As several challenges bedevil the healthcare sector, developing and implementing a potent strategic plan becomes essential for home care organizations who intend to create a balance of effective patient care, employee well-being, and meeting their bottom line, Anchor Group Corp & its CEO, Kevin Howell,  invited a panel of three top experts in the industry to discuss the challenges and best practices for a scalable and effective strategic planning ahead of 2023. The virtual event was titled “Assessing and Revamping Your Home Care Strategy Ahead of 2023,” and sponsored by the Anchor Group.

Opening the session, the moderator and CEO, of Anchor Group Corp, Kevin Howell, MBA elaborated on the importance of effective strategic planning for home care organizations saying “a business strategy is a roadmap that links a company to its destination. The strategy relies on both foresight and goals and encapsulates the company’s vision and mission.”

“The more specific, measurable, timely, and realistic, the greater your chances of achieving results. Your strategic plan should be to strengthen your talent and satisfy your client. It’s not about ‘I’ve done it before’ but about are you doing it right?”  Learn more about the Anchor Group can help your organization with its strategic plan.

In his introductory speech, Kevin stated that “Health care organizations and homecare providers continually have to pivot and adapt to the change in regulations. Many LTC and MTCs are looking for the best agencies to work with. A great agency of the future is an agency that has an integrative approach to care and that could be through partnerships.”

Client Experience

Andrea Brown President & CEO | AB Coaching and Consulting

In our fast-changing world, customer experience is integral to any business’s success. Statistics show that the healthcare sector has one of the poorest reputations for customer service. Many clients have previously recounted their bad experiences with healthcare agencies thereby heightening the need to build quality patient communication and emphasizing the fact that its pertinent home care leaders strengthen their cords by prioritizing excellent client experience if they want to stay ahead in 2023.

For home care agencies to achieve a satisfactory client experience, panelist Andrea Brown, CEO of AB Coaching and Consulting stated that client experience must be a “clear goal”. Home care leaders need to define and communicate the agency’s goals.

The question is, are your goals clear enough? Are you communicating them to staff well enough? Are you monitoring performance and holding staff accountable? Are you collecting the right data? What approach are you using? Is it client-centric, or patient-focused?

Andrea pointed out what home care leaders should watch out for and key things to do to spin the wheel in your favor. Leveraging new technology(s) is the first step.

When was the last time you completed a thorough client survey? Click here to get more information on our client experience survey services.

Develop a strong people culture, and leverage stakeholder relationships to support the delivery of consistent quality service

Thomas Coccoza Director of Operations at VNS Health

At the center of home care agencies’ success is the caregiver workforce. Recruiting and retaining caregivers has become more expensive due to the competitive nature of the market right now. As the home health sector continues to suffer a huge turnover rate, that heart-tugging question surfaces, what can leaders do to mitigate this? How can we keep our workforce from quitting in search of better opportunities in other sectors? Why are they leaving? How do we invest in our workforce without costs skyrocketing?

Thomas Cocozza, Director of Operations, VNS Health Personal Care explored three major components for powerful employee investment and engagement while reiterating the need for home care agencies to improve their people culture, a culture of valuing the caregivers as a vital part of the organization. “You’re modeling the communication, respect, and care that you want your characters to demonstrate in the home. You’re making people feel they are part of an organization that values them and requires who they are and not how many shifts they can do. If your workforce feels valued and recognized, they are going to be your biggest recruiters in a way no HR can be.”

“They’re going to feel incentivized and empowered not to represent your company but their company. And that’s a powerful tool to have to your advantage. Having a cadre of caregivers who are dedicated and engaged is key to successful client outcomes and a stronger bottom line.”  Click here to learn about AnchorWise survey software—a tool you can use to get continuous feedback from your staff.

Compliance challenges, and how to tackle them

Emina Poricanin Founder & Managing Attorney | Poricanin Law, P.C.

A lot of times, home care agencies are aware of existing compliance policies and new ones being developed, however, some struggle to understand these compliance regulations and how to adopt them.

Emina Poricanin, Founder and MD of Poricanin Law, P.C. speaking on this topic mentioned the three biggest risks and key compliance categories as labor and personal compliance, clinical compliance and best practices, and Medicaid compliance and billing integrity. “Policies and procedures must be in place to ensure someone is monitoring, checking, and self-auditing to make sure you’re not billing the state more than you’re entitled to the bill. Every single unit of care that you provide comes with conditions. Conditions that you have to meet before you’re entitled to bill for them or keep that money if it is paid.”

“Medicaid corporate compliance and billing integrity is a big issue that will become even bigger in 2023 as OMIG finalizes their proposed regulations. You’re going to need people to oversee these compliance areas, and if you’re accused as a provider for not doing them correctly, you’re going to need to retain an expensive legal counsel to get you through that storm.”

