If you see constant finger-pointing and blame shifting in your practice, then you know there’s a problem. However, finger-pointing in a dental practice is rarely the real problem. Usually, it’s a symptom of something deeper: lack of clarity around ownership and accountability. What happens is that when people are unsure who owns what, frustration begins to creep in. As a result, departments begin protecting themselves instead of working together, communication becomes reactive, and accountability starts to feel personal instead of productive.
To prevent finger-pointing, you need to make one simple shift: clearly define ownership and accountability!
Establish a System
The key to accomplishing this is implementing a system of accountability based around a Function & Accountability Chart. An FAC is a powerful tool that will help you define:
- The major functions of the practice
- What seats exist within each function
- What each seat is accountable for
- Who is in each seat
When there’s accountability, it means that the accountable person ensures that processes happen consistently and successfully every time. They may delegate tasks and have others to support the process, but when it comes down to it, they’re the one who owns the result.
Create Consistency
Establishing your FAC is just the first step, because it’s the job of the leader to create a culture of accountability by establishing consistent rhythms of reporting and feedback.
If someone owns a function on the FAC, they must also own the metrics around it, which is why it’s important that they report on it on a weekly basis. This is not intended to be a way to “catch” people, but rather to be a warning sign. If they report that the metric is off track, then you can course correct and move the needle back to where it needs to be.
It’s also crucial to create a system of monthly check-ins instead of relying on annual reviews. You want that monthly feedback, because it affords you the opportunity to make improvements as you go. Monthly check-ins also help you connect on a human level with your team and ensure that they’re meeting their responsibilities as outlined in the FAC.
No one wants to work in a practice where everyone is pointing fingers and shifting around the blame for problems. With a little clarity around ownership and accountability, however, you can turn things around! Create ownership with an FAC, have team members report on what they own, and then provide them regular feedback to keep everything and everyone accountable. It’s a simple concept, but powerful, and the more you embrace accountability, the less finger-pointing you’ll see. Instead, you’ll see your practice grow!
To learn more about ACT and how we can help you build a Better Practice and a Better Life, reach out to Gina!
Tune in next time and learn how to make practice ownership less stressful and more profitable!
