The Ultimate Guide to Growing Your Healthcare Organization

Sep 17

What's the secret to growing and scaling a healthcare organization? Well, I can tell you that it's more than just getting more new patients. Now, obviously you can't grow any healthcare organization without patients and in order to attract patients you need to have your marketing plan down pat. However, what happens once a patient makes a new appointment? And what happens when your clinic or office hits its bandwidth? What do you do then?

The reality of running a medical practice is that it is more than just getting more new patients. It comes down to the care that is provided by your healthcare professionals and support staff. Now, no healthcare organization can afford to stay stagnant but most business owners or managers are not looking to run a practice that comes off looking like a mill. Patients expect great health care and employees want to be able to provide great health care. However, at the end of the day, healthcare is a business and if you are not making a healthy revenue then you can't reinvest back into the employees or patients.

Growing a healthcare organization 14 x, which we were able to accomplish, wasn't simply due to more money being spent on marketing or social media. Instead, it was due to building a dynamic culture that was focused on providing high quality patient care, developing healthcare leaders, developing and implementing health systems and processes, and having a sound expansion strategy.

Since marketing is fairly straight-forward, we are going to explore those areas of healthcare and business that many healthcare organizations overlook.

Hiring the Right People

In the healthcare industry, where patient care is paramount, hiring the right people is crucial to the success of your organization. Hiring the right people starts with your interview process.

What skills are you looking for when interviewing candidates? Do you tend to focus on the technical skills of the job? These are important and you do want to know that employees can do the job. You wouldn't want to hire a chiropractor who couldn't adjust a patient's spine. And you certainly wouldn't want to hire a surgeon who was not good at surgery.

Beyond technical skills and qualifications, though, cultural fit and a genuine passion for patient care are essential qualities to look for in potential employees. There is nothing worse than hiring someone who looks great on paper but then does not fit with the rest of the organization. Or they look great on a resume and then they provide inadequate patient care.

Defining Your Organization's Culture

Before you can assess a candidate's cultural fit, it's essential to have a clear understanding of your organization's culture. What are the core values that guide your team's behavior? What are the shared beliefs and expectations that define your workplace? By articulating your culture, you can attract candidates who align with your mission and vision.

Identifying Key Cultural Values

Once you've defined your organization's culture, identify the key cultural values that are most important to your team. These might include:

Patient-centered care: A commitment to providing compassionate, high-quality care to every patient.
Collaboration: A willingness to work together towards common goals.
Innovation: A desire to continuously improve and find new ways to deliver care.
Integrity: A commitment to honesty, ethical behavior, and professionalism.

Developing Interview Questions to Assess Cultural Fit

To assess a candidate's cultural fit, ask questions that probe their values, beliefs, and experiences. For example, you might ask:

"Tell me about a time when you had to prioritize patient care over other tasks."
"How do you handle conflict with a coworker?"
"What motivates you to work in healthcare?"
"Describe a situation where you had to adapt to a new process or system."

By asking open-ended questions, you can gain insights into a candidate's personality, values, and approach to work.

Assessing Candidates' Passion for Patient Care

In addition to cultural fit, it's essential to assess a candidate's passion for patient care. This can be done through:

Behavioral interviews: Ask questions that require candidates to describe specific situations and their actions in those situations.
Reference checks: Assume the reference thinks the candidate is amazing. Instead, ask them to name 2 or 3 areas where the candidate can improve.
Volunteer work or previous experience: Consider a candidate's involvement in volunteer work or previous experience in the healthcare field.

Implementing a Comprehensive Onboarding Program

Congratulations! You hired an amazing new employee. Now, throw them right into the mix. Sure, they might struggle for awhile, disrupt patient care, and impact the rest of the team, but who cares. They'll catch on eventually. While this sounds horrible, this is how many new employees are "onboarded." And then we wonder why the new employee is still struggling months later.

