009 - Hierarchy of Service Delivery - a podcast by Posts – Drs. Jeff and Susan Kegarise

Leaders Mission and Vision
Hierarchy of Service Delivery - borrowed from Disney - when the staff acts like the
owner wants
Alignment is so important - what the owner wants is also demonstrated by the staff -
owner expects staff to act on their behalf when not physically present - ensures the
practice is represented well
 
The foundation of the service hierarchy is..
Safety
Courtesy
Patient Experience
Efficiency
We are living this concept during COVID - safety is now everyone’s main focus
Keeping things safe - remind patients how we build safety in a particular visit
Courteous staff
Feedback - pos/neg, immediate, and certain
“Picnics” with the team
Training - most important training your managers to be aligned
“When faced with 2 right situations which one do we go with”
…..
Drs. Jeff and Susan Kegarise grew their practices in Nashville and Franklin, Tennessee,
over the last 25+ years. They also co-authored a book One Patient At A Time , which
you can order today. Drs Jeff and Susan take the reader through 8 chapters and 135
lessons that they have learned, created processes for and institute in their practices
every single day.
A Better Way For Doctors & Patients Are you a doctor who wants to give patients the
best care, yet struggle with the demands of managing the clinic and the business? Or
are you a patient who’s tired of poor service, impolite greetings, and providers in a
rush? Doctors Jeff and Susan Kegarise are here to give you hope. There is a better
way?for both patients and doctors. In One Patient At A Time, they open the doors to
their Nashville practice to let patients see how leadership, systems, staff, and doctors
combine to deliver patient-focused, relationship-driven care. And they show doctors how
to provide this kind of care by giving specific, implementable steps that drive a culture of
service to patients?one that patients clearly see as unique, enjoyable, and a better
experience than the typical doctor visit. Read this book and you will never look at your
healthcare experience or your practice the same. And you will be better for it.

Further episodes of As I See It

Further podcasts by Posts – Drs. Jeff and Susan Kegarise

Website of Posts – Drs. Jeff and Susan Kegarise