Does your practice sometimes get bogged down with finger-pointing or blame when things go wrong?

Every week in Calm the Chaos, I share practical tips, real stories, and simple tech tools to help your team move from excuses to ownership. That shift can significantly improve both patient care and team morale.

This week, we're exploring how to create a No Excuses Zone and why accountability is essential for any successful medical practice.

STORY TIME:

How a No-Excuses Approach Transformed a Podiatry Clinic

BEFORE THE FIX

At a busy podiatry clinic, missing documentation led to frequent billing issues. Front desk staff claimed details were entered, providers insisted notes were dictated, yet no one took responsibility. Blame became common, frustration grew, and problems persisted.

THE SOLUTION

Clinic leadership introduced accountability as a core practice value. Instead of placing blame, staff meetings shifted focus to solutions, asking "How can we prevent this next time?" Staff were coached to embrace responsibility and openly address mistakes.

THE RESULTS

Within weeks, staff attitudes improved significantly. Team members began proactively addressing issues and openly communicating. Problems were resolved faster, claim rejections decreased, and patient satisfaction improved noticeably.

TAKEAWAY

Clear accountability encourages teamwork, reduces stress, and enhances overall practice performance.

ACTIONABLE TIPS FOR THE WEEK:

How to Build Accountability Into Your Practice

🟠 Lead by Example: Admit your own mistakes openly and demonstrate improvement.

🟠 Set Clear Expectations: Define what accountability means clearly and discuss it regularly.

🟠 Coach Positively: When issues arise, focus on solutions rather than criticism.

🟠 Celebrate Accountability: Recognize staff who take ownership and resolve issues proactively.

🟠 Create Visible Reminders: Post friendly reminders around your practice to encourage a culture of accountability.

Micro-Challenge:

This week, transform one moment of excuse-making into proactive problem-solving by asking, "What can we do now to fix this?" Observe the impact on your team dynamics. I'd love to hear your experience. Just hit reply and share your story.

TANIA'S TECH TIPS:

Tool Highlight: Google Workspace for Accountability

Create a simple tracking system to log accountability:

➤ Google Sheets: Log accountability issues, assign owners, update status, and track lessons learned.

➤ Google Forms: Make it easy for team members to report new issues or share wins from any device. All responses flow directly into your tracker.

➤ Google Drive: Store your tracker, meeting notes, and SOPs in one shared folder for easy team access.

➤ Google Docs: Keep a running “Lessons Learned” or accountability guidelines doc for everyone to reference.

💡 Pro tip: Rotate responsibility for updating the tracker each month. The assigned person can review entries, collect suggestions, and highlight key takeaways at your next team meeting.

WHAT I’M READING:

The Success Principles by Jack Canfield

An inspiring collection of stories highlighting the transformative power of personal responsibility and proactive action.

SMALL CHANGES, BIG RESULTS

To build a thriving practice, accountability should become second nature to your team. 

For practical training and effective communication strategies, explore my course, Everyone’s a VIP: Mastering Patient Communications for Excellence. Empower your staff to confidently take ownership in every patient interaction.

TRAIN YOUR TEAM

P.S. Will you be at the APMA National in Grapevine, Texas? I’ll be there! Stop by Booth 825 to say hello and pick up your VIP gift bag, including a copy of my book, Medical Practice Makeover: 21 Ways to Calm the Chaos and Achieve Excellence.