Create an accountability structure that works (Proceedings)

Oct 01, 2008

A common mantra that I preach to my consulting clients is "Make sure your practice is centered around the Circle of Care." The Circle of Care is made up of patient care, the client experience, and the business. This should be the nucleus of your practice and be your guiding force when making all business decisions.

We know the No. 1 reason for turnover in businesses is a feeling of inequality among team members. In great practices, owners create systems that they can grow into and a component of these includes accountability. One way that you ensure your team focuses on the Circle of Care is establishing an accountability structure that works. You should have clear set goals, incentives for team members to achieve goals, and defined consequences when goals aren't met.

As Jim Collins explains in his best-selling book Good to Great: "First, you need the right people, in the correct seats on your bus."

Once this is done, the secret to establishing a solid accountability structure is to implement the nine key elements, which include trust, training, team buy-in and leading with direction. These elements all work together to form the solid base that you'll need for a fool-proof accountability structure. We'll discuss each of these nine elements and talk about how they all play into the big picture.

Successful veterinary practices have adopted a mantra to keep their teams committed to excellence, consistency and minding details: "Always take care of every patient, every client, every record, every time." Once your team is on board and everyone knows the standards you expect and the consequences they'll face when expectations aren't met, you and your team will work smarter not harder.