Documenting Systems and Operations

Standard Operating Procedures (SOPs) are step-by-step guides that ensure consistency, efficiency, and accountability in daily operations. By documenting and standardizing tasks, SOPs empower staff to work independently, streamline training for new hires, and free up doctors and office managers for higher-level responsibilities. Well-implemented SOPs benefit everyone in the practice by reducing errors, improving patient care, enhancing client/patient experiences, and providing clear expectations for staff. Without SOPs, practices risk operational inefficiencies, employee frustration, financial losses, and potential legal issues. Investing time in creating and maintaining SOPs ultimately saves time, boosts productivity, and can significantly improve profitability. 

The SOPs must serve the organization and should be tailored to be meaningful and helpful. The following is a non-exhaustive list of areas to look at when establishing SOPs:

• Clinical Operations: admissions, exams, surgical, preventative and emergency care, as well as euthanasia, ambulatory, and referral criteria

• Pharmacy and Inventory Management: controlled substances, medication dispensing, ordering/stocking/counting supplies, and ambulatory vehicle inventory, if applicable

• Client Services: communications, financial polices, and complaint resolution

• Staff and Facility Management: staff training and onboarding, safety, sanitation, equipment, and ambulatory vehicle maintenance

• Technology and Data Management: practice management software, telemedicine, file maintenance/electronic retention, and cybersecurity

• Compliance and Regulatory SOPs: recordkeeping, licensing/accreditation, waste disposal, DEA controlled substances logs

• Additional Operational SOPs: appointment setting, hospitalization, and practice communications

However, the SOPs should be tailored to provide the level of detail required by the owners and the organization. Successful implementation involves integrating SOPs into training and performance evaluations, ensuring accountability at all levels. By fostering staff engagement and recognizing excellent performance, SOPs create a culture of consistency, efficiency, and continuous improvement, ultimately supporting the practice’s long-term success.