The FPAC Model for Relationship Management

The FPAC Model

FPAC is an acronym for a framework that we developed to help manage different relationships in medical and dental clinics. Within each of the relationships, we’ve identified some central values to uphold in order to build and maintain positive rapport.

So what are some of the key relationships in a clinic and what values should you centralise within each of them?  

1. Employee > Employer

• Fair Pay 
• Fun working environment
• Future path (skills that can be transferable) 

2. Clinic > Clinic (Value/Focus)

• Patient care 
• Professionalism 
• Proficiency 

3. Patient > Clinic

• Affordability (cheaper)
• Accessibility (faster)
• Advanced care (better)

4. Employer > Staff (staff to colleagues) 

• Commitment
• Character
• Capability

Applying FPAC

Let’s think of a scenario in which we could apply this framework, specifically how to apply the framework in Employee > Employer relationships in regards to recruitment. 

A valued staff member Joanne has recently left your clinic and you need to hire a replacement.

A common mistake that employers make is that they look for a Joanne 2.0 (identical to them in personality, experience and characteristics), thinking that they’ll be able to perform exactly like their predecessor.

However, your new staff won't necessarily be a carbon copy of the old staff nor do you want them to be.  In the process of looking for a Joanne 2.0, you may be dismissing candidates that are potentially a better fit for your clinic. 

Applying the FPAC model, regardless of their personality or traits, you want to look for an employee that:

• Knows your service:  Patient Care, Professionalism (policies and procedures) and proficiency (sustainable profit). 
• Has Character, are Committed to serving the community (colleagues and patients) and are Capable (able to help patient make a booking and process payment). 

In return as an employer you will give them: 

• Fair pay (this is where most business stop) 
• Fun and safe working environment (the employee has to think their workplace is fun and "safe")

Future Path (you should actively knows and support staff to transition in the next 3+ years). Either they stay and there's worthwhile reason to stay or you are training them in transferable skills that will prepare them for their future.

As with any organisation, relationship management is key to the success or failure of a medical or dental business. Applying the framework can help proactively identify issues and resolve them at a fraction of the time as opposed to reactive spot fire resolutions.