PRACTICE TIP OF THE MONTH: INSIDE THE MVP PRACTICE MANAGER MEETINGS

Jeff Rothstein, DVM, MBA

Every few weeks, you have likely noticed your Practice Manager leave your practice to attend the MVP Practice Manager meeting. Great, you think, not only are they missing for the day, but undoubtedly they will come back all revved up with new things for the team to implement at the clinic. I typically have the privilege of attending the manager meeting in Michigan, and as I sat through the last session, I thought it would be helpful to share with you what actually takes place at these meetings.

If you think these are merely a “here’s what your hospital needs to do better” session, you are incorrect. I’m writing this because of how inspired I have been at these meetings. Managers undoubtedly have one of the toughest jobs at the hospital, and I’m very proud of this team and how they continue to grow and develop. That’s the story I want to share with our MVP family.

As we near MVP’s second anniversary, the meeting has evolved dramatically. It took time to get everyone to a baseline understanding of what the practice manager’s role entails at an MVP hospital. For many, even if they were manager pre-MVP, the role has expanded, and for a location that has a new manager or never had one, there is a lot to learn.

At first, I thought we would have a hard time filling a full-day agenda, but the schedule is jam-packed. From problem-solving to introducing new initiatives and leaving a little time to meet and greet, they cover a lot of ground. I’ve highlighted ten key themes that echo throughout the meetings. This gives all a good look at the important work that goes on at this gathering.

There are No Wrong Answers

Meetings often start with a power pose, which serves as a good ice breaker, and gets everyone ready to bring their A-game. These meetings are intense and often emotional. All are encouraged to openly share issues and concerns that they are experiencing which include the good, the bad, and the ugly. This is one key way the meetings have evolved; managers have gained trust in MVP leadership and know that there are no bad questions or wrong answers. We can only improve with open and honest dialogue. This is a safe place.

You Can’t Manage What You Don’t Measure

At the meetings, time is typically spent reviewing various practice stats; it may be client satisfaction, inventory expense, or profit and loss statements, to name a few. The focus often covers what normal is for MVP clinics, and a clinic that is excelling in any area may be asked to share their secrets for success.

Sharing is Caring

The power of sharing amongst MVP hospitals is tremendous. It is often ideas, but goes beyond that on occasion, to team members, equipment, supplies or even feelings. Of course, this is easier when hospitals are close together, but it often comes in handy in times of need.

Meet and Greet

Introductions are done at each meeting, including the management and leadership team. This is impactful since you now have a big family at your beck and call. It’s powerful when you know who to reach out to for various assistance or resources. Most of us have been somewhat alone on an island and doing our best to navigate the waters. Welcome to the team, as we know it takes a village!

Training

It’s no surprise that training is a key component of each gathering. Focus shifts from one meeting to the next. It may be OSHA, controlling inventory expense or managing your P/L. There is no shortage of topics. Leadership understands that managers are not born all-knowing. Over time though, we can make sure the team has all the necessary education to do the job.

Economy of Scales

You may think this is all about buying power, but much of this is about not reinventing the wheel. MVP can provide hospitals with so many things that we need to just make once for all locations like job descriptions, training manuals, forms, and various protocols.

Culture

Two years in and culture is developing. I can see our mission and values becoming part of our managers’ thought process and lexicon. We empower each clinic to develop their own culture, but influencing that to a large degree are MVP’s core values. Managers are taking this to heart and into their hospitals. A shout out to Karlene Belyea, Chief Culture Officer, who is leading the charge!

Continuous Improvement

CEO, Mike Aubrey, and the leadership team are passionate about this. Mike is very open and honest that MVP is not perfect and that we have much work to do to get to perfection in any number of areas.  We are growing and are a work in progress. What is emphasized is it’s OK to make a mistake, but we must learn from these and keep getting better. Continuous improvement and a focus on “Good, Better, Best, Never Let it Rest” are at the core of MVP culture and the managers see this in action at these meetings.

Leadership Training

We have inherited and hired strong leaders to manage our clinics, but the reality is that most of our managers have not attended specific training to be leaders. The link between MVP and the hospital team accentuates the significance of their ability to lead. Sprinkled throughout the meetings are various aspects of leadership training. So, while you may miss your manager for the day, be confident that they are getting invaluable training that will help them make your practice the well-managed practice that we all desire.

Communication

With nearly fifty hospitals in the MVP Network, there are a lot of moving parts, and it’s essential that our locations are all getting the same message from MVP and leadership. We all have a vested interest in keeping MVP personalized and not feeling that we are so large that we are out of touch. The meetings allow us to keep our managers in the loop on what’s new at MVP and to clarify any misconceptions. It is vital to our success that hospitals know who to reach out to when they have a particular need. We continue to improve the overall communication process with feedback from our managers.

There you have it – an up-close look at what goes on at MVP Practice Manager meetings. Hopefully, you can see how valuable your manager’s attendance is. After all, they are the voice of your clinic and an important link with our sister clinics and MVP leadership. For the next meeting, remember to wish them well, and tell them to bring back all the latest MVP news.