Most doctors will tell me that they really do not like giving their team member reviews. Most of the team members I work with tell me that they really want feedback from their doctors. I have worked with many teams implementing a system that will give both parties tools that will help them with the process.
I prefer to call this process a performance planning session as opposed to a review. I want to look forward to planning the future and not review everything done wrong the last year. This positive take makes these meeting an open format to discuss where a team member is and what changes they could make (or need to make) in the upcoming year.
The purpose of the performance planning system is to evaluate employee performance and plan for future advancement and training. The evaluations are performed annually or semi-annually with decreased time spans between reviews during a training period. Time spans can also be decreased during a period when specific improvements are required from an employee. This system is meant to help determine areas of strength as well as areas of developmental needs.
Employees are to be given the evaluation form two weeks prior to the scheduled review. This will allow the employee time to thoroughly analyze all areas of their current position. The doctor, office manager, or clinical coordinator will fill out the same form prior to the scheduled evaluation. During the evaluation the completed forms are reviewed together. This will help generate a productive discussion as the evaluation forms will be from different perspectives.
The evaluation process provides appropriate job expectations and standards for each position. Should there be areas of improvement you and your orthodontist/clinical coordinator/office manager will design a plan and timetables to improve the performance level. Both parties will sign the form and they will then become part of the employee's permanent record with your office.
The form lists basic office requirement as well as specific job-related task statements (front office, TC, clinical, etc.) and allows the team member to rate their performance in each area.
Basic office areas may include:
1. Uses time efficiently for office concerns
2. Takes personal responsibility to see projects through to conclusion without prompting
3. Is conscientious in not taking care of personal matters during
office hours
4. Attendance is reliable and punctual
5. Accepts criticism and benefits from it
6. Consistently behaves in a professional manner when patients or
other staff are present
Clinical team would have more clinical areas such as:
1. Accurately enters treatment in computer/on chart
2. Anticipates doctor's needs/assisting doctor chairside - instrument passing
3. Preparation for procedures - all supplies ready
4. Relay of information to Doctor
5. Impression taking
6. Non-patient job duties are completed on time
Every team member should have some strengths they bring to the practice. Every team member probably has some areas that need improvement. During a clinical consult, team members often tell me "I really want to know if I am doing something I should improve or change". If it is discussed in a positive environment both parties can be open to these ideas.
Ask your employee to list:
1. Employee's three major strengths are:
2. Employee's three areas needing improvement are:
I also encourage open ended questions to allow ideas to be heard from them team member. Team members often have great ideas based on the challenges they face in their own specific areas. You may also find out that you have a great team member that would like to explore another position in the practice. This can't always be accommodated but if a position becomes open in the office they may be able to move into a different position.
1. To
contribute at a higher level of patient service how would you change your current job description?
2. What system, equipment, or team changes would you like to
see in the next year?
3. What are your personal workplace goals?
4. What steps will you take to reach your goal?
5. What support/training will you need to reach goal?
These planning sessions may seem like a lot of work but the benefits will help increase the overall effectiveness of the employee and the team as a whole.