A well-structured onboarding program should be set up for all new hires to feel welcomed, informed, and prepared to succeed in their roles. By providing a comprehensive onboarding experience, you can accelerate new hires' integration, ensure consistent quality of care, and boost employee satisfaction and retention.

Creating a Structured Onboarding Plan

A structured onboarding plan should outline the key steps and activities that new hires will participate in during their first few weeks or months. Consider the following elements:

Welcome: Greet new hires warmly and provide them with essential information about the organization, its mission, and its values.
Orientation: Familiarize new hires with the company's policies, procedures, and expectations.
Training: Provide necessary training on job-specific tasks, software systems, and relevant industry standards.
Mentorship or buddy system: Assign a mentor or buddy to guide and support new hires.
Performance expectations: Clearly communicate performance expectations and goals.
Feedback and evaluation: Establish a process for regular feedback and performance evaluations.
Check ins: whether its a 30-60-90 day check-in or what makes sense for you, make sure the employee is progressing and doesn't have any pertinent questions.

Assigning Mentors

Mentors can provide valuable guidance, support, and a sense of belonging for new hires. Consider pairing new hires with experienced employees who have similar roles or interests. Mentors or buddies can offer advice, answer questions, and help new hires navigate the organization's culture.

Providing Necessary Training and Resources

Ensure that new hires have access to all the necessary training and resources to succeed in their roles. This may include:

Job-specific training: Provide training on the specific tasks and responsibilities of the new hire's position.
Software training: Train new hires on any relevant software or systems.
Compliance training: Ensure that new hires are aware of and comply with all relevant regulations and standards.
Continuing education opportunities: Provide opportunities for ongoing learning and development.

Evaluating Onboarding Effectiveness

To measure the effectiveness of your onboarding program, consider the following metrics:

Time to productivity: How quickly do new hires become productive in their roles?
Job satisfaction: Are new hires satisfied with their jobs and the onboarding process?
Retention: Are new hires likely to stay with the organization long-term?
Employee feedback: Gather feedback from new hires to identify areas for improvement.

Creating Efficient Systems and Workflows to Boost Productivity

Efficiency is key to providing consistent, high-quality care while managing costs. By identifying areas for automation, implementing technology solutions, and streamlining workflows, you can boost productivity and improve patient outcomes.

Identifying Areas for Automation

To maximize efficiency, start by identifying tasks that can be automated. Look for repetitive, time-consuming activities that are prone to errors. Some common areas for automation include:

Administrative tasks: Scheduling appointments, insurance verification, medical records management
Data entry: Entering patient information, coding medical records
Billing and collections: Generating invoices, processing payments
Reporting: Creating reports and analytics

Implementing Technology Solutions

Once you've identified areas for automation, explore available technology solutions. Consider the following options:

Electronic health records (EHRs): EHRs can streamline patient data management, improve communication between healthcare providers, and reduce errors.
Practice management software: This software can automate many administrative tasks, such as scheduling, billing, and reporting.
Automation tools: There are specialized tools available for automating specific tasks, such as robotic process automation (RPA) and artificial intelligence (AI).

Streamlining Workflows

In addition to automation, streamlining workflows can help improve efficiency. Look for opportunities to eliminate unnecessary steps, reduce bottlenecks, and improve communication between team members. Consider the following strategies:

Process mapping: Create visual representations of your workflows to identify areas for improvement.
Standardization: Develop standardized procedures and protocols to ensure consistency and efficiency.
Communication: Improve communication between team members to reduce misunderstandings and delays.
Collaboration: Encourage collaboration and teamwork to leverage the skills and expertise of your staff.

Measuring Efficiency and Productivity

To assess the effectiveness of your efficiency initiatives, it's important to measure your progress. Consider the following metrics:

Time to completion: How long does it take to complete specific tasks?
Error rates: Are there any improvements in error rates?
Patient satisfaction: Are patients satisfied with the efficiency of your services?
Staff satisfaction: Are employees satisfied with their workload and the efficiency of their processes? Are there any platforms or resources that would lighten their load?

