As many of you know – I am extremely protective of my time – and want to make every minute count.
Imagine my frustration when my local doctor was over 60 minutes late calling me into his room for a scheduled appointment – even though I rang less than 2 hours before to check if he was running on time.
The helpful admin person happily informed me when I rang that “The doctor is on schedule so please come at the set time”.
As my appointment time came and went – I became more irate the longer I sat in the waiting room.
However – in my usual “how can I get value out of this situation” approach- I started observing the activities of the admin person in closer detail.
I had a great vantage point to see what was happening.
The waiting room was just around the corner from the main admin desk – but I was still able to see the admin persons computer screen – without her realising I could see it.
Let’s see what she gets up to.
What I observed was bordering on fraud – but was certainly theft.
This admin person – spent the full hour I was observing – flicking back and forth between facebook, twitter and her private email account – interrupted only by calls on her mobile and to send a few text messages.
Busily typing personal messages and updates – so she appeared productive to anyone not aware of what she was actually working on.
She quickly minimized these programs when the doctor came out of his room – and only sometimes when the phone rang and she had to make an appointment for a patient.
Whilst I saw some humour in the situation – ie. me being kept waiting by a doctor being totally ripped off.
It did get me thinking about the incredible waste of manpower and resources we see in many businesses – and the owner working away – none the wiser – while their team steal time and money from the owners pockets.
I don’t have time in this article to offer a complete solution, however I do know many employers (me being one) – who had their tech guys block all social media sites from work computers.
I know others who make employees place all mobiles and electronic devices in their lockers before starting work.
And others – I love this – who installed 24/7 video cameras at the front desk.
I encourage all health business owners to take control of the “time theft” in your business and ensure all team members give a full days work for a full days pay.
It is only fair.
The issue of “staff control” and ” compliance” is one of the major topics I will be covering in the upcoming Australian seminar series — I am sure you will enjoy the content – as controversial as it may be.
You can find out more and register at :
A note for my UK subscribers – I will be presenting some of the material from my Australian series at the special midweek lecture in London on the evening of Wed September 18th.
UK readers can register for the UK version “Business Success Principles for Health Professionals” at: