Our customers want to know they are getting the best healthcare possible, just as we would want if in their position. As such, it is critical that we instill in our organizations an expectation that we will deliver that healthcare to the utmost... 1st place, if you will. Even when we fall a little short of perfection, we have a self-correcting, ever-improving attitude to keep the winning expectation in place. In today’s podcast, Clint elaborates on this concept, making certain we don’t settle fo...
Apr 16, 2010•8 min
In the healthcare profession, as in many businesses, it is the cash flow/payment/reimbursement process that is the lifeblood that enables us to do what we do... in this case, to take care of people. In healthcare in particular, there are ample opportunities for mistakes to occur which can deprive us of money that is rightly/morally/ethically/etc ours but has resulted instead in money left on the table unclaimed. The surest way to combat this needless situation is to ensure that everyone in the o...
Apr 15, 2010•8 min
Care Crowd Creed #3 - Teaming makes it easier... While lots has been discussed in prior episodes as to the advantages teaming in organizations, less has been covered in regards to how those teams are formed in the first place. In today’s episode, Clint elaborates on the reasons why it is often helpful to have the team leader handpick many of the positions during team-formation from their co-workers. This helps to build a group that is already cohesive (hopefully) and comprised of members who are...
Apr 14, 2010•8 min
Clint has discussed ‘step-up’ behavior in previous podcasts - it is that ability and innate drive to take things to the next level of effort when it is called for in order to ensure success. This extra effort has the added benefit of not only ensuring this success, but it brings about added bonuses in the process. Listen in today to learn about these extra perks, as well as knowing how and when to join-in on providing step-up actions as the need arises. It is one of the greatest paybacks in the ...
Apr 13, 2010•8 min
Teaming makes it easier - even if that team is as small as two people. Even though the two may address implementing solutions from different vantage points or tasks, the common vision makes the pair more effective than either one can be separately. It is crucial that we all have that sort of relationship in our daily work with a partner who helps to ensure that the progress continues daily, in the fashion of the 50-50 relationship that has been discussed in other episodes. For Clint, that person...
Apr 12, 2010•8 min
Today, Clint discusses Service Standards. These are devices that provide clear, concise deliverables or expectations that are required of all staff of an organization. They provide the high-level basis upon which more detail-level components can be built as the means for delivering on these standards. He provides some examples provided by a recent client visit such as ‘Communication’ which entails the various facets the organization utilizes to ensure communications between staff are productive,...
Apr 09, 2010•8 min
Making a difference - it is at the heart of why we are in the healthcare profession. We each have a critical role to play in delivering great differences for our customers. Some days, we may do things that are are home-runs. Other days, our efforts may seem fairly routine (but are nonetheless vital that they happen). It is a great occurrence when our efforts can result in a lasting impression that lingers on long after the initial event. These are living, ongoing testaments to differences that w...
Apr 08, 2010•8 min
In any marketplace, there will be competitors for customers. Healthcare is no different. Your organization should naturally be doing its best to meet and exceed the customer needs for that marketplace. That said, while it may seem counter-intuitive to want to have good competitors, it is actually a good thing to have worthy competition fighting for your customer base. This helps to foster even better customer service, as well as to provide fertile ground for innovation and fresh thinking. Better...
Apr 07, 2010•8 min
Remember your Care Crowd Creed - Teaming Makes It Easier! One way we can utilize this aspect is by implementing the concept of Team Rounding. Making rounds doesn’t have to be an activity reserved only for management staff. Team members can take time to observe the goings-on of their environment and interact customers and fellow staff. There will be lots of opportunities for praise, as well as the occasional opportunity to spot an issue that can be corrected without need for blame or finger-point...
Apr 06, 2010•8 min
In healthcare, there will always be periods when things get a great deal busier than usual. That needs to be viewed as a good thing! Our customers don’t want to be customers in the first place, but as long as they are, we would rather them be our customers rather than the competitor’s down the road, in this economy especially. That concept of being ‘slammed’ thusly needs to be viewed as an opportunity, not as an occasion of defeatist beleaguerment. Make sure we carry an attitude that is up to th...