Investing in Leadership Development

Strong healthcare leadership is essential for the success of any healthcare organization. Don't believe me? According to Gallup, 50% of employees who quit their jobs do so "to get away from their manager." By investing in leadership development, you can empower your employees, foster a positive work environment, and drive practice growth.

Identifying Leadership Potential

To identify potential leaders within your organization, look for individuals who exhibit the following characteristics:

Strong communication skills: Effective leaders are able to communicate clearly and persuasively.
Problem-solving abilities: They are able to identify and solve problems creatively.
Decision-making skills: They can make sound decisions, even under pressure.
Interpersonal skills: They are able to build relationships and work effectively with others.
Positive attitude: They have a positive outlook and can motivate others.

The challenge here is that only 20% of people have some of the necessary traits and can become effective leaders with the right development and coaching.

Providing Leadership Training Programs

Once you've identified potential leaders, invest in leadership training programs to help them develop their skills. Why? According to research by Gallup, about 10% of people possess the natural talent to be great managers or leaders. As a result, your training programs might include:

Leadership workshops: These workshops can cover topics such as communication, delegation, conflict resolution, and team building.
Mentorship programs: Pair potential leaders with experienced mentors who can provide guidance and support.
Coaching: Provide one-on-one coaching to help leaders identify and address their development needs.

Supporting Leadership Development

To support leadership development, you need to create a culture that values learning, growth, and continuous improvement. Consider the following strategies:

Feedback: Provide regular feedback to employees to help them identify areas for improvement. Also, feedback goes both ways so allow employees to provide feedback to leadership.
Career development: Offer opportunities for career advancement and professional development.
Mentorship: Encourage employees to seek out mentors or coaches.
Networking: Connect employees with other leaders in the industry.

Fostering a Positive Organizational Culture

You've hired an employee and they have gone through the onboarding and training process. Now what's going to keep them engaged and motivated? A positive workplace culture is essential for attracting and retaining top talent, improving employee morale, and driving business growth. A fulfilled employee provides better patient care. On the flip side, a negative workplace culture can lead to increased employee turnover and employees who are not motivated or focused. Think how that can affect patient care?

Creating a Positive Work Environment

A positive work environment is characterized by respect, trust, and a sense of belonging. To create such an environment, consider the following strategies:

Open communication: Encourage open communication and feedback between employees and management. Poor communication is a great way to not only affect patient care but erode employee trust.
Respectful interactions: Promote respectful interactions among all team members, regardless of their role or position.
Work-life balance: Support a healthy work-life balance for employees to reduce stress and improve job satisfaction.
Employee recognition: Recognize and reward employees for their contributions and achievements.

Encouraging Teamwork and Collaboration

Effective teamwork and collaboration are essential for achieving organizational goals. To foster a collaborative culture, consider the following strategies:

Team-building activities: Organize team-building activities to help employees get to know each other and build relationships.
Cross-functional teams: Create cross-functional teams to encourage collaboration across different departments.
Shared goals: Set clear and shared goals to align employees around a common purpose.
Conflict resolution: Develop effective conflict resolution strategies to address disagreements and misunderstandings.

Recognizing and Rewarding Employee Achievements

Recognizing and rewarding employee achievements is essential for boosting morale, motivation, and job satisfaction. Think about it. We all want to know that we are doing a great job and that it is appreciated. In addition, it might be tempting to sometimes think that people don't want to work anymore. That is why recognizing their efforts is so important. It's not just about hitting major milestones. Reward the work that you want to see done. I would consider the following strategies:

Public recognition: Recognize employees publicly for their accomplishments, such as in team meetings or company-wide announcements.
Personalized rewards: Offer personalized rewards that are meaningful to employees, such as extra time off, gift cards, or professional development opportunities.
Employee of the month or year programs: Recognize outstanding employees with awards or recognition programs.

