This week we’ve been process mapping our GOSTART Programme; how we get our franchise partners up and running as quickly and efficiently as possible, making sure nothing gets missed in the start-up process.
(Hint - there’s quite a lot to it, sneak peek below)
But it got me thinking that a company, when you boil it down, is basically a bunch of people doing a bunch of processes. If you can get the people right, and the processes right, and you as a business owner add direction, culture, leadership and entrepreneurial spirit, you’re on the right track.
A (good) franchise will give you tried and tested processes for all the key parts of running a business, but if you’re thinking about starting up independently, here’s 10 key processes you need design in advance and implement effectively from Day 1:
📋 Care Planning – A process to properly assess the clients needs and creating personalised care plans that reflect their preferences, medical requirements and lifestyle. How you record and communicate this is also key.
📣 Recruitment and Vetting – A quick and efficient but robust process for hiring skilled, caring and reliable Care Professionals – including compliance checks, referencing, medical screening and more.
👨🏫 Care Pro Training and Onboarding – This is often the stage you lose candidates, so a process to ensure that Care Pros are kept in touch with, and emerge confident, competent on the other side is important
⏱️ Scheduling – Weekly matching of Care Pro availability with client requirements, and how any changes are communicated, is the engine-room of a care business.
📨 Client Communication and Feedback – As you grow and aren’t always talking to clients directly, processes to manage regular check-ins with clients and families to adjust care plans, address concerns, and ensure satisfaction become even more important.
💊 Medication Management – Putting into place a rigorous system to ensure proper medication administration, tracking, and documentation, reducing the risk of errors.
🔒 Quality and Compliance Audits – You’ll need a range of processes to check compliance in key areas to evidence to CQC that you’re well-led and effective (and the other Key Lines of Enquiry).
💰 Billing and Invoicing – Processes to ensure accurate, transparent and timely invoicing to clients, with clear communication on the services provided and associated costs. Delays or disputes can cause big cashflow issues.
🦺 Emergency Response – Some processes you hope you don’t need to use, but having a robust plan in place for handling everything from cyber attacks to weather events, medical emergencies or Care Pro no-shows to ensure continuous care and client safety.
💚 Care Pro Support and Retention – Again more important as you grow, but creating a positive work environment with ongoing support for Care Pros, which helps reduce turnover and maintain consistent care.
Here’s V1 of our new GOSTART Programme ☝️. This is as simple as we can make starting up a homecare company. There’s more to it than meets the eye!Best wishes, Ben.
