New Year – New You! How to achieve your income goals

Last week we discussed GOALs and how to make them SMART (Specific, Measurable, Attainable, Relevant, and Time-bound).

This week we were together with our AWESOME Home Care Sales Mastermind Group in Miami at the Fountainbleu, and one of the reoccurring themes for their Home Care Sales teams was to make sure they are deeply connected to their “why” and their personal income goals.

As an agency, of course, you have a budget to hit. Often this gets “pushed” down on the rep in the form of a quota. “You MUST hit x hrs” or “Your quota is 20 admissions”. Is that enough for your rep to run with it and overachieve their quotas to bonus highly? Maybe.

I like to do an exercise with the reps I manage.

Step 1: What is your number this year?

How much money do you want to make? 70 – 80- 100k?

Step 2: How many admissions, hours or revenue will that take to make that number?

We call this working backward. Meaning you take the number you want annually, and you break it down into monthly goals – how many hours will it take monthly to get your annual goal? How many new admissions will it take monthly to hit your yearly income goal?

Step 3: how many per week or day?

Often when we break it down to the admissions per day or the revenue per week  – the goal becomes more manageable.

 

Let’s take an example:

You need 240 admissions to make your annual income goal.

That’s 20 a month – basically, that is 1 admission a weekday.

One of the reps I work with – that is her number – and she has it on her car dash – “I just need one” on a post-it. She says this helps her focus on “just one” and not get overwhelmed.

What is your number as a home care marketer?

Do you know your daily home health admission number you need per day to make your income goal?

…Or your increase in hours per week as a home care salesperson?

…Or your hospice admission goal this week to increase your average daily census?

 


 

As a Home Health, In-home Care, or Hospice Marketer/ Sales representative, YOU have control over your income.

That is the BEST part about being a Home Care Sales Representative! EVERYDAY you get to wake up and say to yourself, “Who has my patient?”

My business mentor says it like this:

“Mel, you have the best job in the ENTIRE world. You are IMPACTING LIVES AND INCREASING YOUR INCOME at the SAME TIME!”

You are not selling “widgets.” You are helping some of the most venerable people in the country. Without in-home care, home health, and hospice, many people would suffer needlessly.

Your mission, when you choose to accept it, is to be UNSTOPPABLE with your home care sales, home health marketing, and hospice education. YOU get the people who deserve care – the OPPORTUNITY to get care.

You get to do well – while you are doing good!

This is your year – 2020 will be the best year when you break down your goals into bite-size pieces – you can accomplish anything you put your mind to!

Time for a Mind Shift acceleration!  Your mission is BIGGER than their “NO.”

Now, it’s time to GO do your numbers for 2020!

 

Keep serving Seniors!

Together We Grow!

Melanie

 

PS: If you are looking for a group of REALLY SMART owners and executives – like yourself to share ideas and gain insights and tactics that are working today – you will want to be a part of the Home Care Sales Mastermind!

Click here for the application.

This is your chance to be with owners who are “you next year” and help other owners with your experience!

Join today – there is no other place you would rather be then with smart, successful agency owners who are not in your competitive market and willing to share what works for them!

Truth Bomb – Success is not Defined by Effort

*Warning: This blog post contains truth that some will not want to hear. If you are struggling to get referrals in your market, you probably need this article…but you also may not like it. Read at your own discretion.

Consider this:

Success is not defined by effort.

You can try with all of your might to empty the Mississippi River with a bucket and never come close to seeing dry sand. Effort is a key ingredient, but cannot wholly get you the resulting gains you need to maintain success and growth.

Success is not always determined by knowledge, either.

In principle, you may know how to build a house, but without the developed skills that an experienced home builder has obtained from many years of construction, you are most likely going to struggle. Knowledge is good and often a great deal of knowledge can land you a great career opportunity, but the knowledge is useless unless put into practice.

So, what is my point? That the formula for goal-shattering, career-sustaining success is better defined like this:

Success = Effort + Knowledge

Without both of those elements, you will fail. That also illustrates a solid point. If you believe that outside forces such as other competitors, regulatory issues, lack of insurances you take, or illegal practices are causing your agency to fail – you are most likely wrong.

Yes, I said it and some of you may have ruffled feathers, but it is the truth. All of those issues can be overcome with knowledge and effort. These two elements may take you to places you don’t like. Such places where you don’t feel “comfortable” are most likely exactly where you need to go to overcome your challenges.

I’m not going to spend the rest of this post explaining the above formula or defending my stance. I’m going to show you how to start on a path to create referral gains in your market. I’m going to show you real life opportunity that is not a magic wand or instant success, but continuous growth.

What you need to do today:

 

Define your work day and commit yourself to it

How many hours are you going to work? 8-5? 9-4? 7-7? Whatever that number looks like, you need to answer it honestly. This may seem pointless, but with great freedom comes the opportunity to indulge in that freedom. A kids game on a Friday? – Sure, that’s understandable. Ending your day early cause you already got a referral or because you just aren’t feeling it? – not acceptable.

