how care operators can thrive under cdc people streme_healthxn_learningseat_public

HOW HR CAN HELP CARE OPERATORS THRIVE UNDER CONSUMER DIRECT CARE

PeopleStreme Webinar

© Copyright PeopleStreme 2016

Your Webinar Hosts

Melissa Cairns

Disability and Aged Care Specialist

Rosie Wilson

Digital Business Consultant

Marc Niemes

HealthXN & LearningSeat


Observations & Industry Feedback

Move beyond compliance

training

Focus & align people to

company goals

Reduce Risk & Reputational

Damage

Webinar Agenda


Observations

» Moving from block funding to CDC packages» Improve Service Delivery at less cost» Improve patient care» Confusion and lack of direction in times of change» New skills required » Resistance to changing environment



“CDC is about my ability to choose providers of services but we are confused about the

information to make that choice.”

» Care Recipients & Family Observations

“We want clarity on costs and what we are getting.” “I am paying one organisation but

getting service from another?”

“We will get better at sharing our experiences with others about our care and so we will be the biggest

champions or the opposite.”

“We don’t want to be handled by lots of different staff, train and empower

them to be your advocates.”



“How do we help staff be more efficient in care and less time on Administration.”“How do I know if they know

what they need to know?”“What are my real delivery costs per customer, not just per bed?”

“My training is locked up as part of EBA, what can we realistically do

with the resources we have?”

“How do we find good staff?”

» Care Providers Organisation Quotes



“I don’t have the time to train and the organisation doesn’t really understand what we really have to do.”

“I am not here to “sell” to customers I am here

to work…”“We have too

many meetings.”

“I hate compliance.”

“I love that the organisation wants to train me, I would love to be able to learn new skills and get

extra qualifications.”

» Carer Quotes



“Success by accident can’t be repeated.”“People Purchase on Trust

balanced with Cost.”“Care is a people business, that is only

just starting its digital revolution.”

“Find the problem and then deliver me your value in solving it.”

» Some relevant quotes in Customer Service


What Can HR do about this….

» Get the ROI on training investment for 1-2% of payroll. Care is a people business

» Metrics of 1 “client” leaving facility» Eg. $22,000 of funding per bed

» Get compliance over with efficiently, then train to your strengths» Benchmark your Organisation/Industry but then go wider» Clear Sense of Purpose» Motivation/Content/Systems


What can HR do about this…

» Campaign not single event» Genuine» Choose an “Influencer Group” then expand» Blended Approach» Leverage what you have first…


Move Beyond Compliance

Re-train & Up skill Employees» Identify competency gaps» Set Learning and Development Plan» Learning Activities: 70% On the job activities; 20% Coaching and

mentoring; 10% formal courses» Targeted learning activities for employees that are aligned

to the company plan» Regular development conversations through one on ones


Focus & Align People to Company Goals


Focus & Align Employees to Company Goals

» Re-align people to strategic or operating plan » Improve employee time to effectiveness» Accelerate individual and company performance


Focus & Align Employees to Company Goals

» Introduce performance management system

» Set face to face planning at the beginning of the year

» Set Quality Objectives (VQTQ)

» Set Development Plan

» Set competencies

» Set organisational values & behaviours

» Regular catch ups via One on One’s with notes attached

» Document and evidence to substantiate the review (no surprises)

» Make it EASY, enable the line managers


Reduce Risk & Reputational Damage


Reduce Risk & Protect from Reputational Damage

» Large volumes ofrecruitment & onboarding= risk of non compliance

» Non compliance of mandatory forms

» Non compliance on policies

» Forms and proof ofpolicy sign off are lost

» Behavioural issues due to lack of performance management

» Law suits & whistleblowing


Reduce Risk & Protect from Reputational Damage

Complete Forms and Policies On Line» Instantly reportable

» Reduce Risk of non completion

» Reduce Operational cost of legal cases

» Reduce Reputational costs through bad publicity

» Protect from reputational damage

Performance Management on line» Align employees to company strategy or operating plan» Measure employees against company values and behaviours» Increase communication and imbed behavioural changes via

one on one’s » Reduce Risk of non completion


Getting in touch

Get in touch for business case assistance:

[email protected]

Or Marc [email protected] or www.learningseat.com

http://www.peoplestreme.com/

mailto:[email protected]

mailto:[email protected]

http://www.healthxn.com/

how care operators can thrive under cdc people streme_healthxn_learningseat_public

Healthcare