Home Health Care Firm

Situation and Challenge

  • Select office locations were inexplicably missing performance targets, despite successful overall growth at the company
  • Management asked Blue Ridge to identify the drivers of under-performance at these locations and assist in implementing recommendations for improvement

Approach

  • Used our The Nine Voices of the Market® interview approach with referral sources to:
    • Assess referent criteria for home health agency choice
    • Gauge perception of company compared to its top competitors
    • Identify potential for sales and/or clinical personnel to influence agency choice
    • Capture local trends affecting home health referral volume
  • Used our The Nine Voices of the Market® interview approach with competitors to understand competitor strategies and go-to-market approach
  • Conducted internal interviews with corporate, regional, and local sales and operations personnel to understand current activities, referral source relationship trends, and market dynamics
  • Performed detailed analysis of patient admit and healthcare demographic data to assess performance and understand market drivers for referral trends in each market
  • Synthesized findings and identified specific drivers impacting sub-par office performance including inadequate on-boarding and training processes, poor manager support, insufficient knowledge of the local market and referral sources and insufficient account transitioning procedures
  • Developed and helped implement a time-phased action plan including a pilot test.

Impact

  • Full implementation of the initiatives and increased sales coaching and account performance monitoring reversed the poor performance and the affected offices returned to acceptable growth levels

 

Admit Declines Due to Poor Transitioning of Referral Sources to New AEs 

Company Market Share and Referrer's Ability to Differentiate between HHAs

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