More Change Equals More Communication

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Raymond Belles By Raymond Belles 
Director of Consulting and Education, McKesson
Home Health Software Communication

Homecare providers are all too familiar with change, whether it’s occurrences in a patient’s life, new healthcare laws or new software platforms. In just about every case, those changes are made easier with an abundance of communication.

That’s why McKesson advocates creation of a robust communication plan before beginning any home health software implementation. The process starts with an all-staff meeting that introduces the product team, presents a high-level overview of the new system’s features and introduces a timeline for the project. It’s important to explain how the transition plan was developed and how any changes to the plan will be managed.

The initial meeting is also the place to set expectations. For example, include a discussion of how long training will take for various staff members, how long it will take for staffers to reach proficiency on the system and the expected benefits (such as improved clinical outcomes). End the meeting with time for questions and answers.

Next, set up a schedule of planned updates, either weekly or twice a week. This can be in the form of an email from the team or an appropriate executive. Updates can also appear in the staff newsletter, if you have one. At the very least, you’ll want to communicate:

  1. The current status of the project, including the projected completion date.
  2. People who are making a positive contribution to the project completion.
  3. Changes that have led to successes for your organization.

Finally, we recommend a monthly all-employee meeting to address concerns and encourage participation. This is the place where employees can share their feedback with the transition team leaders and you can gather content for an easy-to-access FAQ list.

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