3. How can you identify an SOP?
• A standard operating procedure is:
1. Repetitious: it’s done over and over
2. Scalable: you can hire more people and they will pick it up easily
3. Defined & Specific: you can write the steps down in order
4. Some examples…
• Opening the office in the morning
• Filing patient records
• Processing a new patient
• When someone walks in
• When the phone rings
5. Identify your highest-leverage SOP
What is the one SOP in your business that
stands to impact your customer experience
most powerfully?
6. Refine it!
• A standard operating procedure is:
1. Repetitious: it’s done over and over
2. Scalable: you can hire more people and they will pick it up easily
3. Defined & Specific: you can write the steps down in order
7. Refine it!
• Make it repeatable
• Reduce the number of:
• Programs people need to use
• Places people need to move to physically
• Even keystrokes and mouse clicks!
• Enforce the repetition
• Establish incentives & negative reinforcement (consequences of it not
happening)
8. Refine it!
• Make it scalable
• Ensure that the results from one person are identical to the results from the
next person
• All information used in the SOP must be objective
• Set up employees’ surroundings to encourage the scaling of the SOP
• Set up other in-office protocols to work off of the one you’re focusing on
• New Patient registrations & end-of-day emails
9. Refine it!
• Make it defined & specific
• Record all steps of the SOP in a Word document
• Make note of what tools to use at which step
• Take screenshots
• Insert best-practices and shortcuts, if necessary
• (OPTIONAL) Track progress & results in Excel