Used to be a popular TV program called Cheers back in the 80’s. It was modeled after a bar in Boston with the same name. As a situational comedy, Cheers presented a familiar group of customers who came to the bar to have a drink, but also to relax, socialize, and have good cheer.

Patients come into your office to improve their health and find relief from discomfort. But they are also looking for something more.

Remember that a practice is a network of relationships created and sustained through communication and service. That’s my definition. There are other definitions, I’m sure, but at the foundation, communication is critical.

It can be a lonely world where there seems little time for real communication – or friendship.

You are more than a doctor, and your staff are more than just support professionals. You and your entire team are part of a caring family, a community of like-minded people who are committed to health and helping each other achieve it.

Creating a community is a big deal in businesses now. For good reason… Belongingness has been identified as an intrinsic motivation we all have, according to Self-Determination Theory. But it can be contrived and gimmicky if it is not genuine.

In the best offices I have visited, staff and doctors formed a work family… genuinely caring for each other as well as for their patients. The patients were also included in the family. Sometimes, I would see them spending too much time gabbing at the front desk or bringing fresh produce for the doctor from their garden. I would even see patients just stop by the reception area to chat amongst themselves, catching up on shared concerns and local news.

Yes, the best practices have policies and procedures. These are the systems that help ensure fast and efficient service in high quantity with high quality.

But procedures cannot take the place of a real person interested in and caring for another person.

In very lay terms, the spine is the structure that supports and protects the function of the spinal cord. It is the function that counts, that comes first.

Many offices have their function impeded by tangled up, omitted, or unfollowed procedures and policies. You definitely need a strong infrastructure to have a prosperous low stress business. But the reason, the goal for good systems includes having good communication with your patients and each other.

There are many troubling issues we all face. Make your office a place where people want to go for better health and better friendship.

A place where everyone is glad you came and where everybody knows your name.

“…Making your way in the world today takes everything you’ve got.

Taking a break from all your worries, sure would help a lot.

Wouldn’t you like to get away?

Sometimes you want to go

Where everybody knows your name,

and they’re always glad you came.

You wanna be where you can see, our troubles are all the same

You wanna be where everybody knows

Your name.”

Carpe Posterum (Sieze the Future)

Ed