So, I would recommend that you share this message with your staff as I have. This would be a good opportunity to review point of contact systems and procedures, especially telephone and front desk procedures. Spend some time here, watching for tone of voice, and attitude, etc. Anybody who is not completely focused on the patient in front of them needs to be reminded that a simple courteous attitude of service forms the basis of every encounter.
It is of course extremely important to hold your ground on policies and procedures but to convey them with genuine passion. Again, by making the benefits obvious to your patients, your entire practice benefits.
Needless to say, this is an extremely powerful time a year to reinforce these concepts with your entire team. We suggest you weave this through all holiday events you may have planned for the rest of the year.
Also, this is the perfect time to examine your own management systems, to measure their own user-friendly characteristics. Ask staff for input in terms of fine-tuning communications with the entire team for better execution.
Doctor, really take some time with this. Incorporate some of these simple ideas into policies and procedures, and regularly check to make sure they are being completely implemented. You will reap the benefits many times over.