You didn’t get into this to be a sub-par, makes minimums kind of sales person. You want to be a rockstar. Your name should be associated with a job well done and all of your referral sources should know it. It all starts with discipline. Set your day and walk that day out. Don’t let your freedom be the noose you hang your career with.

 

Get steady to unlock consistent referral sources

One of the biggest mistakes agency owners (especially in private duty) and sales reps make is to be un-reliable with their outreach. If you go somewhere different every day, every week to get your message out, then you are doing it wrong. It may seem like a good idea to get your name out to as many folks as possible, but that is a mistake.

Here is what you need to do:

Make a list of the key people who can refer to you enough to be worthy of your time. This is your account list.

Now, break your accounts up into a list based on frequency of visits.  Most of your accounts should be weekly or bi-weekly and only a few rare exceptions should be monthly or less.

Every week you should be visiting your accounts. EVERY WEEK. Not whenever I am that way or sometimes/occasionally. To get the desired result of consistent referrals, you have to be consistent yourself.

At that point you can follow your sales process. If you don’t have one, reach out to me and we will show you a demo of our sales process, which you can purchase access to.

 

Plan ahead to push ahead

You should always have a plan and a goal before you conduct a sales call. Additionally, you should always leave with a follow up plan and write it down somewhere for reference. If you are old school, go by a dedicated pad of paper and write your notes. If you are more tech savvy, consider a CRM or a spreadsheet to manage your information.

At Home Care Sales, we use a 52 Week Roadmap to talk about specific diagnosis or programs each week. This increases the odds that you will be driving the patient types you want and not just taking whatever referral they send your way.

 

Be the Expert

Are you friends with any physicians? If so, simply ask them how much time they spent being educated on your business line. Either Home Health, Hospice, or Private Duty goes with little to no education during Med School. Furthermore, the “blind-leading-the-blind” really applies to this scenario. Other physicians that are also lacking education of the benefits you can provide have probably been taught not to leverage your services due to misunderstanding.

As an expert, you have to really UNDERSTAND what you do. Once you understand, you can leverage a mixture of patient stories, diagnosis-specific identifiers, and benefit-driven education about the services you provide to drive new referral opportunities. If you don’t know what is required to obtain and place a patient in your agency’s care, you need to find out today and be the expert!

 

You are almost NEVER rejected, so quit acting like it

You are not alway going to get referrals. Even if a referral source has been unable to refer to you or has simply chosen not to…it’s not rejection. Something is keeping them from referring, sure, but if you cannot keep from taking it personal this may not be a good job for you.

Let me give you a scenario to consider:

Dr. Refersalot has committed to sending you a patient, but hasn’t seen fit to send one yet. After many weeks of this behavior, you finally start to feel like you are getting the run-around. What would you do?

  1. Stop visiting Dr. Refersalot since it seems to be a waste of your time.
  2. Leave company info for her everyday until she finally refers.
  3. Schedule an in-service lunch to further educate
  4. Pay the Doc a $100 for her next patient
  5. Ask why you haven’t been able to show her the improvement her patients will experience in your care

Seems to me that the answer is obvious, but (rhetorically answer your true answer) if you are like most people, you will avoid the problem and the referral source. Worse yet, you may try to wait her out…constantly going back without getting any referrals.

The trick is actually part of our High Performance Sales Academy’s Reveal Visit. You’ve got to find out WHY the referral source hasn’t referred. If you are not bringing this to her attention or requesting her to share the reason she won’t work with your agency, there may not be any sense of referring urgency. She will send you a referral whenever she gets around to it…maybe.

Once you uncover the reason you haven’t gotten a referral, you can address it. If the reason ultimately makes it seem that you are not likely to get a referral, you can stop visiting or visit less for a time and hope for a new opportunity down the road.

 

Finally, remember who you are fighting for

Y0u work everyday for your family and your livelihood. In our industry, you also work for the well-being of others. You serve as an incredible influence to the lives of many. Each referral is a patient who may get to avoid a hospital stay or recover quicker so that they can go see their grand daughter’s dance recital. They are patients whose families are trying to make their own way, but need a little help. They are patients who are trying to say goodbye to those they love with dignity.

We have to meet our own needs, but it’s a huge blessing to be able to help others live a better life in the homes that their years of hard work have earned them. Remember who we are fighting for and don’t give up.

 

– Jason

 

About the Author:

Jason Lewallen is Vice President of Marketing

for Home Care Sales

He can be reached at:

Email: jason@homecaresales.com

Phone: 615.815.7907

 


PS: Might want to consider…

If you are a home health, hospice, or private duty agency who struggles with:

  • educating your referral sources
  • not having professional handouts with the correct clinical/treatment info
  • not knowing what to say to drive referrals
  • not having time to train your sales team about diagnosis specific info

…then the Roadmap to Referrals program is the answer you have been looking for. Agencies are using this methodology to gain more referrals and position their entire sales team as experts.

