Why it is vital for your clinic to train front of house staff

Gilly Dickons

As a nurse practitioner, I encourage you to ask yourself the following questions: would I treat someone using a product I am not familiar with or am not trained to use? Would I feel comfortable simply talking to a client about a product I have no knowledge of?

If you are a practice manager, would you expect to be able to juggle the demands of the day-to-day business without the appropriate experience? It is my sincere hope that your instant response to these questions is ‘of course not’. I am sure you will agree that appropriate training and experience are essential to achieving success in any role. So, why is it that many clinic owners do not focus on training staff who are in a patient-facing role? Often, inexperienced staff members are left to meet and greet high value clients, answer those client calls and respond to new enquiries, ultimately resulting in lost new business opportunities and client retention issues.