Clintcast

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 as possible. Yes, there are usually staff such as grounds/maintenance/etc that fulfill this particular function, but we all have a part in assisting with this vital task. Is your facility sending the right message?

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 to remember we are people helping people at all levels.

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 do the strategic thinking/planning/paperwork/etc necessary to also move the business forward. Learn how!

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 difficult to provide some of the simplest form of care... genuine conversation! Listen in for some tips on making sure this vital activity has a place in your schedule.

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. Is this where we need to be? Is there a better way of getting somewhere? Get some tips today from Clint on making sure you take that opportunity to get an alternative view now and then! A fresh perspective can make a world of difference for you and your customers!

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, location, process, etc can be developed to gauge the success of the health system’s performance. Give a listen!

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 to re-apply their skills, attitudes and such to the positions/tasks that make the most of these niche areas. Check out Clint’s thoughts on how to capitalize in this realm.

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!

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 putting out the call for suggestions for a name for the upcoming show and he needs your help! Listen in and then email us your ideas at the Clintcast website!

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 grow and improve their facility’s customer service outcomes. Hats off to the ‘Carlyle Connection’ for a great experience and a great example of how anyone can bring forth great things in an organization!