It’s a plan for every week of the year and can lead to double and triple the referrals you are currently getting. The investment is a mere $500 per month. That’s less than a fraction of a referral!

Fellow Private Duty, Hospice, and Home Health Owners: This one’s for any owner who has had to deal with a complainer!

Some of us have employees who go around complaining about someone else. Some of them tell us they are just venting and blowing off some stream. But I want to share some information with you on what they are really doing.

One of my mentors, is  the legendary executive coach Marshall Goldsmith, who interviewed more than 200 of his clients and what he discovered matched previous research he read, but found hard to believe: “A majority of employees spend 10 or more hours per month complaining — or listening to others complain about their boss or upper management. Even more amazing, almost a third spend 20 hours or more per month doing so.”

And that doesn’t even include the complaining they do about their peers and employees! Which would be hard to believe if not for the fact that, if you pay attention to what you experience during your day, you’d find it’s pretty accurate.

Imagine the productivity gain of reducing all those complaining hours.

Why do we complain about other people?

Because it feels (really) good, requires minimal risk, and it’s easy.

Here’s what happens: Someone annoys us. We’re dissatisfied with how they’re behaving. Maybe we’re angry, frustrated, or threatened. Those feelings build up as energy in our bodies, literally creating physical discomfort (that’s why we call them feelings — because we actually, physically, feel them).

When we complain about someone else, the uncomfortable feelings begin to dissipate because complaining releases the pent up energy. That’s why we say things like “I’m venting” or “I’m blowing off steam” (But, as we’ll see in a moment, that dissipation doesn’t just release the energy, it spreads it, which actually makes it grow).

Additionally, when we complain to people who seem to agree with us — and we almost always complain to people who seem to agree with us — we solicit comfort, camaraderie, connection, support, and justification, which counteracts the bad feelings with some fresh, new good ones.

Complaining changes the balance of negative/positive energy and, for a brief moment at least, we feel better. It’s actually a pretty reliable process. Addictive even.

Which is the problem (beyond even the wasted time): Like just about all addictions, we’re feeding the spin of a destructive, never-ending cycle. The release of pressure — the good feeling — is temporary. In fact, the more we complain, the more likely the frustration, over time, will increase.

Here’s why: when we release the pent up energy by complaining, we’re releasing it sideways. We almost never complain directly to the person who is catalyzing our complaints. We generally complain to our friends and family. We’re not having direct conversations to solve a problem. We’re seeking allies. We’re not identifying actions that could help. We’re, almost literally, blowing off steam.

Why is complaining such a bad move?

Complaining creates a number of dysfunctional side effects (again, beyond the time wasted): It creates factions, prevents or delays — because it replaces — productive engagement, reinforces and strengthens dissatisfaction, riles up others, breaks trust, and, potentially, makes the complainer appear negative. We become the cancer we’re complaining about; the negative influence that seeps into the culture.

Worse, our complaining amplifies the destructiveness and annoyance of the initial frustration about which we’re complaining.

Think about it: someone yells in a meeting. Then you go to the next meeting (where no one is yelling) and you complain about the person who just yelled. Now other people, who weren’t at the initial meeting, feel the impact of the yelling and get upset about it too. Encouraged by their support, your brief, momentary release transforms into righteous indignation and, becoming even more incensed, you experience the initial uncomfortable feelings all over again.

In other words, while the energy dissipates, it expands. The amount of time you spend thinking about it extends for hours, sometimes days and weeks. And you’ve multiplied the people who are also thinking and talking about it. Meanwhile, our complaining improves, precisely, nothing.

In fact, that might be the biggest problem: Complaining is a violent move to inaction. It replaces the need to act. If instead of complaining, we allowed ourselves to feel the energy without needing to dissipate it immediately — which requires what I call emotional courage — then we could put that energy to good use. We could channel it so it doesn’t leak out sideways.

In other words, let the uncomfortable feeling you have — the one that would otherwise lead you to complain — lead you to take a productive action.

What’s a better move when we feel like complaining?

 

Go ahead and complain. Just do it directly — and thoughtfully — to the person who is the cause of your complaints.

Talk to the person who yelled in the meeting. If that person doesn’t listen, talk to their boss. If you don’t like that idea, then, when it actually happens, say “Hold on. Let’s respect each other in this conversation.” If you missed the opportunity in the moment, then meet with them afterwards and say, “Please let’s respect each other in our conversations.”

That, of course, also takes emotional courage. It’s a scary, more risky thing to do, but it’s why it’s worth developing your emotional courage. While scary, it’s far more likely to be highly productive. It holds the potential for changing the thing that is the problem in the first place. Rather than become the negative influence, you become the leader.

