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Extreme Makover: The Homecare Edition

Extreme Makover: The Homecare Edition. Presented By Louis Feuer , MA, MSW www.DynamicSeminars.com IAMES 2008 Annual Meeting. Why do I need a new paint job?. Increased competition. Complexities of federal regulations does not deter new companies from entering the field.

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Extreme Makover: The Homecare Edition

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  1. Extreme Makover: The Homecare Edition Presented By Louis Feuer, MA, MSW www.DynamicSeminars.com IAMES 2008 Annual Meeting

  2. Why do I need a new paint job? • Increased competition. • Complexities of federal regulations does not deter new companies from entering the field. • Standing out from the crowd is becoming a necessity. • The internet is impacting customer expectations. • The economy and costs requires us to continue to re-evaluate expenses. • The consumer is better educated and looking for state of the art. • Consumer looks for new and improved programs.

  3. Fixed costs increasing. • Employee costs continue to increase. • Customer is overwhelmed by media advertising – information overload. • Operational complacency. • Good makeovers often generate employee and business enthusiasm. • Competition and competing in the marketplace demands periodic makeovers.

  4. Makeovers First Require a Mirror That Looks Back • Learn to not repeat the errors of your past. • List what works and understand why. • Think about a strategic plan which first focuses on what you will not do again! • Look back on return on investment – and do not only think about financial returns. • Focus on the customer – what they like, appreciate and talk about.

  5. Makeover Departments • People • Programs • Operations • Marketing

  6. People • Evaluate your warehouse of skills both clinical, operational, management. • Are your people being prepared for new addition of new business technology? • Are they inflexible? • Are they being included in your continuous quality improvement program? • Have they been reminded about patient and customer focused issues?

  7. Programs • Programs must begin to capture data. • Ultimately reduce healthcare costs. • Allow for more efficiency and productivity of existing staff. • Develop shared risk with the patient. • Create a positive brand. • Exhibit a you care attitude for referral sources to see which will make them care more about working with you.

  8. Operations • Flow chart all operations from the time the order or request is received to the time the nurse or product is delivered. • Look for road-blocks. Could they be people related? • Create check-lists for those tasks that involve a process. • Consider how departments must work together – yet never meet together. • Look to avoid repetitive behaviors. • Manage time.

  9. Marketing • Plan ahead for all events. • Chart costs to attend, participate. • Prepare for expenditures. • Think about marketing events not being done by others. • Do your marketing materials look like everyone else’s? • Have you integrated your self into the community – associations, projects and events.

  10. Makeover the Mission • Instill a business mindset into the thinking of your colleagues. • Talk about the customer focus. • Focus on building relationships. • Business is built through the relationships with people we work hard at developing and cultivating.

  11. Make the Makeover a Company Event • Continue to solicit suggestions. • Reward the most valuable. • Ask people – if this were their company and we were all starting again from the beginning, what are the top three things they would make sure are always done! • Allow each department to complete a year-end review and provide recommendations for improvement. • NEVER discourage new ideas, regardless of their value – at least you know people care about making your company a better place for patients and employess.

  12. Comments to Avoid • That will never work. • I can’t believe you said that. • We’ve done it this way for years . . .

  13. Review Your Priorities • Is it always just about the money? • Are company priorities continually shared with all staff. • Focus on today and what are colleagues at work can hopefully expect in the future. • Emphasize the search for new patients, exciting products, new marketing ideas and new relationships.

  14. A Management Makeover • Don’t let being the boss take over your ego. • While you may be a boss, don’t be a boss! • Take the “I’ out of your descriptions of the company’s success. • While you may be a manager, owner or director, you must still be a team player. • Build ego’s, don’t destroy them.

  15. Get a Life!

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