Oct 64 min read

Challenges and Triumphs: Dr. Amber Beckenhauer on Staffing and Running a DPC Practice

Direct Primary Care Doctor

Dr. Amber Beckenhauer & Dr. Maryal Concepcion

In the latest episode of the My DPC Story Podcast, Dr. Amber Beckenhauer joins host Dr. Maryal Concepcion to discuss the multifaceted challenges and strategies involved in managing staff transitions within a Direct Primary Care (DPC) model. Dr. Beckenhauer offers a candid and insightful look into the dynamics of employee training, task delegation, and the critical role of maintaining clear operational guidelines.

Effective Transition and Training

Dr. Beckenhauer begins by highlighting a significant transition within her practice: the departure of a long-term employee due to policy issues. This employee devoted six weeks training other staff members to assume her responsibilities. Initially, her coworkers relied heavily on her for task-related queries. However, a shift occurred when they began acting more independently, seeking her assistance predominantly for patient interactions. This autonomy proved to be more effective, demonstrating the importance of fostering self-reliance among staff during transitions.

Delegation of Critical Tasks

One of the overarching concerns Dr. Beckenhauer discusses is the delegation of vital tasks such as submitting pharmacy numbers to the Prescription Drug Monitoring Program (PDMP) database. Given the significance of this task and the inefficiency of her current Microsoft-reliant system, she is assessing the potential purchase of a faster computer to expedite the process. This highlights her proactive approach to maintaining operational efficiency while delegating critical responsibilities.

The Role of an Office Manager

Despite previous unsuccessful attempts at training an office manager, Dr. Beckenhauer expresses a strong desire to have one to handle administrative duties, allowing her to dedicate more time to patient care. This aspiration reflects the ongoing struggle many private practices face: finding the right balance between administrative management and patient engagement.

Challenges of Staff Turnover

The episode delves into the personal sacrifices and challenges tied to staff turnover in a private practice setting. Dr. Beckenhauer shares how each new hire and departure requires a reevaluation of processes and roles, which can be both time-consuming and disruptive. This constant flux underscores the delicate nature of staffing in a healthcare environment that thrives on consistency and reliability.

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Virtual Assistance: A Potential Solution?

Post-conference considerations have led Dr. Beckenhauer to explore virtual staffing solutions. However, she remains skeptical about their integration in a rural setting where personal recognition and face-to-face interactions are highly valued. This skepticism reflects broader challenges in balancing technological advancements with the needs of a close-knit community.

Managing Staffing Levels

Determining the appropriate staffing levels poses a continuous challenge for Dr. Beckenhauer. Her practice has experienced periods of both overstaffing and understaffing, each with its own set of difficulties. The COVID-19 pandemic further complicated this balance, leading to a heightened need for flexible staffing solutions.

Cross-Training for Flexibility

To adapt to these challenges, Dr. Beckenhauer's practice employs a strategy of cross-training, where staff members are trained across various tasks. This approach ensures flexibility and coverage, fostering a team culture that emphasizes mutual assistance and task sharing. Regular team meetings every four to eight weeks help in updating roles and addressing any issues that arise.

Reevaluating Processes

Dr. Concepcion poses an important question about the need for regular reviews of standard operating procedures (SOPs) to adapt to changes in staffing and operations. Dr. Beckenhauer acknowledges the importance of this practice, emphasizing that maintaining up-to-date and effective SOPs is crucial for smooth practice management.

Building Strong Relationships

A significant theme in Dr. Beckenhauer's approach is her commitment to maintaining strong relationships with her staff and service providers. She gives employees multiple chances unless a serious mistake is made and strives to document all interactions to ensure accountability. This approach not only aids in making objective decisions but also reinforces the human element within the workplace.

In conclusion, Dr. Beckenhauer's experiences and strategies provide invaluable insights for anyone managing a DPC practice. Her dedication to efficient training, thoughtful delegation, and maintaining staff relationships underlines the complex yet rewarding nature of healthcare management. As Dr. Concepcion wraps up the episode, she extends an invitation to listeners to join the My DPC Story Patreon for more exclusive content and encourages subscriptions and reviews for the podcast.

Dr. Amber Beckenhauer's journey, marked by adaptability and a commitment to excellence, offers a roadmap for others navigating the ever-evolving landscape of Direct Primary Care.