How to Build a High-Performing Team for Your Clinic with the Skill-Will Matrix

As a clinic owner, you might already have clinicians and admin staff who aren’t performing at their best, or perhaps even underperforming. But how do you identify those individuals and take action quickly? In this post, I’m going to introduce you to a powerful tool – the Skill-Will Matrix – that will help you assess your team and create a plan to build a high-performing clinic that drives growth and gives you the freedom to work on your business or spend more time with your family.

Meet Dave O’Sullivan, Your Guide to Building a High-Performing Clinic Team

My name is Dave O’Sullivan, and I am an international sports physio with 17 years of experience. I also run my own clinic in Huddersfield, UK. Over the years, I have had the opportunity to make strong hires, develop new graduates into top-tier clinicians, and learn valuable lessons from past hiring mistakes. It wasn’t until I fully understood the Skill-Will Matrix that I gained the clarity needed to identify which staff members were truly driving the success of my clinic and which ones needed to go.

Let me show you how the Skill-Will Matrix works and how you can use it to evaluate your team and build the clinic you’ve always envisioned.

Understanding the Skill-Will Matrix for Staff Evaluation

The Skill-Will Matrix has two key components: Skill and Will.

• Skill refers to a person’s technical ability and competence in their role.

• Will refers to a person’s willingness, motivation, and attitude toward their work and the clinic’s goals.

Here’s a quick breakdown of how this matrix is structured:

• X-axis (Will): Measures a staff member’s willingness to go above and beyond.

• Y-axis (Skill): Measures their technical ability and competence.

The Four Quadrants of the Skill-Will Matrix

1. High Skill / High Will: These are your go-to clinicians and admin staff. They’re highly skilled and motivated to help your clinic grow. This is the ideal group.

2. High Skill / Low Will: These staff members are technically skilled but have low motivation or willingness to work with the team or go the extra mile. Although they’re driving revenue, their attitude and behaviour can harm the culture, and over time, they might even cause you to lose other good team members. This is a tough one to manage, but it’s crucial to address.

3. Low Skill / High Will: These people are eager, motivated, and willing to learn. They may not yet have the technical skills, but with the right training, they can grow into high performers. They are a great investment if you focus on their development.

4. Low Skill / Low Will: These are the individuals who need to be removed from your team immediately. They have neither the skills nor the willingness to succeed, and they’re likely draining energy from the team and impacting the clinic’s culture.

How to Handle High Skill / Low Will Employees in Your Clinic

In my experience, the hardest staff members to let go of are the high skill / low will individuals. These employees are often great at their jobs and bring in revenue, but they have poor attitudes and lack alignment with the clinic’s values. Their behaviour can negatively impact team morale and clinic culture.

Even though they may be contributing to short-term revenue, their lack of willingness to align with the team can affect the long-term sustainability of your clinic. They may be resistant to change, have an ego, or simply aren’t invested in the clinic’s success. While it’s a difficult decision to make, you’ll need to address their attitude by providing constructive feedback and implementing a development plan. This will allow you to monitor their staff performance and evaluate whether they can improve their alignment with the clinic’s core values. If they don’t respond to the feedback and development plan, it may be time to consider their future with the clinic to protect the overall culture and team performance.

Real-Life Example: The Impact of High Skill, Low Will Staff

Let me share a story to illustrate this. A clinic owner I spoke to was panicking about losing a high-revenue clinician. This clinician was excellent at driving sales, but it quickly became clear that she wasn’t aligned with the clinic’s values and didn’t support her colleagues. She was also considering a job offer from another clinic.

Once the clinic owner applied the Skill-Will Matrix, they realised that even though this clinician was generating revenue, her behaviour was damaging the clinic’s culture. The owner also recognised that this was an objective assessment, where even high performance in sales couldn’t overshadow the relevant issue of cultural fit. Eventually, she took the offer from the other clinic, and the clinic owner feared that they’d never be able to replace her.

However, the clinic owner followed the process and hired a new graduate therapist who was in the low skill / high will quadrant. This new hire, with the right training and onboarding, quickly became a top performer and generated the same amount of revenue as the more experienced therapist. The clinic’s culture improved, and the clinic owner was able to achieve a better profit margin.

This is a perfect example of how low skill / high will individuals, with the right support, can become just as valuable – if not more – than the high-skill, low-will employees.

Onboarding New Staff to Boost Their Skill Levels

When you hire a new staff member, they often start in the low skill / high will quadrant. This is where your onboarding process comes into play. A solid training programme can help them transition to the high skill / high will quadrant.

