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How to Handle Staff Cell Phone Use in Your Practice

 

 

How to Handle Staff Cell Phone Use in Your Practice (Without Losing Your Sanity)

Let’s talk about something every practice owner eventually runs into: staff cell phones.

You’ve probably heard stories—or lived them. A team member texting during patient hours. An assistant checking Instagram between patients. A front desk coordinator who swears it’s just a “quick family emergency.”

You’re not alone. Doctors across the country share this same frustration. The good news? There’s a way to handle staff cell phone use without creating conflict or confusion. And it starts with clarity.

Why Cell Phone Use Is a Bigger Deal Than You Think

This isn’t just a productivity issue—it’s a professionalism and profitability issue. Every minute lost to personal phone use is a minute your practice is not serving patients or building trust.

Worse, it sends the wrong message. Patients notice when phones are out. They assume they’re not your top priority. And your team starts to blur the lines between work and personal time, creating a culture where distracted work becomes acceptable.

A Simple 3-Part Plan for Tackling Cell Phone Misuse

Here’s a quick framework we use with startup practices—and it works for established teams too:

  1. Set the standard: Don’t assume your team knows what’s okay and what’s not. Write a clear policy. Define “appropriate use,” designate break areas, and explain consequences.

  2. Script the conversations: If someone is crossing the line, don’t wing it. Use respectful, professional language. For example:
    “Hey Sarah, I know it’s easy to forget, but we’ve committed to no phone use outside of breaks. Can you keep your phone in the back while patients are in the office?”

  3. Create buy-in: Bring your team into the conversation. Ask them to help co-create the policy so it’s not just a top-down rule—it’s a shared agreement.

Common Objections—and How to Handle Them

  • “But what if there’s a family emergency?”
    Totally valid. Clarify that emergencies are the exception, not the norm. Encourage team members to inform the doctor or office manager when these situations arise.

  • “I’m a great multitasker.”
    Nope. Studies—and a really compelling basketball video we share in our Startup Practice Blueprint course—prove that multitasking reduces effectiveness and attention to detail. It’s not about working harder, it’s about working smarter.

  • “Everyone else does it.”
    That may be true—but you’re not building a practice like everyone else. You’re building a team that reflects your values, your standards, and your vision.

Final Thought: Be the Leader They Deserve

This is one of those “small things” that actually has a big impact. Set the tone early. Lead with clarity and confidence. And remember—people want structure. They want to know the rules. They want to be part of a team that operates with excellence.

Start with a simple conversation. Stick to your standards. And don’t be afraid to revisit the policy as your team grows.

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