If you want to brave this route, let your urge to complain be the trigger that drives you to take action in the moment (or, if you missed the moment, then shortly after).

The following advice can help:

  • Notice the adrenaline spike or the can-you-believe-that-just-happened feeling (e.g., someone yelling in a meeting).
  • Breathe and feel your feelings about the situation so that they don’t overwhelm you or shut you down. Notice that you can stay grounded even in difficult situations (e.g., feel, without reacting).
  • Understand the part about what’s actually happening that is complain-worthy (e.g., it’s not okay to yell and disrespect others in a meeting).
  • Decide what you can do to draw a boundary. Ask someone to shift their behavior or otherwise improve the situation (e.g., “Please let’s respect each other in our conversations.”)
  • Follow through on your idea (e.g., actually say: “Please let’s respect each other in our conversations.”)

It’s not nearly as easy as complaining. But it will be far more productive and valuable.

“But wait,” you might protest, “the whole reason I’m complaining is that I’m powerless in this situation. I can’t tell the person to be respectful because they’re my boss.”

You may be right. It’s true that most people complain because they feel powerless.

It’s also true that most people have more power in a situation than they believe they have, even with their boss. And, just maybe, it could be worth the risk to say something. You could say “I see that you’re very angry and I can feel how it’s shutting me down. Can we go a little more gently here?”

It’s a risk because the person may blow up even more…

…Or it may gain you their respect and, in one sentence, change the direction of the leader and the organization. That one moment could transform what could have become weeks of complaining into a moment of productive engagement.

More than once I have seen someone gain the respect of everyone in the room because they were courageous enough to be direct — caringly, compassionately, and truthfully. Almost always, everyone is surprised by the offending person’s response. Most times, the offender was more open to the feedback then they thought. Not always. But almost always.

Let complaining — and the feeling that leads to complaining — be the red flag that it should be: something wrong is happening and you are probably not powerless to do something about it.

I know we usually always blog about sales and business development, but I wanted to share this, because I know someone reading this, right now, needed this!  Now go have a great day.

 

The Solutionist, Cheryl Peltekis, RN.

3 Goals for 2020

3 Goals for 2020.

No more, no less!

What?????

Three goals? Just three goals?

Yes! Here is what I know from working with thousands of home care owners and their reps. We all have goals, but often they do not get met because the people made too many, they were too big, or they were pie-in-the-sky unrealistic!

Today I will share with you the best practices of how to crush your goals in 2020 in just two simple steps.

1. Set 3 goals

Why 3? Well, three is manageable. If you have too many goals, you become overwhelmed. You don’t do any of them well, and you quit all of them. So start with three and when you accomplish 1 of them add another to replace it

2. Make your Goals – S.M.A.R.T.

You have heard this before. As my Gross Anatomy professor, Dr. Phish (yes, that was really his name!) used to say, “repetition is your friend.”

S.M.A.R.T.


Specific

Let’s take a look at a common goal. I hear owners and reps say:

“I want to grow.”

Is that specific enough?  Well, it tells us you want to grow, but where? By a specific payer?  Revenue?  Profit?

This is a common goal that does not get met because it is not specific enough.

Measurable

Let’s take the “I want to grow” goal

By how much?  1% or 40% or 100%?

One owner might be pleased with a 5% growth goal where another needs double-digit growth to make their new budget work

Put a number to your goals!

Attainable

Here is a big one

We often hear owners say I want 50% growth

Is this attainable?

Could you staff if your rep brought it in?

One of our mentoring clients comes to mind. After a fantastic year of adding $1 million to her topline, she wanted to “do it again the next year.” That’s a tall order. 100% growth in her case to do it again in a home care agency that has been in business for 5+ years – Is that attainable?  You know your business best – you be the judge.

You have to take a hard look at the goals you write you want to stretch yourself but still make it achievable.

Relevant

Is it relevant to your business now?

Yes, we have future plans. But today is the best day to get started on your goals for 2020!

Time-sensitive

Put a time frame on when you will accomplish your goal

 

Let’s look at the example:

“I want to grow.”

When? Tomorrow? Next month? Next year?

Let’s turn, “I want to grow” into a S.M.A.R.T. goal.

  1. Grow my Medicare admissions by 10% in the next 60 days
  2. Grow my private pay hours to 4000 a week in the next quarter
  3. Grow my Hospice by diversifying my admitting diagnosis from 80% cancer to 3 diagnoses.  Add 2 new patient types that account for 30% of the admissions besides cancer in the next year.

Those are great S.M.A.R.T. goals!

2020 is YOUR YEAR!

Time to WRITE YOUR GOALS DOWN!

SPEAK them into EXISTENCE!

WORK to make them REAL!

We would love to hear from you –

Let us know your goals for 2020 in the comment section!

 

Together We Grow!

Keep Serving Seniors,

Melanie

PDGM IS HERE, NOW WHAT?

