A practice owner’s silly season to-do list

It is December and it feels like there’s plenty on the to-do list – the year is coming to an end, and things are winding up.
 
Time to think about what we need to do to manage any practice changes such as extended closure or reduced staffing over the silly season.
 
As with everything practice-related, the actions you take now will set you up for success, allowing you to have a proper rest before tackling the new year.
 
Here’s what’s on my radar.
 
Managing leave and staffing gaps
If you’re a practice owner, you will already have considered what kind of staff coverage you will need over December and January and how you will manage leave.
 
If you’ve got a locum coming in, you’ll need to think about what supports they need in terms of induction to practice policies and procedures as well as clinical handover.
 
All staff working through this period should be made aware of key contact details and what to do in the event of a crisis or emergency.
 
Keeping patients in the loop
Think about the various channels through which your practice communicates with patients and how you will notify them of any practice changes.
 
First order of business will be changing email autoreplies, voicemail messages, opening hours on your website and with Google, and information displayed in booking apps such as HotDoc, HealthEngine and Automed.
 
Test these systems so you can be sure they’re working before you go.
 
Think too about communicating changes via signage at your practice and posts on social media.
 
Ensure your patients have a clear idea of who they need to contact if they require urgent medical care during a period of closure or reduced hours.
 
In addition to quoting the triple-zero emergency services number, you might also provide contact details for a medical deputising service, 1800Medicare, virtual emergency department (in some states), telephone counselling service, or a local hospital.
 
Keeping physical assets safe
If your practice is closing for an extended period, make sure your practice is secure with alarms or security cameras and that only authorised personnel have access to the site.
 
Ensure that cold-chain management procedures are in place so that medications and vaccines kept refrigerated on the premises are safe to use upon your return.
 
Rolling out the ‘backup’ plan for your digital assets
One often overlooked element of closure planning is your digital assets.
 
Ensure that your practice has a backup copy of all essential data in an offsite location, and that you know how to access and restore this if required.
 
Shut down or turn off non-essential devices such as computer monitors to reduce risk – every little bit helps the environment too.
 
Fending off cybercriminals
Have you got a plan for what to do if your practice is targeted by cybercrime over summer?
 
Phishing and ransomware attacks increase in December, in part because we tend to get distracted around this time of year and mightn’t check suspicious emails as closely.
 
Remind your colleagues of the need to be vigilant with data security, and if disaster strikes, consult the RACGP’s resource, ‘How to respond to a cybersecurity incident’.
 
The best Christmas puddings are prepared well in advance of 25 December, so take the time to protect your practice now and you’ll have a good recipe for relaxation later.
 
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Christmas digital practice management Rob Hosking