“Compliance must be part of the organization’s culture and fabric.” The question is, how do you ensure everybody understands these terms, and how to implement them? Emina provided several recommendations for tackling compliance challenges. One of them being staff training and engagement surrounding compliance.

Digital Transformation

Kevin Howell CEO, Anchor Group Corp

Despite technological advancement, some healthcare agencies still ‘use paper” (manual processes) for data management. And that is poor for business. Technology is advancing every sector and making work easier. How do healthcare organizations harness digital solutions in boosting business operations and growth?

Digital transformation in healthcare’s primary objective is to adopt cutting-edge healthcare IT solutions in order to streamline key workflow procedures and regulatory requirements, enhance patient care, and cut costs.

Kevin Howell, the Anchor Group’s CEO, explaining its importance, stated, “Digital transformation in an organization is critical. Healthcare data must be leveraged to strengthen business growth, advocacy, and patient-centered processes. Growth is impossible without client experience, talent management, and data management.”

“How do you increase revenue? The customer drives revenue. Customer price x quantity = revenue. If you have extreme overtime, or when you have costs in your organization you’re not maximizing, it’s a problem. When you’re not maximizing talent, that’s a problem too.”

“Find your KPIs in finances and create customer-centric KPIs. To be successful, you must build systems to support processes, be effective in data management, and monitor KPIs.”

UPCOMING EVENT: Webinar on Digital Transformation on January 11th, 2023.


How are you LEADing your strategic planning and data management culture? What are some of the measures to be taken to ensure the workforce excels?

Need assistance with client experience, strategic planning, or compliance? Reach out to us today.

Developing Efficient Processes to foster Healthcare Success

The healthcare industry is facing several challenges in the aftermath of the pandemic—the great resignation of the workforce, the impact of changes in regulations, and the limited access to care for many vulnerable populations. Today, many healthcare organizations do not have the modern technology, optimized processes, or the capacity to retool to meet the needs of this new age. Healthcare processes are key to quality actions and outcomes across the care delivery continuum. In addition, technology is being positioned at the center of client engagement, especially as many clients are relying on handheld devices to communicate with their clinicians.
The solution? Process improvement. This article demonstrates that process re-engineering is a key component for transforming the healthcare industry.

What does this mean?

Process improvement is an essential part of improving patient outcomes and simultaneously lowering costs in any industry. This can be done by identifying efficiency gaps in the existing processes by assessing the current state against desired future—which should be aligned with the organization’s priorities. Additionally, a manager’s responsibility is to build/change processes to close the gaps, monitor the result of these changes, and tweak as necessary to achieve the intended objectives.
Healthcare professionals have been using tools like Six Sigma for years now, but it’s only recently that we’ve seen an increase in its use within the healthcare industry—maybe this is being influenced by the widescale introduction to the value-based care model. Process improvement and optimization are inextricably related to better results and lower costs.

The roles of strategy, skillset and competency, culture, and sophisticated analytics in a healthcare organization’s ongoing readiness and transformation cannot be overstated. Below, we have outlined eight steps to nurture and optimize the processes in the healthcare organization.

8 Steps for Managing an Efficient Health Care Organization:

Step 1: Develop a shared vision for process improvement
Step 2: Establish a shared understanding of process metrics
Step 3: Create a common language for the process improvement
Step 4: Engage and train employees in the shared vision
Step 5: Build employee’s knowledge and capabilities to advance the program
Step 6: Leverage technology to improve data capture and analysis
Step 7: Generate data to assess the level of success of the program
Step 8: Use analytics to support continuous improvement

Step 1: Develop a shared vision for process improvement

A shared vision is a clear statement of what you want, why it’s important, and how you plan to accomplish it. It’s a good idea to start by identifying the most important business problems that your process is trying to solve for your organization. Then consider what the ideal outcome would look like in each case. Your team needs to be aligned with the goals of your improvement process. This means that everyone understands what changes need to be made and why those changes will help them do their jobs better—and it also means that they understand how their part in the process fits into the bigger picture.
You can accomplish this by clearly identifying what success looks like at each step, and then creating a plan for reaching those goals. It’s also important to understand what success looks like for your organization as a whole. This means looking at the company from different angles, such as customer satisfaction, employee retention rates, and productivity levels. A process improvement project is useless if it doesn’t lead to better outcomes in these areas—and it can even be harmful if it leads to negative consequences that outweigh any benefits you might have achieved.

