Clintcast

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 not to).

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 the solution. Get some tips today for learning techniques on tackling those tough issues in your daily work.

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, we take the necessary time and effort to ensure detailed, accurate work and the documentation of that work!

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.

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 of both parties often arise. Get some tips from Clint on maximizing your development, for you and your workplace!

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 address in your Spring Cleaning efforts.

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 in your organization!

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 great, teaming makes it easier and I make a difference on a daily basis.

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 they affect our partners/competitors/staff/etc (which will still affect us)? As events are finally nearing a more certain resolution, it is a great time to be considering your next potential moves regarding your products and services.

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 adjust our own HR attitudes a bit in working with these younger workers, as the gains to be had in hiring them are indeed numerous. Learn about some of these aspects in today’s 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. It 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!