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Benchmarking
The pursuit for quality is anchored by staying alert of both the current and future needs of the customer, both patients and payers. Are you looking to maintain a successful home health care company? If so, it will depend upon your company's ability to be faster, better, and cheaper than your competition. The best tool to use in accomplishing this success is benchmarking. . . . keep reading
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Expanded Services for Your Professional Referral Sources
When do you establish your partnership with your professional referral sources? Is it when the first referral is made or at the follow up visit? Neither of these is the correct answer. You must establish a partnership with your professional referral source prior to the first referral ever being made. We will look at some ways to accomplish this and set your home healthcare or in-home care service as the expert with credibility. . . . keep reading
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Breaking The Bad News
Michael Giudicissi
Let's face it, if you're in homecare, at some point you're either going to have to break some bad news to a referral source, or you're going to have to fix it after someone else does. It happens....so what do we do when it does? . . . keep reading
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Get OFF "The List"
Michael Giudicissi
You've all heard it time and again. You approach a referral source about getting the first (or next) referral and hear these wonderful words.... . . . keep reading
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What DOES Happen When Your Phone Rings?
Michael Giudicissi
There are times.....many times actually, when I'm amazed. I call a home care agency that is interested in growing their busines and the person on the answering end of the phone sounds like I'm an unwelcome interruption in their day. Frequently they are rude, many times I cannot understand what they're asking me....and often they fail to thank me for my call. . . . keep reading
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Customer Service Rewards
Some days you just don't feel like dealing with people. But if you are in sales and marketing, your business is people. On those bad days when every patient seems to want to switch their home health aides and the doctors need something right now, you may just want to turn off your cell phone and ignore them. But you can't. While you may be a sales or marketing representative, to the patients and doctors you are not measured by how many sales you made or how much money you brought to the company. You are measured by the kind of service you give before and after the referral. . . . keep reading
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How to Handle a Crisis in Home Care!
Things can be going well for you and your phone will ring. It's your boss, telling you bad news. "Ms. Jane Doe had died and the family thinks our worker had something to do with it. The family has called the police to investigate. They have also called the media claiming our home health aides were abusive. Since Mrs. Doe came from one of your referrals, I thought you should know." . . . keep reading
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Eight Words to Remember in Customer Service!
Customer service can be the most rewarding and difficult part of any job. When the customers are happy, things are great. But when they are not happy, it can sour your entire day. Many guidelines exist about what good customer service is. Here is an easy guideline to remember---eight. If you remember these "ate" words, you will improve your customer service skills and have happy clients. . . . keep reading
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New to In-Home Care(IHC)
