Heather Broughton

When practice owners think about growth, they often think about marketing, hiring, or adding another provider. Few stop to ask whether their schedule is built to support the growth they want. The truth is that every practice has a schedule. But not every practice has a schedule by design. Many templates evolve over time. A few extra appointments are squeezed into the day. Lunch gets shortened. Emergencies start filling every open space. New appointment types are added without reconsidering...

Every leader wants a team they can trust. A team that solves problems before they become emergencies. A team that supports one another. A team that consistently delivers an exceptional patient experience without constant oversight. Yet many practice owners find themselves asking a different question: “Why does it feel like one person’s attitude or performance affects everyone else?” The answer isn’t always about that individual. Teams naturally rise or fall to the standards that leadership...

You invested in training. The new process was explained. The role-play was completed. Everyone nodded in agreement and left the meeting with a clear understanding of what needed to happen next. Then a few weeks later, you find yourself having the same conversation again. The process is not being followed consistently. The results are not improving. And frustration starts to build. Many practice owners assume this means the training did not work. In reality, the problem is often something else...