Streamlining Multi-Clinic Operations

Scaling Through Genesis University

Multiple companies and clinics contribute to Genesis University, our Learning Management System (LMS).
Developed over two years by our executive team and HR to streamline onboarding and training.
Contains position-specific training for all roles, from MA to clinic director.
Includes paperwork, company values, and procedural videos to ensure consistency.
Helps new hires integrate quickly while maintaining brand standards.
Provides a resource for retraining employees as needed.

Importance of Standard Operating Procedures (SOPs) and Core Values

Scaling requires clear Standard Operating Procedures (SOPs) and well-defined core values.
SOPs should be implemented from the beginning but can be developed over time.
Regularly review and improve SOPs (quarterly recommended, semi-annual at minimum).
Core values guide company culture and decision-making at all levels.

Ensuring Clinics Follow SOPs and Core Values

Auditing Key Business Processes

Evaluate onboarding, offboarding, and follow-up procedures.
Contact former clients to understand why they left and how to improve retention.
Adjust services based on client feedback to enhance long-term loyalty.

Communication and Training Platforms

Utilize Genesis University for structured onboarding and continuous education.
Use Workplace for Meta (transitioning to WorkVivo) for real-time team communication.
Encourage staff interaction and knowledge-sharing through centralized platforms.

Meeting Cadence for Alignment and Growth

Quarterly executive meetings: Review company performance, challenges, and future goals.
Monthly all-staff meetings: Keep all 200+ employees informed and aligned.
Weekly manager meetings: Address operational issues and discuss improvements.
Daily morning meetings (Musters): Ensure teams are aligned and ready for the day.

Maintaining Company Culture Across Multiple Locations

Strong core values foster consistency in patient care and workplace culture.
Leadership takes accountability for training and setting clear expectations.
Employees receive ongoing coaching and guidance to reinforce expectations.
If an employee underperforms despite proper training and support, it may be time to let them go.

Final Takeaway

Scaling a medical business requires strong systems, continuous training, and clear communication.
Implementing SOPs and reinforcing core values ensure consistency across locations.
Regular audits, structured meetings, and staff engagement drive long-term success.
Commit to ongoing improvement and strategic growth to build a thriving, scalable business.

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