As a business owner Care Coordination is crucial for your business to succeed. It is one of the necessary strategies to developing and nurturing and client and caregiver relationship . On this week’s episode of A Drink With “The Hurricane” Steve is going to discuss part 2 of Care Coordination.
Hi folks. Steve “The Hurricane” here, and on today’s episode of “A Drink With The Hurricane,” we’re going to continue to discuss Care Coordination and your home care business.
Care Coordination is a featured topic of the upcoming Millionaires Boot Camp in St. Louis, Missouri, this July. Last week, I talked about doing a field visit, and schmoozing with the client. Today we’re gonna talk about talking with the care giver.
The first thing you gotta remember is who’s more important to your agency? The client or the care giver? Take a moment and answer this question. Who’s more important the client or the care giver? How many think it’s the client? Say me, me, me, me, me. Okay, you’re wrong, alright.
The care giver’s more important to the agency. You know why? Because hopefully you have a care giver who’s gonna be with you for years, who can work several clients during that time and help you generate hundreds of thousands of dollars in revenue for your business. Your care giver is more important than the client. I know it sounds crazy, but your employee is more important than the client. Just remember that.
So, the first thing you’re gonna do is, you’re gonna look for is burn out. Many times I’ve gone to care givers, especially in live-in situations, over nights, or long hour shifts, etc. I see a care giver, and the care giver is exhausted. She hasn’t eaten in the proper time. She hasn’t been able to sleep. She’s constantly working, the client’s killing her, and doing all these different things.
And you know your clients folks, I love ’em to death, but”I’m paying for you and you have to do this, and you have to do that.” They start thinking of things for our care givers to do. You know these clients, it’s like half of them, right? So you gotta look for that care giver burn out. If your care giver’s burnt out, give her a day off, even if it’s a paid day off. Be good to your care givers and you’ll keep ’em! Retain care givers! I hear it all the time. Care givers, care givers. Be good to your care givers and you will always have an abundance, alright? My care givers would bend over backwards for me because the way that I treated them.
Next thing you wanna do is ask the care giver from her perspective. What’s going on in the house? What’s happening? What’s it like to be you in a day in the life with this client? Your care givers tend to be very proud people. They don’t necessarily want to complain and they don’t want to get into it. Every once in a while they will. I remember Margaret, one of my favorite care givers. She would say to me, “Steve, Steve, Steve, this client, she never lets me sleep. She never lets me do this. She never lets me do that. She’s driving me crazy.” So, I would love when she would tell me, but I would listen to it, and that’s fine. Can you stay here? Can you work this out? What can we do to make this work? This is why I’m here for this Care Coordination visit, to make this case work.
Why am I doing this? I’m managing my care giver, but I’m also retaining my client. It kills two birds with one stone, and you’re charging for it. At the boot camp, I’ll tell you how to charge it, okay? So find out what the care giver’s point is on, their side of the story. Then address any challenges that they’re facing. If they give you any challenges, let’s address it. Let’s come up with a plan.
“Jennifer, I understand where you’re coming from, Mr. So and So told me X, Y and Z.” “Oh.” And then the care giver gets real defensive. Relax, relax. It’s okay. You’re not getting fired. I love you. You’re great. We’re gonna work this out. How can we make the “fish” situation work (I talked about last week). Can you open up a window? Can you cook it in the microwave? Can you cook it before you come? Do you have to have fish every day? Can you have chicken? How can we work this out? So, then you give an action plan. Come up with a solution and work it out.
Now, if the care giver wants off the case, that’s important. You have to have an action plan to do so. In some instances it can’t be resolved. So if that care giver is like, “I don’t want this case anymore, I don’t want to be here.” Fine. You don’t stall for time, but you need to act quickly. Can you finish today? Can you come tomorrow? Can you give me three days? Something of that nature. Here’s how you sell it.
If you give me three days, ’cause this is an agency that’s getting a lot of business, I can take you off this case and put you right to work on another case, so you don’t have to worry about losing any revenue.’ ‘Oh, that’s good, that’s good.’ Caregivers like that. You’re working with them, they’re working with you. Then, you could go and present the solution to the client, which I’ll talk about next week.
So this is just one part of one slide, on Care Coordination, a featured topic presentation of The Millionaires Boot Camp this July, St. Louis, Missouri. Sign up today and SAVE 40 %OFF the full price of the ticket while supply lasts. I’ll see you in St. Louis, where I’ll give you every thing you need to BLOW AWAY THE COMPETITION!