For most of 2019, we have been hearing about all the fears that PDGM will bring our home health agencies. We have heard issues with cash flow, 1/3 of the companies going out of business, and rumors of agencies that won’t survive with Rap Payments decreased to 20%.

I really felt like we were in the Chicken Little Movie, with the chicken running around screaming, “The sky is falling!” Now, the first week is here and the sky is still in place.

Let’s review what is going to help support our agencies operationally

First, we need to make sure that (with every referral) we get a list of all the possible diagnosis codes. This is going to help with getting the correct clinical group and capture the additional reimbursement for co-morbidities.

Next, we need to make sure that we have everything needed to support the face-to-face documentation. We don’t want anything to slow down the billing process or admission process. It is critical that every referral can become an admission and we don’t want to have the face-to-face encounter making our intake offices have a delay in accepting patients.

Now, what if they are for heavy therapy? Hopefully you already have a plan in place but if not you want to keep reading…

You must look at the referral sources and decide on how to service the patients without losing your shirts. You must know that you have the right therapist who will treat the patient according to what they need to keep out of the hospital and recover safely at home. You want to make sure you have therapy assistants working with your therapist to keep the cost of servicing the patient down.

You may need to add home health aide services to support patients more on days that the therapist isn’t seeing the patient. There may be opportunity to land some of the accounts from competitors that are fearful of taking therapy cases as well. If you can figure out how to do it without losing money, you may quickly become a preferred agency from your referral sources.

Another vital step to prepare for

We need to make sure that our staff is scoring the functional assessments correctly. That each nurse is reading the OASIS answers from the bottom up when completing the assessment. Too many times the nurse reads the possible OASIS answers from the top down and they underscore the patient’s functional status.

If your nurse still has questions about how to score functional assessment you can have one of the physical or occupational therapist and the nurse collaborate on possible answers. The OASIS Guidance Manual is the best resource out there. I am always shocked when I ask clients how they train their staff on OASIS and many clients never mention one of the best resources available to agencies and it is free!

You can find it here:  https://www.cms.gov/Medicare/Quality-Initiatives-Patient-Assessment-Instruments/HomeHealthQualityInits/Downloads/OASIS-D-Guidance-Manual-final.pdf.

The OASIS Guidance manual shows the items intent, and response-specific instructions. It also provides data sources and resources for answering the functional assessments. I always make sure each new nurse knows how to answer the functional assessment questions.

Final tip for PDGM

If you are a salesperson, you may be pressured more than ever to bring in new business. You may be pressured to bring in facility referrals because they reimburse the agency at a higher level. You will not be successful out selling without a repeatable sales process that is proven to give you results.

If you haven’t gone through our High-Performance Sales Academy this is the time to do it! If you are an owner and finally realized that you must have a salesperson help your organization grow, know we have the products that can help support you!

Go check out our website at www.homecaresales.com and find the solution to grown challenges! Happy, healthy, and prosperous New Year to all!

 

By Cheryl Peltekis, RN “The Solutionist”

 

PS: For those that need results FASTER – Our live coaching program starts Tuesday, January 14th and goes for 6 weeks with supplemental virtual training and weekly calls with the Home Care Sales team to launch your team to faster results. The best part? Coaching attendees all get a years access to the High Performance Sales Academy virtual suite!

You can sign up today and launch your team to new levels of success. The link is HERE: https://homecaresales.com/high-performance-coaching/

IT’S A SHORT WEEK – What to do this week

What to do this week:

­

You have had two short weeks – and it’s a pain when the holiday falls in the middle of the week.
­

Here is your prescription for handling the holidays – with precision.

­

  1. Ask on your weekly visits – “Are you taking off for the holidays? And Who will be handling referrals when you are out?”
  2. If you have availability – use it – while I am the queen of in-person calls – it is better to get to your referral sources then miss them completely – call your referral sources to share your availability
  3. Make sales calls – most of your competitors have already “left” for the year. They are taking off, and you need to take advantage. You will meet people whom you have not met before – get behind gatekeepers who are not there.

 

Its almost the new year – and its bringing REFERRALS to those representatives who are making an effort to get out there and be heard – that is you!

I am so grateful for all you do.

The after-hours and on weekends.

I see your efforts.

YOU are getting seniors the care they deserve!

I believe in you.

Thank you for being part of the Home Care Sales Community.

As we wind down 2019 – finish strong.

You inspire me to be better every day.

Thank you!

 

Happy New Year!

Melanie

Total Patient Care Delivery Model to Grow your Home Health, Hospice, and Private Duty Agency

Last week you may have seen my blog post, if you didn’t you can check it out here: Private Duty, Home Health and Hospice Owners: Want to grow your agency? Then Change your delivery model!  I promised you last week that I would teach you the steps to build a Total Patient Care Delivery Model and I will.

