Peer-to-Peer Training Tips
Several of Shamir’s Peer-to-Peer experts share their thoughts on that all-important topic of staff training. Each takes a different approach based on individual practice needs.
Tip: It’s important to “review ‘example’ interactions in the office as part of staff training and develop protocols for responding to difficult patients.”
• EVERYBODY PARTICIPATES. “I’ve always wanted for everybody to overlap,” says Laura Miller, O.D., owner of Northwest Hills Eye Care in Austin, TX, “so in our office we all meet together. We close for lunch every Tuesday for staff time. The fourth Tuesday of the month is totally geared toward training. Everybody is part of it so that everyone can understand.”
“The fourth Tuesday of the month is totally geared toward training. Everybody is part of it so that everyone can understand.”
• EXAMPLE INTERACTIONS. Lisa Frye, optician and director of optical at InVision Ophthalmology in Greater Birmingham, AL, says it’s important to “review ‘example’ interactions in the office as part of staff training and develop protocols for responding to difficult patients. Create protocols and appropriate responses, coach and train your team, and inspect what is expected. Always strive to improve patient and team relations.”
• TRAINING BY PERSONALITY. Optician Stacy Daniel, owner of Frameology Optical in Syracuse, NY, says, “With a small team, cross-training is imperative. I don’t have secretaries or techs, but I do have the luxury of not taking insurance, so I’m lucky to not need a billing person. Not everyone cross-trains for everything. For example, we have one employee who isn’t great when it comes to forms but can edge a job better than any of us. It comes back to personalities and why it’s so important to observe and play into them.”
• EXTERNAL TRAINING. Laura Miller, O.D., explains, “I encourage staff to attend some sort of educational events every year. I do usually take my optical department to one of the Vision Expos, and luckily our TOA (Texas Optometric Association) state meeting is often here in Austin. It offers continuing education, so a lot of them will go to that.”
How do you train staff in your practice? Tell us about it and share in the conversation on Facebook here.
Erinn Morgan
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