens. You even have to close your clinic or yeah.
Your receptionist calls up in the morning. Her daughter is ill. I can't come into work today. I have to stay at home with her, you know, systems in place to cover the systems there's you're already have in place.
This is, this is absolutely necessary. And I would be very curious to learn, like, what systems do you use right now in your clinic?
Do you think they are good enough? And also what kind of backup systems you have, if let's say one of your doctor get ill, especially now during COVID right.
Exactly. You know, it's so important to have these systems, these backup systems in place. You never know when, when your reception is, will, okay.
I, I, I, you know, I have COVID and you will shut everything down or what you need to have some backup plan to, you know, to survive.
Yeah. And the typical, like the default mechanism is that the doctor's off. Okay. Then we will just not treat patients for the next two weeks.
And X amount of money, revenue and brand has, has gone on patients are lost. You know, there needs to be something in there to cover or receptionist is off.
So then we have to pull in, you know, nurses, or something's not covered, the reception is not covered. And the level of patient experience, you know, drops dramatically.
Join the time. Yeah. The reception, the reception is to me, that's like a, in a way I would say silent killer when, when she's offered a heat usually clinics, they say like, okay, it's okay.
Like one day they will be off. And it's, it's no big deal. Right. It's just calls. And we go going to do emails.
So emails are not answered. Yeah. And it's, it's amazing how much money you lose. Because if you think about it, how many calls didn't get picked up and those potential patients just go to another clinic, then they're not going to wait for you.
So the huge amount of revenue lost like this, and it seems like a, such a small thing, like, oh, it's just one day off, but it could be like, So it means Sarah, the nurse will say to the reception desk, but she's not doing the phone.
She's not doing the emails. You just sit there. Just so That exactly. It's correct. Yeah, yeah. Yeah. So we fall, this is where we fall to the level of our systems put the right systems in place.
Yeah. The way clinic, most five systems. If you want to know more about them, just to let us know. Yeah.
Just, just go to clinic boost,