Apr 05, 2010•8 min
That forth tenet of the Care Crowd Creed - ‘I make a difference’ - is huge. Without it, the first three tenets have little effect. If no one chooses to make a difference, then healthcare has a very hard climb uphill at being ‘cool’ with great customers and helpful, successful teams. As such, the key to making a difference starts with you accepting the responsibility to do so. Listen in today as Clint discusses some of the many ways we need to do engage in our responsibilities (and even some ways...
Apr 02, 2010•8 min
Tackling tough issues when and where they need to be dealt with sometimes requires an amount of assertiveness, but is necessary to break through logjams to not fall victim to time sensitivities. It is a necessary component to leadership and can be (and should be) practiced by all levels of staff members. As Clint has discussed on previous programs, the best solutions are nearly always determined at the lowest level possible by those immediately familiar with and directly capable of implementing ...
Apr 01, 2010•8 min
In many sports, it is often a game of inches, where even a very small discrepancy can spell the difference between success and failure. It is often no different in healthcare. Our accuracy in our daily tasks is often the deciding factor in determining successful outcomes for our customers, and in following, our organizations. Even slight lapses in our diligence to accurate work can have weighty, downstream consequences. Be sure that as we go about our tasks of ‘making a difference’ in healthcare...
Mar 31, 2010•8 min
When you experience that initial moment of awe and excitement with a particular event, there is often an accompanying ‘glow’ on your face that indicates to others your inner buzz. Today, Clint discusses that moment that occurs so often with healthcare professionals. More importantly, he offers some tips and hints for keeping that glow on an ongoing basis while also fostering the glow in your customers and co-workers.
Mar 30, 2010•8 min
The key thing about your future is that it is YOURS. You are ultimately in charge in getting where you want to go. No one else will do it for you. That said, not everyone works in a career that is ultimately where they want to be, but that is no reason why they can’t be using those downstream skills and talents in their current work environment. In fact, when you can match these desired skills and ambitions with the direction your organization is also heading, great opportunities for advancement...
Mar 29, 2010•8 min
As Spring has now sprung upon us, it is a great time of year to do our ‘Spring Cleaning’. In tandem with the changes now occurring in regards to the healthcare reform, any remnants of the ‘old way’ of doing things need to be swept out the door. Now is the time to be examining our systems, attitudes, policies, procedures and so forth to ensure that we are ready to embrace the ‘new ways’ now upon us, both internally and externally. Listen in as Clint discusses some areas you want to be sure to add...
Mar 26, 2010•8 min
Teams exist in varying states of effectiveness. Sometimes 1+1+1=3 (the expected work gets done, but nothing else special is happening). ‘Pretend’ teams don’t even get that far. When synergy can be reached, 1+1+1 can = 4 as more gets done beyond just the baseline with less effort. Today, Clint discusses High Performance Teams where 1+1+1=10 on a continuous basis. There are unique characteristics and outcomes from these kinds of teams. Learn more about these kinds of teams and how to foster them i...
Mar 25, 2010•8 min
In real estate, the mantra is location, location, location. In a people business, such as healthcare, it is customer, customer, customer. In today’s episode, Clint discusses how this founding concept of putting the customer first is the basis upon which the entire entity of healthcare is built. As such, it is also the underlying basis of the Care Crowd. If we cannot choose to put the customer first, it is unlikely we can truly and effectively demonstrate that healthcare is cool, customers are gr...
Mar 24, 2010•8 min
Last night, the House of Representatives voted to approve/move the Healthcare Reform bill on to the Senate for final disposition. Needless to say, change is likely coming. Today, Clint discusses how we need not get caught up in the ‘drama’ of change (the dynamic nature of healthcare is rarely static long anyway). Instead, it is suggested that we take the opportunity to begin preparations for potential eventualities as these changes trickle down. How might certain changes affect us? How might the...
Mar 23, 2010•8 min
There are a wealth of positions open at many organizations today that are going unfilled because the organization is perhaps wary against hiring younger people. While there are some differences in the work styles/ethics of the younger, up-and-coming generation, that should not be used as an excuse not to hire them. In fact, we depend on their fresh perspectives and youthful energy to bring new blood and possibilities to our organizations. We only need to be open to the fact that we may need to a...
