Every successful business has a solid structure built around sound policies and procedures. Medical practices should be no different. mp practice solutions’ Andrea Ravas explains why.

“Help. I can’t get my receptionist to answer the phone correctly. I’ve told her time and again what the procedure is, but she just won’t listen.”

This might sound like an unusual conversation to have with a practice manager, but it is an all too familiar one for me.

And while it seems trivial to have such a hang up about the way someone answers a phone, as they say, ‘first impressions last’.

There are any number of examples of a practice being let down by its approach to business detail. Something as simple as the way patient bookings are taken and processed can affect the way a medical practice is perceived.

A smoothly run practice is an efficient and profitable one. Well-designed, easy-to-use policies and procedures are the key.

One of the most important administration documents in your practice will be your Policies and Procedures Manual. This document will help define how your practice is to be run. It will take potential and existing employees from the start of the day, when they first unlock the door of a morning, through to locking the door at the end of the day.

Having clear guidelines documented also assists with staff performance and management, as you can always refer back to the manual when problems arise.

However, creating a comprehensive manual is a daunting job, with the need to incorporate practice policies, procedures, workflow documents and operational templates into the one manual. This job becomes even more daunting when you don’t have existing policies and procedures and you need to start from scratch.

mppracticesolutions has spent over 250 hours developing the policies and procedures manual, so can attest to the amount of work that is required to pull a manual together.

Whether you are a large corporation or a small medical practice, implementing structured policies and procedures can only be of benefit to your business.


Andrea is available to discuss your practice management requirements on (03) 9280 8768.