Promoting a Culture of Continuous Learning

A culture of continuous learning is essential for staying competitive in today's rapidly changing healthcare industry. While some professionals are required to take continuing education, are they taking the bare minimum or waiting until the end of their two-year license cycle to sign up for education courses? And what about the employees who are not required to take continuing ed? How can you create the kind of environment where employees are curious and want to learn?

Professional development opportunities: Offer employees opportunities for professional development, such as training courses, conferences, or certifications.
Mentorship programs: Pair employees with mentors to provide guidance and support.
Employee-driven learning: Encourage employees to take ownership of their learning and development.
Feedback and coaching: Provide regular feedback and coaching to help employees grow and improve.

Developing Patient Retention Strategies: Building Lasting Relationships

Retaining patients is just as important as attracting new ones. By implementing effective patient retention strategies, you can cultivate long-lasting relationships with your patients and drive practice growth.

Conducting Patient Satisfaction Surveys

To understand your patients' needs and identify areas for improvement, conduct regular patient satisfaction surveys. These surveys can provide valuable insights into your patients' experiences, helping you tailor your services to meet their expectations.

Implementing Personalized Follow-Ups

Personalized follow-ups can help strengthen patient relationships and demonstrate your commitment to their care. Consider the following strategies:

Post-appointment follow-ups: Reach out to patients after appointments to check on their well-being and address any concerns.
Personalized thank-you notes: Send handwritten or personalized thank-you notes to patients to express your gratitude for their trust.
Birthday or anniversary greetings: Send birthday or anniversary greetings to patients to show that you care.

Improving Communication Channels

Effective communication is essential for building patient trust and loyalty. Consider the following strategies:

Multiple communication channels: Offer multiple communication channels, such as phone, email, and online portals, to make it easy for patients to contact you.
Prompt responses: Respond to patient inquiries and concerns promptly to demonstrate your commitment to their care.
Clear and concise communication: Use clear and concise language to ensure that patients understand your instructions and recommendations.

Stagnation is Not a Strategy

If your revenue doesn't meet inflation, you made less than last year. Let that sink in for a moment. That is why you need to always be focused on growth. And, I'm not talking exclusively about opening more clinics or buying other healthcare systems, though those are strong options. Now, perhaps you are happy with your current financial situation. Well, here's the truth: patients expect growth and employees expect growth. Therefore, health care organizations need to know how to continuously grow.

Developing a Growth Plan

It's hard to execute without a proper plan. Remember, the name of the game in business is not only to make money but it is also to not lose money. That is why you need to develop a strategic growth plan that aligns with your organization's goals and values. Consider the following steps:

Assess your current situation: Conduct a thorough review of your organization's strengths, weaknesses, opportunities, and threats.
Identify potential areas for growth: Look for new services or markets to expand into, improve existing processes, or increase efficiency and productivity.
Set specific goals: Determine what you want to achieve through your growth plan and set specific, measurable goals.
Create action plans: Develop detailed action plans with timelines and responsibilities to achieve your goals.
Track progress: Regularly track and monitor progress towards your goals and make adjustments as

Once you've identified potential expansion areas and assessed the feasibility and risks, you can begin to develop a growth plan. Your plan should include:

Clear objectives: What are your specific goals for expansion?
Timeline: When do you plan to expand, and what are the key milestones?
Budget: How much will the expansion cost?
Resources: What resources will you need to support expansion, such as personnel, equipment, and facilities?
Risk management: How will you mitigate the risks associated with expansion?

Growing healthcare organization requires a comprehensive and strategic approach that goes beyond simply increasing patient volume. By focusing on hiring the right people, implementing efficient systems, investing in leadership development, and fostering a positive organizational culture, you can create a sustainable and thriving healthcare practice.

Remember, growth is a journey, not a destination. By continuously evaluating your progress and making adjustments as needed, you can position your healthcare organization for long-term success.

Ready to take your healthcare organization to the next level? Schedule a complimentary strategy call with Best Practice Strategies to discuss your specific goals and learn how we can help you achieve them.

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Daniel Neissany