Mar 22, 2010•8 min
Curb appeal really does make a difference for customers as well as the staff! It is commonly the case that our customers really don’t want to be our customers (or anyone’s for that matter). As long as they are needing care from a facility other than their home, then we need to be sure we are doing the most we can with what we have to send a message to that potential customer that as long as they can’t be at their home, we’re going to make every effort to make our facility as comforting/homelike ...
Mar 19, 2010•8 min
Healthcare is, at its truest heart, a people business... not just for the customers, but for those who serve those customers too! As such, it can really help to move things forward in a great way to take time now and then to make the effort to make someone’s day! Giving really is the best gift because both the giver and the receiver both win. When the effort is spontaneous and without any expectations in return, not only can you make someone else’s day, but you make your own too! Take a moment t...
Mar 18, 2010•8 min
In being a quality leader, there is a definite need to be ‘on deck’ when the game is in play to help oversee/help with delivering on the organization’s mission/vision. Open door policies help to ensure you are accessible when your assistance is needed (as long as it is not abused and used as an excuse for others to simply dump their problems on your desk - see Problems = Solutions). However, it is just as critical to have a ‘closed door’ policy to ensure that you can get the quiet time needed to...
Mar 17, 2010•8 min
In the healthcare profession, we spent a great amount of our time going about the various tasks associated with daily caregiving. However, there is commonly a marked absence of time/effort that ultimately can often make a world of difference with a customer - simple one-on-one time. This isn’t time checking on issues/medications/room specifics/etc but rather just plain simple chat-time getting to know the customer. With all the various hustle and bustle of basic caregiving, it can often be diffi...
Mar 16, 2010•8 min
It is a common theme in practically everyone’s tasks/careers/lives - we become so embroiled in the daily inner-workings the things that demand our attention that we fail to see things from a broader perspective. Once in a while, it is critical that we hop in that hypothetical helicopter and lift up above the trees to get a better look at the forest and where we are in relation to it. It this where we need to be? Is there a better way of getting somewhere? Get some tips today from Clint on making...
Mar 15, 2010•8 min
The ‘swirl’ surrounding the current healthcare reform is truly bewildering. In this episode, Clint tries to shed some light on where he feels things are going, in this case, to a stronger emphasis on a performance-based system, in regards to both consumers and providers. In this view, outcomes become the focal point around which everything else is built so we can all benefit from a more solid understanding of what is expected. With this in mind, better understandings of appropriateness, cost, lo...
Mar 12, 2010•8 min
If there is one thing that is certain in healthcare, it is that there is no cookie-cutter approach/process that is applicable eternally across-the-board. Different niches of healthcare require different styles, processes, temperaments, staffing-levels, etc. Getting these aspects right is a huge benefit to the customer, the staff member, the facility at large, in fact, everyone concerned! Therefore, it is highly critical for organizations to constantly be open to opportunities for staff members t...
Mar 11, 2010•8 min
Today, Clint talks a bit regarding our collective healthcare marketing efforts. As is the case in so many different types of businesses, the verbiage/photos/information/etc available on our marketing materials should first and foremost address the needs and desires of the customer, not our own purposes. When we put the customer first, any additional marketing needs can be driven by the customer to help guide where further development is needed. Check out these pointers from Clint today!
Mar 10, 2010•8 min
As Clint mentioned a few episodes back, he will soon be hosting a new weekly, live internet-radio talk show which will be premiering in late April on VoiceAmerica.com. Like Clintcast, the new show will have the expected focus of healthcare, but this time, from BOTH the consumer and a provider angles. As it is a live show, he will be able to have call-in questions, guest speakers and so forth to truly be able to explore the workings of the healthcare system and its implementation. Today, Clint is...
Mar 09, 2010•6 min
Earlier this past week, Clint had the opportunity to visit a facility for a speaking engagement. While this in not at all uncommon in his work, the way this particular event came into existence is an excellent illustration of the teaming concept, as well as empowerment of all levels of the organization. It all started as the brainchild of four extraordinary women from the Carlyle Healthcare Center in Illinois and grew into a massively positive and effective team/organizational event to further g...
Mar 08, 2010•8 min
