Communicating Value To Network Members: Listen, Adjust, Produce, Promote & Keep Doing It
Communication Key To Any Joint Action
Presentation Outline RWHC Communications Several Methods Detailed “Listening” (O) “Promoting” (U) Annual & Biannual Quarterly & Monthly Ongoing Episodic Several Methods Detailed Various Editorial Comments
Annual & Biannual Communication
Monthly/Quarterly Communication
Ongoing Communication
Episodic Communication
Members Looking For Help Not Grief
Communication Must Be Mission Driven The Rural Wisconsin Health Cooperative (RWHC) begun in 1979, supports and enhances rural health and quality of care. RWHC is a strong, innovative and mutually supportive network of hospitals with diversified services who combine their strengths to meet local community health needs through advocacy and high value products and services.
Annual Objectives Must Be Evaluatable
Constantly Refresh Institutional Memory RWHC Directory A “buyers” guide, not an annual report or puff piece; get to staff beyond CEO. Introduction/History Board of Directors/Officers Members Administrative Staff Products & Services Bottom line: service/product price and quality must be competitive. Clinical (ER, PT, etc.) Credentials Verification Educational Programs Financial Consulting Service Health Benefits Program Legal Services Managed Care Contracting Patient Satisfaction Survey Peer Review Service Professional Roundtables Quality Indicators Program Work Groups/Benchmarking
All-Member “Global” Satisfaction Survey Re: Executive Director Overall Leadership Resourcefulness / Flexibility Relationships Negotiation / Collaboration Communication / Feedback --- Open ended question: How can E.D. improve his or RWHC service to you? Re: Organization Board Meetings Staff Leadership Annual Objectives Budget Advocacy Established Services New Service Development Staff Development Ranked from 1 (needs improvement) to 3 (excels).
Data Is Key To Modifying Network Behavior
Board Participation Is Staff Responsibility
Board Agenda Structured, Not Controlled
Financials Need To Highlight Not Conceal
Maintenance & Growth
Consent Calendar Is An Efficient Tool
Information Among Members Is Key Value
Trust Depends On Being Transparent
Business Advisory Letter = Value Added “… The Network would facilitate members' contracting with insurance companies, employers and other payers through the use of a third party administrator. The administrator would collect and analyze data from each member hospital, create data bases, prepare statistical analyses, and furnish recommendations to enable the Network to negotiate contracts for health care services. ... the Network would adopt rules assuring that, except for the final statistical analysis and recommendations of the administrator, no member would have access to any disaggregated information…” Joel I. Klein, Federal Department of Justice, 2/21/97
Adding Value In Competitive World
Network Information Anytime, Anyplace WWW.rwhc.com Who We Are What’s New Services Newsletters Meetings Jobs Essay Prize Links Contact Us
Promotion Starts & Ends With Listening Adjust Listen Value Produce Promote