7 Reasons a Policy & Procedure Manual is so Important for Your Healthcare Franchise

7 Reasons a Policy & Procedure Manual is so Important for Your Healthcare Franchise

By: Christine Dura

Every healthcare franchise needs a map to chart the course of the business and stay on track. It comes in the form of a Policy & Procedure (P&P) Manual, which outlines your business practices for employees and business officials.

When you have this manual, you and your team are prepared when problems arise, when new employees come on board, and as your business grows. A well-made P&P manual provides guidance along the way, outlining procedures and confirming the legitimacy of your business.

These are seven reasons a P&P manual is so important for your healthcare franchise.

Contracting and Credentialing

Many insurance companies will require a P&P Manual when they consider insuring you. They want to see that you have rules in place to assure a quality of care for your patients, and will need it before offering contracts or awarding credential.


In order to receive your UCAOA Accreditation and Certification, you will also need a P&P Manual. Other licensing agencies will also ask for it. Remember – as healthcare franchise policies change, so must your P&P Manual.  Be sure it is up-to-date with the latest rules!

Training & Staff Development

When you hire new employees, providing a thorough manual will help integrate them into your business and understand all the rules that are in place. It will help guide your employees by establishing systems for different procedures, outlining workplace expectations, and developing the culture of your healthcare franchise. The manual will make the onboarding experience more efficient and more productive, and outlining the expectations eliminates any communication errors.

Establish Rules

Businesses in the medical field must be particularly stringent about following rules and policies to maintain the health and safety of their patients. Use the manual to establish rules on everything from patient privacy to federal regulations. Clearly written-out rules will help everyone be on the same page, and make the job of the HR team much easier.

Maintain Consistency

Providing excellent care for your patients hinges on consistency, and a comprehensive P&P manual helps establish set protocols. When your employees don’t have to remember every little detail, and can consult a manual when they’re stuck, your healthcare franchise is safer for everyone.


Your manual should include step-by-step processes for dealing with the processes of federal standards, e.g. HIPAA, OSHA, BBP ECP, CLIA, EMTALA, CMS Conditions of Participation, DNV/Joint Commission. Make sure you keep your manual up-to-date as these policies change.

Growth & Success

A detailed P&P Manual will stay with you through the entire journey of your healthcare franchise. When you establish protocols and procedures, your entire staff can work together as a team to care for your patients and grow your business. Creating documentation early on shows you have a vision for the future of your business.

OrthoNOW is the first and only Orthopedic franchise. Contact Christine Dura at Christine@orthonowcare.com for more information about franchise opportunities.

Christine has over 25 years of quantifiable executive management and franchise related leadership experience within the US and internationally with notable franchise startups in the service, technology, retail, food, health and wellness, financial service, medical care, technology and professional services.   As a Senior Franchise Executive and Entrepreneur, Ms. Dura has been both an individual contributor and has successfully led world-class teams.

Ms. Dura excels at partnering with all core business operations to significantly increase the company’s foot print, expand market share, and generate sustainable revenue and EBIT gains.  Her proven successes, combined with her Master Degree in Training and Development, have shaped Ms. Dura’s uncanny ability to identify opportunities, build mutually rewarding partnerships and produce remarkable results. 

In addition, as a four-time Master and Unit Franchise Owner, Ms. Dura is in a very unique position to leverage her experiences and reputation at all levels in franchising along with her vast personal and professional investor network to drive immediate and long term results.   As OrthoNOW’s Chief Development Officer her role is to identify critical gaps in franchise growth and implement strategies to drive results. Her unique background allows her to leverage past experiences and solid reputation to spearhead OrthoNOW’s national expansion plans.