Instead of using the term "New Norm", we've changed it to the "New Better". In designing our re-entry and recovery plan, lets use this opportunity to look for ways to get better! In our New Better series, we are sharing easy-to-implement ways to virtually connect with physicians, APPs and their staff. Today we’re sharing ideas about launching a virtual office managers' meeting. This includes managers from our employed, independent and competitor offices. After watching, download our "How To Start an Office Managers Council" resource. Timing is everything! Don’t let the competition seize this opportunity first. Keep delivering your New Better. If you missed last week’s video – How Video Can Make the New Normal, the New Better – check it out. https://youtu.be/GmqiviAliZ0
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The COVID-19 crisis experience has offered lessons for everyone to take forward into what some are calling the “new normal.” But, I think you would agree that staying relevant in these ever-changing times means we must constantly get better and better. So, we’re starting a series called The New Better. In our New Better Series, we will bring you tips, advice and examples of how physician liaisons are taking their performance to the next level. We’re starting with effectively using video and virtual media to continue building your relationship as a trusted advisor with physicians and their staffs. WHY? Video is the next best thing to facetime in the field Video extends your reach Plus, video has pass along value for the entire team and serves as a resource for future reference HOW? We will provide a series of quick tutorials and a free webinar. Video Visit or Call - Short and focused; great method when new information needs to be shared immediately or to stay top of mind with a weekly update Virtual Office Manager Meeting - Live, interactive meetings to facilitate communication [...]
Liaisons - Are You Prepared for Re-Entry? Liaisons - Are You Prepared for Re-Entry? Many Liaisons are making their way back into the field to listen to the needs of providers and their staff while educating them on any new processes. Here is a quick lesson on process mapping that you should conduct before you start promoting any key service-line or process. This investment will serve you, your organization and your customers well …guaranteed! Remember: P6 – Proper, Prior, Preparation, Prevents, Poor, Performance! Cheers to a successful re-entry and continued peak performance. Now is the time to prepare for life after COVID-19. For other Relaunch and Recovery tools, visit our Resource Page. We share webinars, videos, downloadable checklists and articles to ensure you are prepared for re-entry into the field. Liaisons - Are you prepared for re-entry? (video) https://youtu.be/-krPDlgauck
Glowing skin is always in! Summertime - here we come! As Liaisons, we get a lot more sun exposure than we realize. I remember in my early 30s looking down at my hands one day thinking – who’s hands are these? They were aging faster than any other part of my body – and that’s when I had my aha moment. “Driving is exposing my hands to so much unprotected sun exposure!” We forget we’re constantly exposed to sun and UV rays – even when we’re not in the pool or at the beach - causing skin damage and the unwanted look of aging. Sunscreen is critical in keeping our skin healthy and youthful. A lot of products come with "built-in" sunscreen, but is that really enough? In this week's Friday From the Field video, listen to a few tips from Andrea Curless, our Health and Wellness Coach, who lives in Tucson, Arizona where the sun shines bright all year round! Andrea always keeps her focus on You and Your Health in her Make You Matter series. Glowing skin is always in! Tammy Tiller-Hewitt [...]
