QAPI Program Utilization_Manual

other customers. Networking means giving value and receiving value from the relationship. Achieving desired healthcare outcomes can be a win-win for all patients. Waves to make value-based networking happen: You MUST: 1. Make and implement a strategic marketing plan 2. Earn mutual trust 3. Give value first 4. Be proactive in contacting and forming the relationship 5. Give first and give without “keeping score” 6. Allow time for these alliances to mature 7. Be creative about what you do and how you do it Go to your website or look at your agency brochure. Notice the services listed. Many of the services are the same for many home health agencies: Nursing, Therapy, Home Health Aide, Hospice, Social Services, In-Companion Care, and Homemaker Services to name a few. These are important, but what truly makes your agency different, a purple cow? One that gets noticed... One whose services are chosen over another? How can you transform your business into a purple cow? Into something remarkable? Review and evaluate your competitors’ websites. Ask yourself the following questions: 1. How similar are they to your agency’s websites? 2. How are different are they? 3. What would make me want to choose my agency over my competitor? Consider your agency’s strengths from an outcomes standpoint. Note your quality outcomes, specialty programs, financial outcomes and community outreach efforts. Also consider the alliances your have developed with your local hospital(s), physicians groups, vendors or civic organizations. Develop ways of showcasing these features agency customers. Capitalize on the following items in your marketing campaign to showcase the value you bring to the patient and/or referral source: 1. Acute care hospitalization rate for chronic conditions below national or state 2. Emergent care rate below national average 3. Fall with injury rate for older persons 4. % of patients whose wounds heal without complication 5. % of patients who become more functional through a special rehabilitation program Changing your marketing efforts from explaining services to showcasing agency results allows your agency to differentiate itself from others. To be noticed as an agency that is special...as one that has something unique to offer...To be a purple cow... » Helping Referral Sources Become and Stay Satisfied Beyond the Doughnuts While this list may seem obvious to some, it is not often that attention is paid to critical details in developing and maintaining a satisfied customer within a busy and hectic workweek. Take time during your next administrative/staff meeting to discuss these objectives, make your list and set a timeline for executing your plan. This process is continual. We have found that incorporating these processes into the regular work of the organization enhances success: 1. Identifying barriers to effective customer service as seen by the customer. Involve staff. Note complaints over the past year. Note phone calls from customers that have expressed concerns about service. Also consider performance improvement activities that originated from customer concerns about quality, timeliness, communications, and the like. Be critical during this self-evaluation. 112