When you are running your own private practice, how do you take a step back? To stop and evaluate, and to listen and learn from your patients and team?
Are the values and vision you hold dear, understood and communicated to all your stakeholders, referrers and patients?
Doing this is hard within your own practice. Taking time away from the demands and stresses of “business as usual”, to pause and evaluate whether you are offering the best experience to your patients and your team is important but also challenging. So how do you achieve this?
This is where a strategic business review comes into its own. Undertaking such a review will immediately help you to identify the strengths of your practice, and pinpoint the weaknesses, creating an opportunity to highlight and rectify any problems before they become ingrained.
Most businesses conduct annual employee performance 360 reviews and find them extremely helpful with staff development and management, however, much greater value is to be had from running a whole business review, covering both your patient’s and employees’ experience of working with your practice. The process of looking at every aspect of your practice by reviewing each part of the structure from the top down, will reveal exactly how it is perceived, and identify any gap between your view of how you want to be perceived and reality.
What is a business review?
A business review evaluates key aspects within your practice that are the pillars of its success, through an in-depth audit and interviews with key stakeholders.
The process is usually managed by an external partner, covering areas such as:
Vision, Mission and Values
Key sectors, target patients
New patient/referrers strategy
Your people – staff engagement
The output of the review is a comprehensive report, providing evaluations and recommendations that engage your team, identify your ideal patients and referrers and ensures your brand messaging and values are woven throughout all of your practice communications and patient journey.
One of the benefits gained by a business review is the feeling of inclusion amongst your employees while contributing to creating a more positive workplace.
From the answers obtained in the interviews, the review of supporting documentation, clarifications and from research, an extensive report is produced, which addresses all of the areas above and summarises your successes and challenges in each area and provides recommendations to improve, including, but not limited to:
A review of your brand messaging and story and suggestions on your messaging going forward
A full website audit
A review of all your communications, social media, marketing collateral, pitch/presentation documents
Development of user personas for your target patients and referrers
A ‘secret shop’ to experience your patient journey
Results from a staff engagement survey to inform Values and identify any areas for improvement
The report concludes with recommendations for all of the key areas: – Business strategy, patient experience, your people, brand messaging and marketing strategy and activity.
It will also provide a 3-month marketing plan that incorporates your Brand Strategy which can be implemented at your own pace.
Any review you undertake can be a difficult read as it will enable you to uncover issues of which you were completely unaware. The process and findings can feel quite personal as your practice is your passion. The key is to thoroughly evaluate the results and make changes where necessary.
A review can broaden your view of your practice, patients, referrers, workplace and employees and steer you away from assumptions. It will allow you to identify the improvement opportunities and create a strategy to implement them.
The idea of any review can seem daunting, and the results can be brutal and difficult to accept, but it can be an especially useful way of identifying issues and weaknesses before they become a real problem affecting practice performance. When managed properly, the results can lead to changes that ingrain best practices within every layer and ensure that your employees and patients feel listened to and valued. The most important part of any business is the employees and ensuring they are all on board with the values and ethos of the business allows the company to develop and flourish in its given field.
If you would like to find out more about our Designated Business Review, please do get in touch:
Michelle Wheeler, Marketing Director