As with any business, communication is key. Being able to communicate efficiently and effectively plays a critical role when it come to client/caregiver relationships. On this week’s episode of A Drink With “The Hurricane” Steve is going discuss part 3 of Care Coordination.


Video Transcript

Hi folks, Steve the Hurricane here. On today’s episode, we conclude our three-week series on care coordination, and bringing it to your agency.

For the last two weeks we’ve been talking about it. It’s a great way to increase your revenue per client, retain your caregivers, and increase the overall profitability of your organization. This is a complete presentation that will be featured at the upcoming home care Millionaire’s Boot Camp this July, St. Louis, Missouri. Sign up now because March 31 the early bird special ends and you lose the opportunity to save 40% off the full price ticket.

Two weeks ago I talked about talking with the client when you do a field visit. Last week, I talked about talking with the caregiver in private. Today I’m gonna talk about once everything has been resolved, working together and meeting with the group to address anything that comes up.

So now that you’ve spoken to the client, you know what the problem is. You’ve spoken to the caregiver, you know what the problems are. You’ve talked to the caregiver first. The reason why you talk to the caregiver about the solution first is because the caregiver is your employee. The caregiver is the person who you hope will be with you long-term, even longer than the client, and you have to show that you’re working together. This is how we properly manage our caregivers.

So now you and the caregiver walk out of the private room to the client, and the three of you, or more, meet together as a group. First thing you’re gonna do is, you’re gonna address any issues that can be quickly resolved. So I mentioned a couple weeks ago the fish incident. Caregiver makes fish, the clients don’t like the smell of it. Here’s our solution. I talked to so-and-so, and they are going to eat chicken more, she’s going to eat fish a couple days a week, cause it’s a staple in her diet, but she can open up the windows or she can take you outside so you can get a breath of fresh air while she cooks her fish and eats.

There’s the solution that we present, and the client’s like, “Okay good.” Let’s make this happen. Now, as crazy as it sounds, by talking about this caregiver with the fish story, because I was there, my care coordinator showed up and they resolved this problem. This is something that could cause this case to end, but because it’s resolved, guess what? That client isn’t looking to cancel services anymore. And guess what? That caregiver doesn’t want off this case anymore. I’m able to keep my client, keep my caregiver, and continue to improve the outcome of the patient, which overall improves the outcomes of our agency, which leads to getting more business, more referrals and scale our business to five plus million dollars a year. That’s what care coordination allows us to do.

Now the next one is, you always end on a positive note, leaving everyone happy. Say the caregiver wants off the case. That does happen. Well remember last week, I talked about coming up with a solution for that. The solution could be, the caregiver’s gonna stay for two more visits, we’re gonna get you another caregiver in here. I know that you don’t like the smell of fish, so now, we will make sure that we take care of this beforehand with restaffing. You and Jennifer will finish out the next three days and then on the fourth day, we’re gonna bring a new person in here, and start over with that person. This way, Jennifer can get her break, you can get a fresh start with someone else, but I will be back in four days.

So you two are good for the next couple days, is that okay? Yes, we’re good, we’re good? Awesome, great! Then you come back in and you make it happen. That is how you end on a positive note. You always let them know when you’re gonna come back. You always let them know that something is positive. I’m here for you. Document the visit and I’m gonna tell your son or your daughter what happened during this visit, so that this way they’re in constant communication, and there’s no questions, no qualms, about anything that’s happening or taking place.

There you have it, folks. Three weeks in a row of how to do a successful care coordination drop-in visit on a client. Now, starting up cases. Who should be your care coordinators? Managing your care coordinators, going to doctors visits, communicating with the family, and billing for this service, cause this is not something you should do for free. You should charge for this.

The rest of everything that I just named, six other parts to this presentation, will be given in exclusive full content and in detail at the upcoming Millionaire’s Boot Camp this July, St. Louis, Missouri. Sign up now and save, cause the early bird special ends on March 31st. I’m gonna see you in St. Louis where I’ll give you everything you need to BLOW AWAY THE COMPETITION!