Step 2: Establish a shared understanding of process metrics

Process metrics are measurements of how well we’re doing what we set out to do. They can be quantitative or qualitative; examples include cycle time, lead time, and throughput. The goal is to use these metrics to understand how our process works so that we can improve it. When we have a shared understanding of the goals, processes, and metrics in place, then everyone understands what they need to be measuring and why it matters. Process metrics are measures of how well your process is working.
They can be specific to each step in the process, or they can be more broad-based indicators of how well your project is doing overall. For example, you might have a measure that tracks the amount of time it takes from when work enters a queue until it’s completed. Or perhaps you want to know how long it takes for someone to make a decision about whether or not something is ready for release.

Step 3: Create a common language for the process improvement

Process improvement is not a matter of simply taking a process and making it better. Instead, it’s about creating a common language for defining, measuring, and improving processes. The first step to building a common language is to define what it is we mean by a process.
The best way to do this is through the 5-why method, which helps us understand why something happens by asking “Why?” five times in succession. For example, we can ask “Why did the process fail?” to get an answer like “The tool didn’t work.” The next question would be “Why didn’t it work?” and get an answer like “There was a bug in the code.”
We continue asking why until we reach a point where there is no more reason for failure—or at least no more reasons that we can identify on our own without help from those who understand how things really work. This process can be very useful for understanding why a problem occurred, but it’s not always effective.

Sometimes we need to take a different approach and ask “What are the symptoms?” The word symptom means something that indicates an underlying problem, so this question helps us identify what is actually happening in our system without getting bogged down by details. You can also ask why from the opposite direction, starting with a goal and moving backward. For example, if our goal is to ship a product on time, we can ask how the workflows through each step of the process and why it takes as long as it does.

Step 4: Engage and train employees in the shared vision

Process improvement is a team sport. The more people who are engaged in the process, the better it will be. You’ll want your employees to take an active role in identifying problems and developing solutions. Engaging employees in process improvement is important in ensuring that they take ownership of the new system. This can be done through training sessions, which should be as interactive as possible so that participants have a chance to ask questions and offer their own suggestions.
It’s also important for managers to encourage employees to talk about what works well with current processes and how those might be incorporated into any improvements they make. Finally, it’s important to keep an open mind when initiating any process improvement program. You may have a specific idea of how things should work, but your employees are likely to have different ideas—and they may be right! It’s important to listen to their input and take steps toward incorporating their suggestions into the new process.

Step 5: Build employee’s knowledge and capabilities to advance the program

Process improvements can be an important part of any organization’s strategy. However, they can also be difficult to implement successfully. It’s important to take the time to do it right, starting with building the right capabilities in your employees. One way to do this is by training them in the tools and techniques that are most effective for process improvement projects. Build capabilities through your training program.
By building a culture of continuous improvement in the organization and encouraging employees to think about how they might improve work processes on their own, you’re setting them up with the skills and knowledge they need to make improvements on their own. When employees know that process changes are welcome and encouraged, they’ll be more likely to suggest improvements when they see a better way of doing things—and this helps keep your organization agile as well as efficient.

Step 6: Leverage technology to improve data capture and analysis

Technology can help to improve processes in many ways. For example, it can help with data collection, analysis and reporting; identify opportunities for improvement; provide information on the variation between practices; improve communication between staff and patients, and enable better patient interactions. Technology can also help with workflow mapping so that staff knows how their work fits into the overall system.

Step 7: Generate data to assess the level of success of the program

Data is a key input for improving processes. For example, it can help identify the best ways to collect and analyze information; identify where improvements are needed; measure outcomes; and benchmark practices against others. As a rule, the more data you can gather and analyze, the better. Data should be gathered from all relevant sources – including medical records, laboratory results, and clinical outcomes – and it can be used to create dashboards of key metrics. This will enable staff to see how their practice compares with others in terms of quality of care, efficiency, and other measures.

Step 8: Use analytics to support continuous improvement

Analytics is a great way to help your organization perform continuous improvement. By looking at your data, you can see where improvements are needed and develop a strategy for addressing them.

For example, if your company has sales goals that aren’t being met, analytics can help you determine which areas of the sales process need attention—and provide recommendations for what improvements should be made. In addition to helping improve on-the-job performance across all areas of business operations, analytics also provides valuable insight into how effective training programs are working in practice. By measuring how well employees are learning new skills and applying them in their day-to-day work lives, you can identify what types of training strategies work best for different people.
One of the biggest challenges in a business environment is having enough data to support your decisions. You may have a lot of data, but do you know what it means? Do you have the tools and expertise to analyze it effectively? If not, then investing in analytics could be one way to improve your ability to make good decisions about improving processes.


