MGMA Insights: Sarah Clark on enhancing the patient experience

In this episode of the MGMA Insights Podcast, host Daniel Williams sits down with Sarah Clark, owner of Sarah Clark Consulting, to discuss practical strategies for optimizing medical practice operations. Clark provides a comprehensive look at her approach to enhancing efficiency, improving patient experiences and driving overall practice performance, a strategy she refers to as the "four p's."

Understanding the Four P’s:

• People: Clark emphasizes the significance of every team member's role within a medical practice. As she explains, "The lifeblood of the practice includes everyone from the provider to the operations person, the front desk staff, and clinical staff." Highlighting the importance of cohesive teamwork, she discusses how each individual's contribution is vital to the overall success of the practice.
• Patients: Patient-centric care is at the core of any successful medical practice. Clark underscores this by stating, "Patients are the reason practices are in business. Serving them efficiently and compassionately is crucial." She provides strategies for improving patient interactions and satisfaction to foster loyalty and trust.
• Processes: Efficient workflows and systems are the backbone of a well-run practice. "Processes keep things running smoothly," Clark notes, as she discusses the necessity of standardized procedures to ensure consistency and quality in patient care.
• Paperwork: Documentation and technology also play pivotal roles. "From traditional paper to advanced technology, paperwork supports daily operations," says Clark, stressing the need for streamlined documentation processes to enhance productivity and compliance.

Challenges and Solutions of Harmonizing the Four P’s:

Clark identifies common challenges that medical practices face, such as time constraints along with operational inefficiencies that arise when practices are overwhelmed by daily tasks. There can also be a disconnect between front office and back office functions that leads to communication breakdowns and operational silos, illustrating the need for better integration and coordination among staff. Clark recommends implementing morning huddles to set the day’s intentions while addressing immediate concerns. Additionally, mapping out tasks and processes can help identify bottlenecks. By prioritizing tasks, Clark says practices can focus more on strategic improvements instead of simply reacting to urgent needs.

Implementing the Four Ps for Long-term Success:

Offering practical steps for practices to start implementing the Four P’s Clark suggests beginning with a thorough assessment of current operations before identifying key areas for improvement and setting clear, achievable goals. For example, practices can begin by streamlining a single process, such as end-of-day reconciliation, before gradually tackling more complex issues as they gain confidence and momentum. Achieving a balance among the Four P’s is essential for sustainable success. Clark stresses the importance of continuous improvement and being open to making necessary adjustments based on feedback from staff and patients. She advises, "Ask your team and patients for feedback, prioritize one improvement at a time, and ensure everyone is happy and engaged."

Conclusion:

Clark's expertise offers a roadmap for improving practice efficiency, boosting patient satisfaction, and achieving sustainable growth. By focusing on people, patients, processes, and paperwork, medical practices can confidently and effectively navigate the complexities of providing high-quality care.

Resources:

Sarah Clark Consulting

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