May 26, 2016
Moore Mission Moments - The Watershed Group


by Patti Moore

When hospice began, there was no competition between us because there was no money involved. But the last ten years has brought an explosion in hospice growth, and today many good hospices find themselves jostling for market share in an ever-more-crowded field.

Beyond offering superb care, delivered consistently, and unfailingly going above and beyond what is expected, how can you stand out from other providers in your market? My work with high-performing hospice organizations inspired me to pull together this list of what I see as the top ten differentiators; here are the first five.


1.  Know how you’re different. Every hospice is required to provide basic things under the Medicare hospice benefit. What sets you apart? Key differentiators are the quality of care you provide, the responsiveness you show to patients and families, physicians, and referral sources, and commitment to your community.


2.  Be timely and do it right the first time. Determine how long it takes from the referral– the initial phone call informing you of a prospective patient– to when your staff first visits that patient face to face. It should be a matter of hours, not days.


3.  Know the answers to “Why would I choose you?” Everyone in your organization should be able to answer that question. Whatever your differentiators are – whether they’re physicians or nursing staff or great patient-to-staff ratios – be clear on what they are and why they make you a better choice.


4.  Be easy to work with. If a hospice staff member puts up more blocks than avenues of welcome, referral sources will label you as difficult to work with and go to the next hospice on the list. Say, “Yes, we can” more often than “No, we can’t” to build the kinds of relationships you need to grow.


5.  Take a tip from the hospitality industry; the customer may not always be right, but the customer should always be listened to and acknowledged. Staff must be flexible, kind and thoughtful as well as smart. Do you have a system for effectively addressing feedback – not just the good, but the not-so-good?


Stay tuned to my next newsletter for Part II and the rest of the story!


                                                  Stand out from the competition and shine!

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Start the conversation in your community: 

Kudo's to Marjorie Mullinax CEO and her staff at Hospice Austin who once again demonstrated that hospice is much more than a healthcare organization, it is a Human Care organization.  Hospice Austin arranged to have Florence Welch of Florence & The Machine give a private concert to an audience of one: a 15 year old fan who had tickets to Welch's show but was too ill to attend.  Catherine Chen was too sick to leave Hospice Austin's  Christopher House and was heartbroken, what happened was impressive.  Watch the video and be inspired.  Great job Hospice Austin!


There are truly saints among usRuth Cocker Burks was a one person hospice; this woman’s quiet courage and boundless heart in caring for AIDS patients whose own families had rejected them is a profoundly moving testament to the power of compassion. Her story touched me deeply.  I hope you will be inspired as well. 


Ruth Cocker Burks, Little Rock, AR



Ohio’s Hospice of Dayton is excited to be included on the Green Energy Ohio Tour taking place Friday, Saturday and Sunday, June 3, 4 and 5. This free event features self-guided, guided or open house tours across Ohio highlighting homes, businesses and public places that are using green technologies. … Ohio’s Hospice of Dayton will share information and a tour of the solar panel array that provides energy and climate control for a storage building located on the campus at 324 Wilmington Avenue in Dayton.

On June 2 & 3, 2016 Florida Hospice and Palliative Care Association will hold their 2016 Non-Clinical End-of-Life Care Conference at the Orlando Renaissance Orlando at SeaWorld®.  I have been invited to provide a break-out session on Coaching for Performance and I will close the conference with my keynote speech No Mission No Margin:Creating a Culture of Care and Competence.  There will be  hundreds of hard working, behind-the-scenes staff from HR to PR and Finance to IT attending this conference.  Hope to see you and your staff there! 

FHPCA 2016 Annual Forum

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