We talked about Sam and what happens when we each operate in a silo and just provide the patient and their family the services that we do so well. Unfortunately, that leads to patients that aren’t being delivered appropriate services such as private duty care, home health, or hospice services. That level of inferior care stops now! Let’s all develop a Total Patient Care Delivery Model.

Let’s do a brief visualization.

Just Imagine if we made just a few modifications to our current patients on our census plan of care.

First, the home care agency (private duty) notified hospice at start of care, that they have admitted a new patient and would like to have palliative services added to the patients plan of care.

Now patient can be seen once a month from someone from the hospice organization. This will allow for the hospice to identify and jump into action as soon as the patient becomes eligible for hospice services.

…Or Imagine if the private duty home care agency notifies a home health partner about non-healing wound related to the patient having a fall in home. Home health then gets visiting physician to see patient for a face-to-face encounter, and the patient goes on home health for wound healing.

The home health agency can also refer the patient to hospice to make a visit to see patient monthly. At the time that patient presents appropriate signs, the patient is then admitted to hospice services and discharged from home health.

If we all work together, the patient and the patient’s family have a better experience. The patient’s daughter gets a much-needed break and uses her 5 days of respite stay and pays for 2 more days privately while she visits her grandchildren. Patient receives 5 months on hospice services, which includes pet therapy. Mr. Sam loved dogs and this always improved his mood. The daughter loves to see her father so happy!

Hospice created an incredible life journey book, filled with stories and pictures of the patient’s life that was given to his daughter at her first bereavement visit. Sam’s daughter is feeling supported and at peace with her father passing away so comfortably in his own home.

It is time for us to escape the creation of patient care plans in a silo. It is time that we understand what each of us can do to make a total patient care delivery model. We can become real post-acute care experts! We have some of the smartest people in the industry reading this blog post right now. We each have an obligation and an opportunity to serve others to a higher level if we can just figure out how to work together to support our patients and their families. So many of us don’t even know what hospice provides!

I’m sure many of you would be shocked to know that hospice includes covering for all medications related to the terminal illness.

This includes incontinence products and nutritional supplements like Ensure or Glucerna. Hospice includes social services and spiritual counseling, as well as incredible programs to help dying patients leave a legacy.

Together is where we can provide care that is patient centered and family centered! So right now, I want all of you to think about who can you partner with? What Home Care Private duty agency is getting noticed in each of your service markets? What Home Health Provider has a large census and an excellent star rating? What hospice company in your area has the best reputation and a high patient census that can refer to your organization?

Once you have selected the providers you want to target, send them a letter about starting a Total Patient Delivery Model and looking for partners to work with.

 

Review the following:

 

 

 

Meet with your other potential post-acute partners and see if they are a good fit. This is your chance to build a process to share referrals and communicate about weekly admits so together you can build your total patient delivery model plan of care!

 

By Cheryl Peltekis, RN “The Solutionist”

Sales Slump? What do you do for an underperforming rep? How to make your way back to the top after disappointing referral results

This week I got a call from one of my favorite clients – Sally (names have been changed to protect the privacy of the client). She was super upset because her representative (Jen) was not producing to the level that Sally thought she should be by this time at a year into the position.

When Sally had a conversation with Jen about her production, Jen became really defensive and shared with anyone at the office who would listen “why she was not getting referrals”.

At some point, we have all faced a sales slump. That place where the referrals just are not meeting our expectations is tough.

What do you do?

Let’s start at the beginning.

What are your sales expectations? Can you or your rep clearly articulate them?

  1. 40 calls a week
  2. Document each call
    • The purpose of the call
    • Sales message of the week
    • What was the Home Care Sales Trigger™ question you asked to create a meaningful way to “ask for a patient or client.”
    • Follow up reason or activity

Did that list seem like a lot to pack in at every call?

It is easy to accomplish when you follow the structure of the TADA™ sales call.

This sales call takes less than 5 minutes and ensures you are hitting all the key points to deliver results.

When you read this blog – do you or your representative complete the expectations above?

Do you or your marketer have a sales message of the week? One that builds a bridge to your referral source and makes the connection to the patient type that you want? (Do you know the patient types you want to take advantage of PDGM?)

This owner had resources available for her representative.

Jen had access to tools, but she was not implementing them.

She was struggling. Jen REALLY wanted to do well, but she was FRUSTRATED. She didn’t know HOW TO DO THINGS DIFFERENTLY! She was doing 40 calls a week. But she was not using a sales message of the week. She was not using a Home Care Sales Trigger™ question, and she was not tracking how many times she had visited her referrals sources so she could figure her sales efficiency ratio and when it was time to do Step 4 the “REVEAL” sales call.

This story has a happy ending. With a little bit of structure and creating an expectation document for the representative. She was able to use the weekly sales messages and Home Care Sales Trigger™ questions from the Roadmap of Referrals to give her the words to say to gain referrals.

