Introduction

This manual is an ever changing, constantly evolving reflection of our office philosophy, policies and procedures. It should not be considered as a book of regulations and mandates, as much as an explanation of who and why we do the things we do. The concepts and ideology behind the method, so to speak.

Furthermore, while a handful of people in the early stages of this practice, did all of the tasks listed herein, already, ( 2004) the division of responsibility and of procedures is present. Soon, fewer tasks will be done by more people as the division of labor continues

The procedures listed here outline a system of doing things. When there is miscommunication or inefficiencies or confusion, it typically is not the fault of the person, it is the fault of the system. Hence, each time there is a problem in the practice; it gives us a terrific opportunity to review the procedures in this manual and to improve them.

This manual allows us to integrate ( and for you to appreciate) all of the various components to our business. There is clinical, financial, marketing, facilities, administrative arms that are completely dependent on each other. One is not more important than the other. One can not exist independent of the other. This manual allows us to appreciate the work of others and to understand how one specific task dovetails into another.

This manual allows us to look at the practice from many different perspectives. One can view the practice from the perspective of patient interactions: office hours, telephones, office procedures. One can view it from the perspective of technological systems and how they related to one another. The point is that once we have dissected our process down to individual tasks, we can combine them in any manner that we please and allow the nurse, biller, public relations consultant, doctor to all use the same document to learn how we are to perform our specific duties.

Finally, this manual allows us to view the practice as a series of experiences. Typically referred to as “visits” we have to rethink the way we provide our service to our patients. It is in providing an experience. Each and every time we interact with our patients, on the phone, on the website, in person, during the OR, we are providing them with an experience that should be pleasant, special and thoroughly worth repeating. Furthermore it should be consistent so that there is a sense of familiarity meeting their expectations each and every time.

From this “experience” perspective, and from the perspective of increasing efficiencies, decreasing redundancies and eliminating errors, we proceed with the establishment of this office manual.