Are your office procedures weak, or nonexistent? Tighten them up with these strategies!

1. SOP Madness!
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2. What is a SOP?
“Standard Operating Procedure”

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

10. You’re set!

11. Thanks!
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