The team follows the Ritz-Carlton code of conduct, Dr. MacLean said, which means they’re ladies and gentlemen treating ladies and gentlemen. They’re respectful and helpful to both each other and patients who visit the practice. To make sure they’re all on the same page, they meet once a week to check in and see how things are going. They communicate about challenges they’re facing and work together to find solutions. Rather than focusing on what can’t be done when a problem arises, team members immediately go into solution mode, and that leads to better results.
“This also helps them feel like owners in the practice because they can make decisions and follow through,” Dr. MacLean said. “Sure, we have problems and speed bumps and objectives not being met at times, but for the most part we can pick each other up and say let’s make this better.”
Team members arrive at work with pressed uniforms, ready to take on the day. They greet each other every morning with a friendly smile and do nice things for each other, whether that means decorating for someone’s birthday or staying late to help get work done—without complaining. And, of course, they’re all committed to providing patients with excellent care.
“Our goal is to improve every patient’s quality of life,” Dr. MacLean said. “We’re all on the same page and understand that commitment to excellence. When a patient walks through the front door, we try to make them feel welcome and let them know they are in a special place.”