She was able to gain two referrals this week – she is off to a good start.

Looking for the tools that Jen used to “get back on track”?

 

High-Performance Sales Academy – Step by Step Formula to approach your referral sources to gain a referral.

RoadMap to Referrals – 52 wks of sales messages and Home Care Sales Trigger Questions™ that gets you results!

PDGM for Marketers – The “right referral starts with the Marketers.”

 

Serve More Seniors!

 

Together we GROW!

Melanie

Private Duty, Home Health and Hospice Owners: Want to grow your agency? Then Change your delivery model!

Private Duty, Home Health and Hospice Owners: Want to grow your agency? Then Change your delivery model!

Right now, many owners have their agencies operating in what I call “a silo.”  Patient referrals come in, we create a plan of care and provide services, and we think we are doing a pretty amazing job. But…let’s meet Sam!  Sam is an 84-year-old male, lives with Daughter who still works full time. This patient (Sam) had history of falls, is a diabetic, and has very poor vision. Recently Sam has started to become more demented and forgetful and he locked himself out of the house several times. Now Sam needs a caregiver on-site when daughter goes to work.

Good news: The Doctor refers to home care agency!  Yes folks, we have taught home care agencies to get referrals directly from physician offices using our 52-week road map to referrals.

Let me get back to the story… Next, the home Care agency visits the patient and sets up the patient with service 10 hours a day, Monday through Friday for 10 months. During that time Sam has several falls. One of those falls leads to a wound that developed on his shin and his diabetes makes it difficult to heal. The daughter and the aide keep it bandaged, as it’s is too hard to get Sam out of the house to go see the doctor anymore.

Does this sound familiar? Yes, we all have probably serviced a Sam or two. The aide continues to support Sam and his daughter until the patient dies with the daughter and caregiver at the bedside. Sounds great, right? He received help at home.  The doctor referred the patient for home care!  Yeah!  However, the Daughter was exhausted and overwhelmed with the care of her father and ultimately, left feeling alone, guilty, and extremely depressed.

The patient dies with pressure ulcers and in pain with daughter and the aide at the bedside, because he refuses transport to the hospital.

Where did this go wrong? Failure is the key to success! You see, you can learn from these patient stories. I’m sure my hospice folks feel terrible that they couldn’t jump in and save the day! My home health friends reading this are saying hey we could have helped with those wounds.

Now, imagine it went this way:

Imagine if the home care agency had developed a working relationship with a home health agency and a hospice.  Each week, leadership would meet to review current patient census to see if any of the other service lines are needed on a patient’s plan of care. Hospice could get additional aide hours provided by the private duty company. Home health agencies can refer a patient to the hospice organization to do an evaluation to see if hospice is appropriate.  Hospice can discharge patients that aren’t deteriorating back to the home health agency and the home health can subcontract aide services with the private duty company.

Let’s look at another example:

Sam has Alzheimer’s Disease. He lives with his wife Barbara. Barbara and her daughter take Sam to the physician’s office because Sam has a fever and a bad cough. The doctor does a chest x-ray and Sam is diagnosed with Pneumonia. Following these findings, the doctor does a swallowing test, and Sam ends up with a peg tube for feedings. The hospital orders home health on discharge to home.

Home health comes in and teaches the patient’s wife Barbara how to use Peg Tube. The wife asks for someone to sit with Sam 3 days a week for 4 hours so she can go food shopping, visit the hair dresser, and possibly meet up with some of her friends. The home health nurse explains that Medicare won’t cover that type of service. Sam dies 4 weeks later with an exhausted wife and daughter at the bedside.

Why does this happen? Home Health Nurse never made recommendations to add home care to the plan of care.  Hospice Was Not Referred to Support Patient And Family. Why? Well, it is because we assume everyone out there knows what private duty, home health, and what hospice do and the truth is unfortunate. We each build a plan of care knowing only what we know. This leaves the patient receiving subpar treatment and we find ourselves under-servicing the patients that we know and love. It is time that we understand what each of us can do to make a total patient care delivery experience!

Next week I will share with you my vision of the Total Patient Care Delivery Model. If you want to get a jump start on training yourself or your team, go check out homecaresales.com and look for our orientation training products.  They will help you to get a better understanding on what makes a patient qualify for services. Don’t miss my blog post next week! Until then, keep learning how you can service more patients by being a better patient advocate because you are constantly evolving your knowledge about post acute care services.

Cheryl Peltekis, RN “The Solutionist”

Lessons We can Learn From the Movie Home Alone

Recently, I watched the movie Home Alone with my family. While a movie about the earth’s two most inept burglars might not seem like it relates to your services, you may want to look again.

I want to explore some key moments of the movie Home Alone and how its timeless message also mirrors many home health, private duty, and hospice providers (and their sales people).

