Use these steps to ensure a smooth rollout

Part of running an innovative practice is bringing on new technology. However, whether that tech sails or fails depends upon the staff. Here’s a look at how to include staff to ensure a successful rollout.

1 Know the technology

The addition of new treatments, modalities, and technology should only occur after careful consideration of how it will benefit the clinic and its patients. This requires a thorough understanding of the technology, including how it is used, the patient experience, the challenges it brings, and the time commitment it will demand. If these qualities are comprehensively reviewed, communication to the staff regarding why leadership is implementing something new and how it will have a positive impact will be significantly easier. Conversely, without relaying this information to the team, staff members will often see it as adding to their workload, leading to a negative perception.

2 Provide training

In our busy clinics, it is easy to do a quick training and move on, expecting the team to be able to keep up and implement new technology seamlessly. Unfortunately, this often leads to misunderstanding and a less successful execution. To avoid this, leadership should set aside time within clinic hours to thoroughly train their staff and allow them to become confident in talking about the new technology. Also, management shouldn’t be afraid to wait on adding something new if they think staff can’t handle it now. In the long run, introducing technology at the wrong time will result in staff not embracing it and/or likely not utilizing it as much or as well as predicted.

3 Create implementation protocols

Once the staff is fully trained, it is imperative to give them straightforward instructions on how to utilize the technology in practice. This should include any paperwork they need to do with patients, where the testing or discussion should occur during the visit, pricing, if applicable, and answers to common questions that may arise. Equipping your staff with these precise directions instills confidence, increasing the likelihood of success.

4 Schedule check-ins

Rolling out a new technology will rarely go perfectly the first time. Thus, regular check-ins with staff to discuss how the implementation is going is a great way to adjust and perfect the process, making the overall experience better for all. Leadership can pivot if something is not going as expected. Keep an open mind when staff presents a suggestion, particularly if it is regarding something they are using predominantly (such as a new fundus camera).

Keep staff in the loop

In most cases, staff will be the ones running the new testing and discussing the related protocols with patients. As a result, staff must be included in the decision making and implementation of new technology. Leadership can use the above preparation steps to make technology rollout successful. OM

DR. FULMER opened her practice, Legacy Vision Center, in Huntsville, Ala., in December 2020. She also serves as a member of the board of directors of the Alabama Optometric Association and the Optometric Advisor on the Board of Directors of HEALS, Inc, a local non-profit organization.