Good Staff, Good Company

I learned a long time ago that the most important investment you have is your staff. Your employees are not an expense — not at all! They are an investment.

Of course we all understand that the government cannot sustain the outflow of dollars for Medicare without some dramatic changes. Unhappily, when changes are sought, it is usually from the group that does not have the means of fighting back. Home care providers now appear to be a prime target.

That means we must prepare to make some changes, so now I hear one complaint echoing through much of the industry: “We have to reduce expenses.”

Yes, I agree with that. I also know that when you reduce your investment in staff, you are not going to save any money but you will probably be downsizing your operation.

Before you take this step, think of the time and money you have invested in every employee. Think of all the training and knowledge you have passed over to them. Instead of downsizing, I suggest you look for a better return on this investment.

Virtually every successful HME provider I have spoken with who has trained his staff well has been able to send these employees throughout the community as salespeople. These successful entrepreneurs have asked sales reps from their prime vendors to hold training seminars for staff and to make joint calls with them.

I find it wonderful to hear how these new “salespeople” absorb knowledge and then become experts representing the provider in the community.

So where can you reduce expenses? Well, the first thing is not to bring in a box of doughnuts every morning, and next, look to see how many of your people are performing the same task.

Every HME operation also needs a strong inside manager who can help avoid such situations. I have visited many home care companies that have good inside managers, and I have seen how they can help save costs by monitoring and controlling every phase of the operation. I have seen good managers take the time to route delivery vehicles to maximize their efforts. I have watched how they arrange the warehouse inventory in an alphanumeric sequence.

I had an ex-Marine drill sergeant as my operations manager. Talk about discipline, we had it! We also had a great company spirit. Our people all wanted to be the best. As a good leader, you can instill that same feeling to get the most from your investment (in both staff and money) with the correct team.