Running an Adoption Review When One Clinic Falls Behind

An account expansion should pause long enough to understand why a single clinic has not adopted the intended workflow. A strategic account manager can convene the people who own local operations, education, and support, then distinguish verified facts from assumptions about resistance.

Ask what evidence shows the adoption gap, what changed since training, and which leader can describe the clinic’s current process. Staff turnover, scheduling constraints, and local policy questions require different next actions. Do not tell the customer to enforce a workflow or suggest that product use alone determines patient care.

An ambulatory director says, “The clinic agreed months ago. Can you make them follow the process?” The manager responds, “I can help us understand what the clinic is experiencing and identify the right support. Could we meet with its manager and education lead to review the current workflow, training coverage, and any local dependencies? Once the customer owners confirm the blocker, we can agree on a readiness step and the person responsible for it.”

This approach turns frustration into a conversation that establishes local facts. It also keeps ownership with the health system’s operating leaders.

For practice, make an agenda for an adoption review with evidence, local owner, dependency, and next action. Have a peer challenge you with a demand for enforcement. A strong response asks for the operating fact that would change the support plan and records who can verify it.