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Axxess Home Care Evangelist C. Sam Smith shares cultural ideas which position agencies to become agile and successful in today's rapidly changing healthcare environment. For information about the US' fastest growing home health software, go to: http://axxessweb.com
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C. Sam Smith Home Care Evangelist
Vice President -‐ Business Development
2013 1
What are some specific characteristics that mean ‘success’ to you?
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Characteris/cs that will lead to success…
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Or….is this success? § A steady stream of ever increasing hospital referrals from new hospital client/partners
§ Because your team has proven how your agency can aid in delivering dramaDc reducDons in hospital readmissions rates because of your ability to:
§ Manage paDent condiDons § Measure and monitor successes § Report on the outcomes that have been achieved § And moreover, to document…your proficient PaDent Care, leading to PosiDve PaDent Outcomes, resulDng in Reduced Hospital Readmissions.
§ This is certainly markeDng success!
Characteris/cs that will lead to success…
1. Understand how to develop success benchmarks(outcomes) for your agency
2. Understand the Learning Organiza/ons concept 3. Ideas for crea/ng and promo/ng a posi/ve culture 4. Develop ac/ons which op/mize Level Of Effort,
Stability and Profitability—”success”
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The Organic View
“Success Secrets” Secret #1 -‐ Become a Learning Organiza?on Secret #2 -‐ Grow in Proficiency in Clinical Services Secret #3 -‐ Maintain compliance with regula?ons Secret #4 -‐ Grow in Wisdom in Financial MaKers Secret #5 -‐ Diversifica?on in Service Models Secret #6 -‐ Culturally Sensi?ve Work Environment Secret #7 -‐ Understand and set an example of Servant Leadership
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“Organiza)ons where people con)nually expand their capacity to create the results they truly desire, where new and expansive pa:erns of thinking are nurtured, where collec)ve aspira)on is set free, and where people are con)nually learning to see the whole together”
-‐Dr. Peter Senge
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LEARNING ORGANIZATIONS ARE:
Characteris/cs Of Learning Organiza/ons
A. Systems Thinking B. Shared Vision C. Understanding Mental Models D. Team Learning E. Personal Mastery
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Systems Thinking
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• ….. is a conceptual framework that allows people to study businesses (home health agencies are businesses) and local markets as bounded objects, like cellular organisms.
• Learning organiza/ons have informa?on systems that enable them to measure success
• Systems thinking involves all the characteris?cs that must be appear in an organiza?on for it to be a learning organiza?on, which brings success
• If some of these characteris)cs are missing, then the organiza)on will fall short of its goal of being fully effec)ve, or highly successful.
A theoretical system example
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Health Informa?on Exchange System
Home and Community
Pa?ent Health Info
Pa?ent Health Info
Home Health
HIE
Organic Systems
• The original organism for human endeavor is a tribe – “human beings banded together for a common purpose”.
• Tribes evolve and survive. Ref. “Tribes” – Seth Godin
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Great leaders move us. They ignite our passion and inspire the best in us. When we try to explain why they are so effecDve, we speak of strategy, vision, or powerful ideas. But the reality is much more primal: Great leadership works through the emoDons. No maSer what leaders set out to do – whether it’s creaDng strategy or mobilizing teams to acDon – their success depends on how they do it. Even if they get everything else just right, if leaders fail in this primal task of driving emoDons in the right direcDon, nothing they do will work as well as it could or should. ~~~Goleman, Daniel (2011-‐09-‐06). Leadership: The Power of Emo?onal Intelligence
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The Organic View
Shared Vision
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§ The shared vision guides and shapes the culture § Personal Mastery of each team members role in the Opera/on is an organiza/onal vision
§ Each member strives to become a Subject Maber Expert § Knowledge is encouraged to be shared, not hoarded for personal advantage
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A Shared Vision as a manager or owner - are you up to it?
