Human history is loaded with examples of situations where specialization, even for all the progress it often brings, has lead down a dead end when the playing field changed. While specialization is great and definitely needed in many ways, it is critical for us to also pair this specialization with flexibility so as to overcome those inevitable changes to the big picture that so often make some of those specializations obsolete (or at least minimized). Today, Clint advises that we be sure to take a look at ways in which we specialize (personal skills, organizational niche, etc) as well as to employ the needed flexibility to keep our teaming efforts effective and to prepare for eventual market/customer changes.

Regardless of the most current healthcare reform effort, a trend that has been up and coming with the government regarding the reimbursement process, thanks to extensive data/history collection, is a closer and more stringent look at payments associated with hospital readmissions. Rates of readmissions have been fairly high, not only incurring extra costs, but also additional ‘discomforts’ to our customers. Rightly so, the government sees this as a large area of opportunity for hospitals and post-acute care providers to partner so as to reduce these costs, as well as the numbers of customers requiring readmission when some (usually) simple and relatively inexpensive interventions could have prevented a second trip to the hospital. Check out these aspects to see if this is a golden opportunity for your organization as well!

Most every workplace has (at least) one - the bad apple who always seems to find what's wrong with things and offers no solutions to improve the situation. If you have been listening to Clintcast for awhile, you recognize this type as the ‘troll’ or BMG (Bellyacher/Moaner/Groaner) from other episodes. While every profession has its mistakes/problems, when they occur in healthcare, they can be more severe as sometimes life/health may be at stake. As such, it is very crucial that we be able to deal with these bad apples as quickly as possible, as one of the typical traits of this type is to poison the other apples around them, promulgating a sphere of doom in their wake. Get some help from Clint on hows/whys of dealing with these bad apples before the whole barrel goes bad!

The position of Director of Nursing is a critical function in any healthcare organization. It is no surprise that the person in this role tends to have a LOT on his/her plate as they cover many bases and must be skilled in some widely varying ways, both in the clinical and the leadership worlds. Clint covers some of these aspects today as he discusses the finer points of being a Director Of Nursing, what makes great ones and tips for being an effective team leader in your organization.

It is a given in healthcare - our customers expect quality, no different than we would in their place. How we achieve that quality has everything to do with how our organization operates. There are lots of ways we go about driving the quality of our ‘products’ in healthcare, including some aspects such as cost savings, efficiencies, labor streamlining, etc which are found in other types of businesses as well. While it may seem obvious that we would never want to deny anyone quality care, there does need to be at least internal knowledge regarding the costs that specific quality levels require to produce. Today, Clint dives into the factors we should be considering as we develop our various price/quality points of our healthcare products/services.

To err is human... it happens. That being said, we of course want to minimize the numbers/types of errors we make, especially in healthcare where someone's life could be on the line. Today, Clint discusses methods for setting up an environment where we can minimize the blame and finger-pointing and instead focus on how to fix situations arising from errors and to better still, try to prevent them happening repetitively again in the future. This additionally helps to nurture an environment in which staff voluntarily want to avail themselves of training/resources to help reduce errors and promote productivity - a win/win!

While time-travel, as depicted in Back To The Future, may still be some ways off, in a sense we all take part in some approximation of time-travel everyday. In fact, it is a very healthy exercise in our organizations to occasionally roll-back the clock to examine aspects in the past (How did we solve that problem? What can we learn from that incident that we can benefit from in the future? etc) as well as to envision how things may come to be in the future (If we had twice as many residents, what would need to change in our processes? What kinds of teams will we need to address anticipated changes in healthcare in 10 years? etc). That said, it is most important to realize that the most critical time-travel is the NOW. After all, the present only stays the present for an instant. Time is traveling under our feet every instant of the day. Therefore, what can we be doing now, given learnings from the past and visions of the future to make the most of RIGHT NOW?

It should hopefully go without saying for those in the healthcare profession... healthcare is cool! For the youth of today though, it is becoming increasingly harder (especially given the various competing job markets) to have this realized in their career planning years so as to be preparing the next wave of young talent to carry on the coolness of healthcare. How can we be doing things now to help put in place the incentives, knowledge, ‘PR’ and such to help steer the up and coming talent in the direction of healthcare tomorrow? Clint has some ideas!

For those of you who are Superman fans, you no doubt know about how Clark Kent (Superman’s public identity at the Daily Planet) was able to function within society, seemingly due to nothing more elaborate than a suit and a pair of glasses. When in this disguise, those around him had no clue as to the tremendous strength, superpowers or just all out goodwill this person truly had underneath. It can often be no different in our healthcare organizations. As staff are placed into SuperTeams, it is often a surprise to fellow workmates just what lies under the ‘glasses’ of those they have worked with, often for years, without noticing these talents and traits. Listen in as Clint reminds us to be sure to look beyond the glasses when we enlist the aid of our staff members in the cause of a great project!

In the people business, there will be times when customers/coworkers/partners/etc will voice their dissatisfaction with how they perceive a situation to be. The manner in which they voice that complaint will vary. Sometimes it may be calm and to the point. Often, it may be shrouded in emotion and include a lot of additional commentary that may or may not be related to the issue at hand. The trick to help get these situations from a ‘problem’ orientation to a ‘solution’ orientation (hopefully, there is a P=S (Don't discuss problems without proposing a solution) policy in place) is learning how to hear when there is a proposed solution that is workable embedded in the complaint. Today, Clint offers some ideas on how to deal with these complaints which will often come packaged in ways you would not prefer, but must be dealt with nonetheless.

‘Teaming makes it easier’ is a concept that applies not only to the Care Crowd individuals, but also to organizations as a whole as well. Integration and partnerships are increasingly going to be the norm in healthcare for the foreseeable future as we move into an era where cost-savings, care-consistency, reporting/metrics/etc all become more and more standardized and driven to reward organizations that work together to ultimately drive customer-satisfaction and results. Those left standing on their own with no/few ties to other areas of customer-success will increasingly find their islands become smaller and smaller. Get some tips on how to ensure your organization is ready to ride the coming wave of healthcare!