By Stephen Tweed

Last week we were in Orlando Florida for the Home Care CEO Executive Strategy Retreat, hosted by the
Home Care Association of Florida. Forty-seven individuals from 25 companies spend a day and a half
working through the Seven Steps of Scaling Your Home Care Business.

One of those steps is Developing and Mastering Your Home Care Processes. We discussed processes as
step-by-step plans to accomplish a specific outcome, and the actions that people on the team must take
to get those outcomes. We emphasized repetition and consistency.

Twelve Systems to Automate Your Home Care Business

Over the past decade working with your Home Care Mastermind Groups, we have identified and defined
twelve specific systems you can develop to automate your home care business, and the desired
outcome from each system.

1. The Sales System – building relationships with referral partners to earn a steady flow of new
   client referrals.
2. The Marketing System – building your company’s brand and attracting new client inquiries or
   referrals.
3. The Inquiry System – taking incoming calls, scheduling in-home assessments, and converting
   callers to clients.
4. The Recruiting System – consistently attracting high quality caregiver applicants, selecting the
   best applicants, hiring. and on-boarding those applicants.
5. The Compliance System – capturing information and tracking actions to assure that the
   company is in compliance with all laws and regulations, with emphasis on employment and
   labor laws.
6. The Caregiver Retention System – building and maintaining connections with caregivers and
   office team members to assure a high level of employee satisfaction and reduce turnover.
7. The Scheduling System – matching clients and caregivers, assuring that all shifts are filled to
   meet client needs and to address caregiver’s wants and financial expectations.
8. The Care Coordination System – maintaining connections with clients and caregivers to make
   sure needs are being met and keeping satisfaction at a high level.
9. The Payroll System – assuring accurate and timely payroll for all employees.
10. The Billing and Collection System – keeping cash flowing by sending accurate bills on time, and
    collecting receivables to avoid bad dept.
11. The Metrics Tracking System – capturing data and information and tracking measurable metrics
    to assure consistent company performance.
12. The Financial Reporting System – developing consistent financial statements and
    communicating results of the company’s leadership team.

Every home care company has these twelve systems whether they are planned and executed effectively
or not.

Pick Three for Focus

While you have all these systems in place one way or another, they are not all refined and automated.
You can’t work on improving all twelve at once. In the Executive Strategy Retreat, we had each member
pick the three systems they want to focus on in 2024, and then discuss with their table mates how they
will use technology to automate the step-by-step processes and the actions needed by people.

Which Three Systems are Most Important for You?

As you think about these twelve systems, which three would you choose to focus on in the coming year
to improve the performance of your business? Which three systems do you think are most important for the future of home care?

We’d love your opinion on this. Please take seven minutes right now to answer a few short questions in
our Future of Home Care Industry Survey.

Join us for the Virtual Executive Strategy Retreat

If you would like to work with other home care company owners and CEOs on exploring these twelve
systems, and if you would like to work through the Seven Steps of Scaling Your Home Care Business,
then join us in February for our Virtual Executive Strategy Retreat. Over three Thursdays, we’ll help you
see a vision of your company five years in the future, craft your company culture, create competitive
advantage in your local marketplace, and experience the step by step process for developing your
business growth strategy.
You’ll have the opportunity to discuss your growth strategy with other leaders from home care
companies your size, and with whom you do not compete, so you can have amazing in-depts
conversations. Bring two people for the price of one registration so you can work together to craft and
implement your growth strategy.