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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.

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/