What is experience worth? If you needed surgery and had a choice between a surgeon who had performed the procedure a few times or one who had performed thousands of cases, which one would you choose? Do you apply the same standard to those who work for your practice? You should. Your employees are one of your most important assets. They shape the experience of every patient who walks through your doors, perhaps even more than the physician. I can’t tell you how many times I have heard of a patient leaving a medical practice not because they didn’t like the physician, but because they could no longer take the front desk staff, the person who answers the phones or a rude nurse. And many of those unhappy patients went on to share their negative experiences with friends, family, co-workers and even beyond through social media and online reviews. Rather than simply looking at the cost of an employee (what you must pay them), be sure to look at their overall value (their experience and what they bring to your practice). With experience comes knowledge, skills and the ability to adapt to different people and situations. Good, experienced employees forge relationships and connections that create tremendous value for your practice — value you might not even fully realize until it is gone. In the world of healthcare today, we all face demands for cost-cutting and increased efficiency. However, when it comes to your staff, cutting corners may save you money for awhile, but is likely to end up costing you far more down the road.