I think it’s time for me to step away from the direct hands on in my clinics already.
What had happened was that there was a walk-in patient that came to our clinic without calling, and all our therapists were fully booked. So our front counter informed him that we’re fully booked and that he has to wait for 1.5 hours to get his appointment.
He looked disappointed, so I wanted to do my best to ensure we could serve him and gain a new patient, so I tried to shift the timing of other therapists to serve him, but the patient left in the end…
…leaving me with two annoyed therapists, whose schedules I had almost scrambled.
I think I should definitely stay away from the day to day and focus on what I do best – simplify processes and connect referring accounts.