All that glitters is not gold...

You've heard the euphemism "all that glitters is not gold"? This especially applies to a physician's practice. Your office is clean and presentable -- maybe even stylish and upscale. You've invested in state-of-the-art equipment that would impress anyone. You've got a pretty, young receptionist at the check-in desk for that great first impression -- who is more interested in checking her cell for her latest text messages than servicing the patient waiting at the desk in front of her -- who has difficulty speaking with proper grammar -- who is unskilled in common phone etiquette (who often comes off to the patients as being rude) -- who settles for the minimal wage you are paying her because she can -- (she's still living with mom and dad). You've got an even prettier nurse in the back office whom you got for a steal -- a recent graduate from a local technical school (at least that's what she told you in her interview -- her clinical knowledge is if-y, at best) -- who cannot seem to prioritize what's really important and what can wait (the patient who called complaining of chest pain is still waiting for her return call two days later) -- who appears to have difficulty distinguishing between the compact she keeps in her pocket and a pack of birth control pills (but she sure looks nice!)

Obviously I am pulling your chain here -- but you get the idea. While the outward appearance of your office is important to the patients who are your customers, one of the best investments you can make for your practice is a good staff. Where cost containment is everything nowadays for a practice to prosper, it is tempting to hire a staff that will take a smaller piece of your pie . Unfortunately, however, if you give in to this temptation, you may be cutting off your nose to spite your face! An unmotivated employee (one who is not paid fairly or who is underpaid for the work they do), or even worse, an inept employee, will LOSE you money in the long run. Remember where your bread is buttered -- your success will come from satisfied patients. A satisfied patient is a loyal patient. A satisfied patient refers other patients! The quality of your staff is the one expense on which you cannot afford to cut corners. Take the time and the money to invest wisely! (Your investment will pay for itself a hundred-fold over the long run.)