We hear about culture, read about it, and strive to somehow capture it. But what exactly is it? Is it worth our focus? Does culture really matter? At SkinCare Physicians the response is a resounding yes! And the cornerstone of our dermatology practice’s service culture is our CARE for both patients and employees.
Our physician founders and original management leaders established the ideals for which we strive and initiated SkinCare Physicians’ early culture. Over time, we designed and developed behavioral standards, customer service concepts, employee hiring and training programs consistent with our core values, and our culture of caring was framed. We believe our culture’s strength is powerful because it has evolved naturally and genuinely.
“SkinCare Physicians CARES” is meant to convey our collective purpose. Since our early days in 2000, we CARE for people. We are about fostering a culture, and creating an environment in which we care for both our patients and employees.
How do we stay true to and aligned with our culture of caring, and provide a workplace where people want to work together and support each other? By encouraging honest and open dialogue from every member of the SkinCare Physicians team like we do with every patient; by training, ongoing education, job shadowing exercises, and counseling sessions. Everyone at SkinCare Physicians supports practice growth and collaboration, and everyone works consistently as a team to remedy traits that might hinder advancement.
Seeking both patient and employee engagement is a concept tasked to every member of the SkinCare Physicians team. We build patient engagement into our daily routines by hearing them, observing touchpoints, and conducting patient satisfaction surveys. We also value employee engagement by listening to one another and through our on-the-spot rewards, entertainment committee, and peer recognition programs, among other initiatives.
SkinCare Physicians’ service design originates from a thoughtful and extensive understanding of our practice’s purpose, laying the groundwork from which all our other service choices were launched including our common purpose statement: C A R E S. It should not come as a surprise then that our five quality standards guiding our service delivery are:
These standards are applied at every patient and employee touchpoint, preserving an environment where people feel connected and are recognized as being an important part of something uniquely special.
At SkinCare Physicians we have created a happy, positive work environment where people are naturally motivated and even better, motivate each other. Our culture guides all of our choices. It helps us respond to unprecedented service requests. It helps us understand and exceed patient’s expectations. It encourages us to share new ideas with our management team. It inspires us to join a committee. It contributes to job satisfaction and employee happiness. It enables us to provide heartfelt patient experiences. In that environment, employees confidently make hundreds of decisions on their own every day, and the SkinCare Physicians culture of caring acts as their guide. SkinCare Physicians CARES.
Co-author: Maureen Teahan