Delegation of Duty
Effective delegation yeilds increased production

Fred Heppner Fred Heppner has been serving the dental industry since 1983. He has enhanced dental and medical offices across the country in the areas of patient retention, staff productivity, scheduling efficiencies, hygiene production, case presentation skills, facility utilization, marketing efficiencies and collection methods. As a speaker, Mr. Heppner's practical, motivational and highly effective presentations help dental offices nationwide create more profitable and gratifying practices. Fred's published articles give practical solutions to issues facing dentists and their staff. He resides in Scottsdale, AZ, with his wife Susan, and daughters Mary and Gena. His business management firm, Proactive Practice Management, specializes in professional, objective practice guidance for dental professionals nationwide. You may contact Fred by phone at (602) 404-3910, by fax at (602) 404-0886 or e-mail at fredhepp@sprynet.com.

Dentists have long wrestled with the challenges of balancing a clinician's duties with those of a manager. As a dental practice expands, so do the tasks and responsibilities needed to sustain growth in such a competitive profession. Effective delegation can dramatically improve the efficiency of a practice by helping to build teamwork among the staff and enabling them to reach their full potential.

One of the reasons people hesitate to delegate is that they believe they can do the tasks better themselves. However, tasks such as managing the financial aspects of a dental practice, dealing with managed care, ensuring compliance with governmental infection control standards, leading a team of workers and sustaining growth in a competitive environment take dentists away from treatment time. These factors necessitate the proper distribution of responsibility in such a way that it is embraced and accepted by the staff.

But don't confuse delegating with dumping. It's all in the way one delegates. If an employee feels s/he is being dumped on, then that is probably because a task has been delegated without adequate authority. There's an element of risk in delegating authority, but if one doesn't feel comfortable with that risk, it probably means that the task is being delegated to the wrong person. And, if the right person to delegate to doesn't exist, it's time to hire better people.

Following are some tips on effective responsibility distribution - remember, the ultimate goal is to increase the output of the team and the practice:

1. Don't delegate the method, delegate the task. Let the person you delegate to determine the method.

2. Make sure the person delegated to "buys in" to the task, agrees to the time frame and accepts the responsibility. If a doctor is unwilling to delegate the responsibility, then s/he shouldn't bother delegating the task.

3. Make sure the person delegated to has input as to what constitutes accomplishment so that goals can be measured.

4. Once the task is assigned, keep your distance. It's okay to ask for updates, but don't snoop or pry. If you feel you must, you've delegated to the wrong person.

5. Require reporting, but not excessive reporting.

6. Follow up only on target dates, when the project is finished, or when it should be finished.

7. Make sure the person delegated to is accountable for his/her success or failure. Applaud and reward success; discuss and document failure. If necessary, develop a plan together to improve performance.

8. Beware of over-delegation to superstars. If one employee is relied upon too heavily, then there is a superstar shortage.

Finally, do not confuse the "delegatee" with the "gofer." Gofers "go fer" because they have to. Delegatees "go fer" because they want to.

In summary, the basis of effective delegation is trust. If one doesn't trust, then one can't delegate. Prepare a plan to carry out the work, implement the plan and measure the progress. Effective distribution of responsibility will yield leverage by allowing the dentists to become more productive with their time. When you distribute responsibilities effectively, you will inevitably witness increased staff productivity, enhanced practice performance and increased profits.