A Feedback Loop for Learning and Support

The Effective Action Approach

Our practice’s number one value in how it conducted itself was “Take care of your people and the practice will take care of itself.” This helped us all focus on the fact that taking care of patients is the purpose of the business, and delivering what they needed to earn their loyalty and referrals required a Team that was motivated and supported to go above and beyond. 

Part of supporting the Team was in helping their day go smoothly. Part of this was in management and communication structures, and the other part was training. Before too long we realized that training functions best when it is understood as part of a healthy communication loop between patients, management, and the Team; it’s how you make adjustments to do more of what works and less of what doesn’t, and, just as important, it’s how you learn what those things are.

The way we saw it, whatever you called it, this feedback loop was the structural manifestation of a growth-mindset culture. It’s an organization capability, an ongoing function, and part of how you work. It’s not as something you only do then things went wrong. So we began to think and speak more in terms of learning and sharing, rather than “training”.