Advertising an open door

Dec 01, 2005

Q. As the practice manager, how can I encourage team members to come to me with their problems first, before approaching the owner?

Sharon DeNayer
"Staff members probably aren't clear about who they should take their problems to," says Sharon DeNayer, a Firstline Editorial Advisory Board member and a practice manager at Windsor Veterinary Clinic P.C. in Windsor, Colo. The good news is that there's a simple solution: The owner needs to tell staff members to come to you with their problems instead of going to the doctor.

"The doctor may be solving their problems instead of delegating," DeNayer says. "But if staff members go to the doctor and they're always told to take their problems to the practice manager, sooner or later it will sink in. Even the slowest learners will realize they should come to you first."