No doubt, Processes are the way things happen in healthcare. They drive actions, outcomes, and financial performance across the health system. Maximizing process quality, which is swiftly becoming more significant as a driver of care delivery and organizational performance in uncertain times, will enhance the success of any healthcare organization.

We know how frustrating it can be to invest in setting up a business and delivering the right service but with low patronage. In today’s competitive world and talent shortage, every business’s success is tied to its marketing strategies, and home care agencies are no exception.  

Marketing your home care services can be hard. If you are a home care agency that is thinking about marketing or is just new to marketing, you might not know how to do it right. Or probably do not have the people resources to do it. Either way, it is a critical ingredient for growth and revenue. [LINK: Download Our Home Care Essentials Marketing Checklist]. 

Delivering quality service is not enough to get the right number of clients trooping in. Marketing is required to regularly put you in the face of your target clients (not in an annoying way, though!). Amongst several reasons why home care agencies need marketing, here are some of the reasons you need to include marketing quickly in your strategy and the best marketing approach to adopt: 

Brand Awareness 

Marketing help build awareness of the agency and its services. This is important because many people are not aware of the services that homecare agencies can provide.  


Market strategies to adopt: 

Social media marketing:

Invest in content marketing for social media. Create branded content, and client-focused content, run social media ads and use visuals to drive appeal and engagement. Ensure you are sharing valuable information about your company and its activities in the best possible format. 

You may argue your clients are seniors, therefore, they probably aren’t regular online, so why waste resources on social media? Well, the Pew Research Center estimates that 80% of Americans aged 55 overuse the internet, and since 1992, today’s 65-year-olds have spent a significant portion of their adult life directly experiencing technological advancements since the launch of the first internet browser. 86%, according to the report spend at least six hours a day online and own an average of five devices. They are online! 

Also note that these seniors have families, and these consist of Gen Z too. If you do a good job with your online marketing efforts, you will be seen by these family members who will contact you on behalf of their elderly ones. 

Set up Google My Business Profile:

You need to be visible online. This does not stop at having a website only. Google My Business is a free profile tool that helps your business get easily found by prospective clients especially those in nearby locations. Ensure to set up one if you haven’t. 

Increase client base through continuous engagement 

Effective marketing help attract new clients and grow the agency’s business. With a robust structure, and lead generation strategies, you will see a boost in your client base. And more clients mean increased revenue. 

Anchor Client Survey Services 

Market strategies to adopt: 

Social media marketing:

Be consistent and intentional about your social media presence. Put out quality and engaging posts regularly. Have effective Call-to Actions in all your posts. Try to get the posts in the palms of your clients’ hands. 

Ask for reviews and referrals from your clients and followers. It increases your visibility and boosts your chances of growing your client’s base.  

As part of your online marketing strategies, build a strong SEO strategy by having optimised landing pages that show up on search results for specific keywords. 

Word of Mouth Marketing:

This traditional way is still effective today. Ask clients, family and friends to spread the word about your services. Ask for shares of your posts. 

Run Google Ads:

Google ads are efficient at improving visibility if done right.  

Guest Post and webinar collaborations:

Volunteer to write a guest article for any of the popular healthcare blogs. You can also appear on webinars organised by home care agencies or organise one and get some of the prominent people in the industry on board. This boosts your credibility and increases your visibility. All these translate to increased followers and clients. 


Foster a strong relationship with referral sources 

Marketing helps you develop strong relationships with referral sources and other health care professionals. [Anchor Group Sign-up

This is essential as referral sources provide a steady stream of new clients for the agency. Establishing referral partnerships might be a challenging endeavour. It requires the right people and strategy to succeed. You will need a quality of care report to get started. You can run an internal survey to gather the data that can be presented to referral sources. Monitoring and addressing hospital readmission rates are another challenging aspect to address. Utilising this information will demonstrate to referral sources your credibility and commitment to the cause. 


Ensure that on your website, you have a page that shows client testimonials expressing their care satisfaction. 

If you need help with this entire process, reach out to us here. 

Promotes your brand reputation 

Marketing promotes agencies’ brand and reputation. This is important because the agency’s brand and reputation can help it attract and retain clients.  To promote your brand reputation, utilise digital means. Everything from your online materials to the tone of voice, to visuals, should be clearly communicated and show your core values in all your communications.  


No doubt marketing is important for all businesses as it provides immense value for growth. If your marketing strategies are not working as you hope to, then something is certainly wrong with that strategy. Get data insights on why and what is not working. This will help you make better decisions. 

Now over to you. Why have you not utilised online marketing options? If you have and you’re experiencing challenges, which area are you struggling with? Tell us below in the comments. 

If you need professional support, the Anchor Group offers marketing services that deliver results. Get in touch so we can make your marketing journey a seamless one. Leave us comments below