A significant concern across hospitals and health systems is rebuilding patient confidence after COVID-19. As we move towards relaunch and recovery efforts, the Marketing and Outreach teams play a mission-critical role in coordinating messages related to safety and patient confidence. Many facilities have taken great measures to make their environments cleaner than ever, instituting several layers of coronavirus screening and testing, social distancing and many other safety measures. How will patients know about these efforts? Insert your Marketing and Outreach teams! This is a huge opportunity to work collaboratively to deliver a coordinated message to the public, community providers and their staff, combined with all digital media platforms. In this week’s Friday from the Field video, take a look at how one hospital is using videos, collaterals and on-site messaging - with very clever use of masks - to ease the fears of even their youngest patients and their parents. https://youtu.be/vZN56RlxQ3E
Virtual visits (aka telemedicine) is our new norm and here’s how Liaisons can help… A couple of weeks ago Deb Sheetz from Dayton Children’s Hospital shared several tools and techniques to help providers jump into the world of virtual visits. This week, she is back with the Top 10 Best Practices for virtual visits. (Thanks Deb!) You have heard the saying, “there are two sides to every story” well that’s no different with virtual visits. While there has been a lot of emphasis put on the patient’s experience – we also need to help with provider experience. This Top 10 Best Practices for Virtual Visits tool will help your providers in several ways. First, with relationship-center communication skills, proven to increase empathy. And second, to understand the importance of the virtual visit method moving forward into the new norm. Download the tool today and begin sharing it with your physicians and Advanced Practice Providers. It may ease some of the anxiety about stepping in front of the camera. Once again – Liaisons save the day with added value! https://youtu.be/-SYJQ996cYs
As healthcare leaders begin to shift their focus to post COVID-19 elective surgery recovery, the resounding question from leadership teams has been "Where do I start?!" Our advice is to start by quantifying the elective surgery backlog and short to mid-term operating room capacity, modeling different scenarios of reopening based on current and expected guidelines and restrictions. With volume and capacity quantified, you can model the time it will take to work through the backlog given your organization's "current state". For many organizations, physicians, and patients, the outputs of this model will be unacceptable. If you find yourself in that situation, you will have the framework necessary to guide the operations work that must be done to find alternative solutions to accommodate the COVID-19 elective surgery backlogs. We have several complimentary resources available to help. If you’re just getting started or need confirmation of your efforts – download a complimentary Rapid Relaunch & Recovery Readiness Checklist and/or listen to the webinar we hosted for hundreds of healthcare leaders. Call us if you need us. We stand ready to help with COVID-19 elective surgery [...]
Healthcare Leaders – this week’s message is for you. We’re finding many healthcare organizations are shifting their focus to COVID-19 business recovery - so quickly - that they’re missing the critical first step. Since business recovery is a team sport - Step #1 is building your dream team. For every missing member - it will cost an organization time, money, and relationships. As the leader, you understand the big picture, next your department leaders understand their service line needs and physician leaders represent their specialty. But who is providing the COVID-19 business recovery team an unbiased representation of all physician specialties and their staff, while simultaneously keeping the communication with them wide open? Hopefully your answer is "my physician liaison or outreach team"! Use their trusted-advisor status to communicate openly, honestly, and frequently with your most anxious group of stakeholders. Don’t let your competitors establish a better collaborative recovery plan. When your customers are anxious, they’re vulnerable. They need to hear from you …often! We have several complimentary COVID-19 business recovery resources. If you’re just getting started or need confirmation of your efforts [...]
Take a look at this week's Friday From the Field video as Tammy Tiller-Hewitt shares another way to bring value while working from home. Do you ever get to a restaurant knowing what you’re going to order, but after looking over the menu you discover another entrée, appetizer, or dessert that you didn’t even know existed? Yeah - same here! What about the menu of services from your organization? Do all of your practices realize all that your organization offers? Even if you’ve told them once – twice – multiple times, we guarantee they can’t possibly keep up with it all. That’s why we created our Request for Resources. It’s an easy plug and chug template that allows you to create an inventory or “menu” of all that your organization offers providers, their staff, and patients. This is a perfect project to complete while you’re out of the field and allow you to bring value while working from home. Download the Request for Resources template, customize and blast it out to all your practices and referral sources. They can take an inventory of [...]
In implementing our Post-COVID Relaunch & Recovery Readiness Checklist, we continue working with healthcare leaders and outreach professionals across the country. Once again, we are reminded why there is no other industry we’d rather be in than healthcare! We’ve heard heartwarming stories of generosity and heartbreaking stories of jobs lost. Every role is being scrutinized and evaluated, including the C-suite and employed physicians. For those liaisons who have lost their job – we are sincerely sorry and prayerful for new and better opportunities. The reality is, we’ve planned for disasters, but not pandemics. Every leader and every organization is dealing with this crisis so differently, because a pandemic is unchartered waters. With that being said – if you missed the COVID-19 Relaunch & Recovery Readiness webinar – download a recorded version and listen for ways you and your organization can start preparing for the recovery phase. A recovery plan should always include the outreach team sitting at the table and at the core of the planning and execution phases. Go through the checklist – then start calling people, scheduling meetings, and collaborating. https://youtu.be/gtqEyFCD304 [...]