Key Moment #1: Kevin is left ALONE

Obviously the entire movie centers around eight year old Kevin Mcallister being left home while his family travels abroad. This is a nightmare scenario for any parent for sure, but think about Kevin. At first he is elated to be home without this “family oversight” that is causing him so much stress. I imagine many salespeople relish the freedom that their position allows. Some will thrive and even rise to the occasion like Kevin, but even more will act like the 8 year old child that is left home would normally act. Confused, unsure what to do, and not able to get want they want (referrals).

Key Moment #2: Thieves come to take the Mcallister’s Possessions

I mean, if the door knob is that hot, why hold on to it? If there is a blow torch blowing on your head, why just stand there? You think you are bad at your job?! They were awful! Your competitors are out for the same business you are. They want your referrals and many of them will resort to whatever means necessary to get the business that you are working for. How do you prevent them from taking your business? Process…but we’ll get to that in a moment.

Key Moment #3: The “scary” neighbor reconciles with his son

This is a huge moment in the movie. The original perception was that the neighbor was a murderer that somehow escaped justice and was now living next door! That perception was proven false. He was actually a caring man who ultimately took a chance that lead to a beautiful moment with his son where they spent the holiday together.

What do you think your referral sources think of the services you provide? Do they see a caring agency that makes a daily business of changing the lives of their patients or do they see another provider asking them to do more work so you can get paid? That’s a tough one for many agencies. You have to reconcile the experiences that have lead them to dislike working with agencies like yours to the joy that comes from working with you.

When you can shift their perception (just like the neighbor and Kevin sitting down and getting to know each other at the church), you can help them to see you for the beautiful, life-altering superheroes that you and your agency are. Without the opportunity to prove it, however, you are going to live as the misconception instead of the miracle you are.

What do these three key moments have in common? They all speak to the responsibility of your salespeople, reps, marketers, or liaisons. They control the reputation and census volume of your agency.

 

Knowing that, have you:

 

#1: Left your salespeople on their own with little guidance?
#2: Sent them out without a process to differentiate from their competitors (ultimately letting your competitors steal your referrals)?
#3: Neglected to provide them with the tools necessary to CHANGE the way they are seen by their referral sources?

For many agencies the answer to all of these questions is yes. Not because they are bad agencies, but because we are not used to spending resources on preparing our salespeople to be successful. We expect them to be good already. We often hire folks with a book of business already in hopes that they will immediately bring referrals.

Imagine instead, how powerful giving your team a sales process (the clinical equivalent of a care plan) to follow that would get them the results that both you and them want. Now imagine it costs less than a referral in most cases. You really don’t have to imagine. The tools you need are already out there and they are ready to be used.

Consider:

 

PDGM for Marketers and Liaisons: This short course includes access to a pre-recorded educational webinar training and supporting PDFs (including the presentation).

Orientation to Home Health, Hospice, or Private Duty: Digital comprehensive guides to understanding how each business line works.

High Performance Sales Academy: The 5 Step Selling Process explained with supporting video training, educational video games, and PDF/Excel Documents for download.

High Performance Sales Coaching + The High Performance Sales Academy: All the process training from the HPSA + six group coaching calls with Cheryl and Melanie and a separate course designed to further your strategic approach to your market.

Masters of High Performance Selling: MIPS? Care Plan Oversight? Giving Presentations? The Masters of High Performance Selling is the next step in the High Performance Process. It’s built to take relationships you have built to the next level. Hours of video training, educational supplements, and

The Roadmap to Referrals: Your ultimate guide to positioning yourself for referrals is found here. A strategic plan for all 52 weeks of the year with diagnosis based education, handouts customized with your logo and info, and a monthly group webinar that will prepare you for each month. This proven strategy is easy to follow and has lead to massive referral increase. Bonus: Home Health is now optimized for PDGM! Sign up before the 13th to get started!

 

By clicking on the above links you will be taken directly to the checkout page for each program. If you’d like more info you can explore them on our homepage or email mike@homecaresales.com to arrange a demo.

 

Make sure your team isn’t Kevin McAllister this year. Give them the proven tools for High Performance.

 

Happy Holidays!

– Jason

 

About the Author:

Jason Lewallen is Vice President of Marketing

for Home Care Sales

He can be reached at:

Email: jason@homecaresales.com

Phone: 615.815.7907


PS: Might want to consider…

If you are a home health, hospice, or private duty agency who struggles with:

  • educating your referral sources
  • not having professional handouts with the correct clinical/treatment info
  • not knowing what to say to drive referrals
  • not having time to train your sales team about diagnosis specific info

…then the Roadmap to Referrals program is the answer you have been looking for. Agencies are using this methodology to gain more referrals and position their entire sales team as experts.

It’s a plan for every week of the year and can lead to double and triple the referrals you are currently getting. The investment is a mere $500 per month. That’s less than a fraction of a referral!

***Home Alone is the trademark of Disney Media and 20th Century Fox. All rights reserved.