It’s not just about hiring the right person; it’s about giving them the platform to develop the necessary skills for private practice. In our clinic, we focus on creating a dynamic onboarding experience that gets new hires up to speed with essential skills like patient communication, treatment planning, and the ability to exceed expectations.

By following this onboarding process, we can quickly develop our team members into high-performing clinicians who not only meet but exceed the clinic’s standards.

Using the Skill-Will Matrix to Optimise Clinic Growth

To audit your own team, list each of your staff members and place them on the Skill-Will Matrix. Be honest with yourself about each person’s level of skill and willingness to go the extra mile.

Ask yourself these questions:

• Does this person regularly go above and beyond?

• Are they aligned with your clinic’s core values?

• Are they consistently hitting the key performance metrics for their role (such as patient visit averages or rebooking rates)?

It’s important to evaluate the performance of each team member based on these criteria. Take note of their contribution to the clinic, both in terms of revenue generation and team dynamics. Use the data and your honest employee evaluation to make decisions about who stays, who needs further training, and who needs to go.

The Financial Benefits of Using the Skill-Will Matrix

By auditing your team using the Skill-Will Matrix, you can unlock new growth opportunities for your clinic. Moving people from low skill / low will to high skill / high will can significantly increase your clinic’s profitability – without needing to bring in additional patients. It’s all about optimising your existing team’s performance. Regular performance reviews based on the Skill-Will Matrix will help you track progress and ensure everyone is growing in the right direction.

Conclusion: Building a Successful, Profitable Clinic with the Skill-Will Matrix

The Skill-Will Matrix is a valuable tool that helps you make clear decisions about your team. By gathering information through staff assessments and aligning their skills and will with your clinic’s values and goals, you can build a high-performing team that drives clinic growth, fosters a positive culture, and most importantly, gives you the freedom to work on your business or spend more time with your family.

If you want to prepare for this process, feel free to reach out to me on Instagram or LinkedIn to get a copy of the Skill-Will Matrix template to audit your own team. I’m always happy to help.

Now, go ahead and review your team. Start making decisions that will lead to a stronger, more profitable clinic!

If you’re serious about developing a high-performing team without burning yourself out, my Train My Clinician program can help. It’s a ready-made training system designed to accelerate your new hires’ growth, boost their confidence, and improve clinical results—while protecting your clinic’s profit margins. Want to learn more? Reach out or click here to see how it works.

Frequently Asked Questions (FAQ)

What is the Skill-Will Matrix?

The Skill-Will Matrix is a tool that helps clinic owners evaluate their staff based on two key factors: skill level and willingness. Skill refers to the individual’s expertise and ability to perform their role, while will measures their motivation and alignment with your clinic’s core values. The matrix helps you identify high-performing staff and recognise areas for improvement in your team. It also provides a structured framework for delivering performance feedback, ensuring that your team members understand where they stand and how they can grow.

How can the Skill-Will Matrix help me with my hiring decisions?

By using the Skill-Will Matrix, you can assess whether a potential new hire aligns with your clinic’s core values and if they possess the necessary skills for the role. It also helps you spot potential issues in your existing team, making it easier to identify who to keep, develop, or let go. This tool is key in creating a team that supports your clinic’s growth and culture.

Can the Skill-Will Matrix be used for admin staff as well as clinicians?

Yes, the Skill-Will Matrix is a versatile tool that works for both clinicians and admin staff. While the skill side of the matrix may look different for admin staff, their willingness to go above and beyond, demonstrate strong communication, and align with your clinic’s culture is just as important. By assessing admin staff this way, you ensure that all roles within your clinic contribute to its success and growth.

How often should I audit my team using the Skill-Will Matrix?

Regularly auditing your team using the Skill-Will Matrix is essential for keeping track of employee performance and growth. I recommend doing an appraisal every 6 to 12 months, especially after key business milestones or changes. This ensures that your clinic is always operating with a motivated, high-performing team that aligns with your vision.

How can I improve the skill level of staff members who are high in will but low in skill?

To improve the skill level of staff with high willingness but low skill, focus on creating a comprehensive training and onboarding program. Assign them to specific tasks and projects that gradually increase in complexity, allowing them to develop their skills in a structured way. Implement effective performance management practices by providing regular feedback and constructive guidance on their progress. Make sure that your new hires receive ongoing mentorship and support as they develop their skills. By giving them the right tools and resources to succeed, you can help them quickly move from low skill to high skill, benefiting both the individual and the clinic.