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It is incumbent upon owners & managers to communicate, to dispense posi?vity, aka constant praise and encouragement towards:
• PERSONAL MASTERY for staff / both administra/ve and clinical • TEAM LEARNING PRACTICES so all staff members can benefit. • Benefits will manifest in:
• Quality pa?ent care • Repeated fine tuned and improved processes • Procedural understanding • Posi?ve, produc?ve inter-‐personal standards • Mutually beneficial work objec?ves
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§ We must ensure that our staff members are achieving Personal Mastery
§ Becoming Highly Skilled Masters –each role in your agency § Pa?ent Admissions § Char?ng / Case Management § Therapy Deployment § Regulatory Compliance § Coding § RN Accredita?on/Licensing § Billing § Team Building
Proficiencies
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§ We must ensure that our staff members are achieving Personal Mastery –in other areas of our business § Financial Management – With ACO’s/Bundling of Payments, more important than ever
§ How to become an expert in Referral “Rainmaking” § Data Applica?on for Referral Genera?on-‐ Report Genera?on
§ Authen?c Confidence in Approach to sources of referral business
Proficiencies
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§ Using up to date technology to: ü Provide the teams with a methodology for saving ?me, to:
ü Follow the doctor’s orders ü Perform the du?es of skilled care of pa?ents
thoroughly ü Bill & accurately collect data to accurately report those
pa?ent episodes in a shortened ?me frame
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• Is Your Technology Vendor your consultant?
• Do you stay current with your state associa/on? • Do these folks enable you to stay ahead of new
regulatory issues, management ideas, and changes in reimbursement and clinical standards?
ü With Medicare, this is a maber of survival!
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Key ques/ons: • Are the agency’s costs and expenditures aligned with the agency’s shared vision?
• “Is what we are doing making us more profitable – by either increasing revenues or decreasing expenses”?
• “Do we have sophis/cated enough systems and measurements in place to accommodate bundled payment business models and diversified lines of business?”
Organization Name: Bluebonnet Health Services, Inc. Size: 400+ patients Population served: McLennan County, Metro Waco, TX Services provided: Home Health services with varied reimbursement models
Exemplary in wisdom regarding expenditures: The market has two hospitals both with HHA subsidiaries. The HHA marke?ng challenge is to seek prospects’ TOMA (Top of Mind Awareness). Expensive adver/sing: As sponsor of the Lady Bears basketball team, radio, TV, and onsite game-‐?me adver?sing Results: Creates TOMA among the over 65 crowd who enthusias?cally supports the Baylor women’s basketball team—average aKendance over 10,000 per game. Census is regularly 50% higher than the hospital subsidiary HHA’s.
VIGNETTE #2-‐ AN EXEMPLARY HEHHA
VIGNETTE #2-‐ AN EXEMPLARY HEHHA
Diversification
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§ Step by step deployment of diverse home based services: § Medicare, Insurance Authoriza)ons, Hospice, Private Duty,
Companion Care, Medicaid Contract Specializa)on, Chronic Care Special)es – for ex. Cardiac Care (CHF, COPD, Recovery and Monitoring)—and the possibili)es go on and on…
§ Seeking a diverse number of income streams § Government reimbursement § Private insurance § Private pay from families § Combina)ons
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The cultural environment -‐ driven by Learning Organiza/on tenets • There is a ideological/spiritual connec?on/component.
• For sustainable growth, employees must have an ideological iden?ty with the organiza?on.
• Employees possess an obvious and open commitment to Learning and Achieving Mastery
• The organiza?on encourages those who are inspired and who are learning and growing
• Service and servant hood are important values
Secret #6 Intentional, Culturally Sensitive
Environment
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Servant Leaders • Regularly translate & communicate the Present Reality to
the Shared Vision • Value advice and truthful advisers • Are slow to speak and eager to listen • Highly Value the aim of Personal Mastery in every work
func?on • Display Emo?onal Intelligence • Understand the connec?on between gipedness and
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Servant Leaders
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§ “Huddle Up” regularly. § Operate with a regularly scheduled “tribunal” -‐ or -‐ “huddle” § Embodies the values to accomplish the vision
§ Align his/her work in order to enable the staff § Encourage open communica?on and provides an example of
humility and humor with the organiza?on members
§ Make sure everyone is having fun!
CULTURE EATS STRATEGY FOR BREAKFAST® And all of these secrets are cultural standards that are vital to our aspira)on of becoming a
Successful Home Healthcare Provider
The Secrets of Success!
-‐®Peter Drucker “Managing in a Time of Great Change”
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To summarize…
For more information on Learning Organizations
and Dr. Peter Senge
http://www.infed.org/thinkers/senge.htm
The Fifth Discipline by Dr. Peter Senge
Thank you for your attention today
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