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Continuing with the objective analysis of your practice from a patient's
point of view, ask yourself if your office is really, really clean. It's very
easy for the doctor and staff to overlook details that they see every day and a
dirty office may happen gradually and become part of the norm. It is not
overlooked by patients, however. They are newcomers to your office and they
notice the things they understand. A doctor's office that has cobwebs in the
corners and grime on the instruments is not well-received.
It is one thing to have an office that has furniture and carpeting that is a
little worn and outdated (not good, but possibly forgivable), but there is no
excuse for dirt. Don't let the cost of a good cleaning service stop you; this is
one expense that cannot be cut. Let's dive into this topic and make sure your
office is clean, neat and hygienic.
Inspection
The first step is to walk around the whole office after hours with pen and
paper. Start outside in the parking area and walk up to the front door of your
office. Look for trash, cigarette butts and anything else that is unattractive.
It does not matter if you own the property or lease space, it is still your
office and we need an honest assessment. Next, examine the reception area,
especially the corners of the room. Look into the business office at the
check-in point; what does a patient see? Walk through the steps of a complete
examination, inspecting the instruments and tables from the patient's side. Sit
in the exam chairs and look around and to the extreme sides in the corners of
the room. Realize that every patient you see does this. Continue your tour into
every part of the office. Look at the counter displays and above the frame bars
in optical for dust and cobwebs. Windows matter also; they should be washed
regularly.
The Bathroom
The bathroom used by patients needs special attention for obvious reasons.
People who use a public restroom want it to be very clean. Of course, the staff
restroom is just as important. If the room is within your office, you have
control over it. If it is in a common area of a larger, leased facility, you
should still inspect it occasionally and insist that it be maintained often. See
the section below on staffing for more on regular restroom maintenance.
Clutter
As you work to achieve clean floors, walls and furnishings, also make an effort
to reduce clutter. Clutter is not dirt, but it is a disorganized, messy
appearance that you may have become immune to. Some offices have papers and
books everywhere and shelves and ledges covered with stuff. Clean house
regularly and make the office look neat. Avoid letting rooms become crammed with
extra furniture and equipment.
Staff Duties vs. Janitorial Service
In my opinion, every practice ought to hire a professional cleaning company to
clean the office and bathrooms on a regular basis. In most offices, this job is
too specialized for your staff to handle. They may not do a good job if they
resent the assignment and it can put a damper on morale. But staff members
should play an important role in cleaning on a day-to-day basis. Light cleaning
and straightening up should be part of everyone's job description from the day
they are hired. We take that a step further by assigning specific cleaning tasks
to certain staff members as part of their secondary duties. These side jobs are
to be performed when time permits during the day. If tasks are left to everyone,
it is easy for them to be ignored and assume somebody else will do it.
The specific areas that need to be checked and cleaned several times per day
include the waiting room and magazine racks, the rest room (including waste
baskets and supplies), and the coffee counter in the reception area. Frames must
always be returned to the displays immediately after showing.
The clinical technicians in my practice always wipe the back of the phoroptor
and the forehead rest of the slit lamp with an alcohol swab in front of each
patient after seating him or her in the exam chair. This small step goes a long
way to creating an impression of good office hygiene. It also catches some grime
and makeup before it is positioned in front of the patient.
In my experience, commercial cleaning crews often do a poor job, especially over
time. They will test you to see if you notice, so be sure to complain if you see
the quality slipping. And you may go through a few firms before finding a crew
that does a great job.
Best wishes for continued success,
Neil B. Gailmard, OD, MBA, FAAO
Editor, Optometric Management Tip of the Week
A Proud Supporter of
Send questions and comments to neil@gailmard.com.
Dr. Gailmard offers consulting services to eye care professionals through Prima Eye Group; information is available at www.primaeyegroup.com.
Please Note: The views expressed in Management Tip of the Week do not necessarily reflect those of the sponsor.
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