I’ve found over the years that a lot of EMS and healthcare leaders work hard to grow their organizations and their careers to a certain level and then seem to put on blinders and continue to race like thoroughbreds who only have to run for three minutes to cross the finish line a winner.
The fast-paced, global economy and the changing landscape of healthcare both in the US and worldwide is a double-edged sword. On one hand it allows organizations to embrace technology and best practices from around the globe, however with that comes the ever-present need to continue to grow, improve and still be more fiscally prudent. Your agency can not remain stagnant, isolated, and stuck in the “we’ve always done it this way mindset”. Others are watching, and they will step up and eat your lunch.
The EMS or healthcare leader that has blinders on and who does not look for new opportunities, new ways to provide or improve their services or who is not at least paying attention to what companies in other parts of the world are doing, and discussing how to implement new ideas, is going to get trampled by the other horses in the race.
In my home state of CT, over the last five years, four EMS providers were put out of business by their municipalities, one with 75 years of service, due in some part to poor communication which strained relationships with their community leaders because of an unwillingness to change.
It’s like walking on the edge of a deep cliff, blindfolded, hoping that ‘the force’ and your gut instinct will protect you. You might not fall over edge, but the odds aren’t with you.
So, what should you pay attention to when the blinders come off. I mean you’re very used to learning everything your industry competitors are doing. You read all of the industry trade journals and you attend all of the industry trade shows, you’re as up to date as anyone right? Wrong!
In the healthcare economy you’re competing in, you need to do all of that and then take it to the next level. If you’re reading industry trade journals, you’re anywhere from 3-6 months behind the companies that are being featured due to editorial lead time. I was recently mentioned in an industry trade journal; the article was 9-months from inception to publication.
Conferences and trade shows are only held 1-2 times a year at best. If you are waiting and watching what your competitors are doing and sharing at these events, well, you’re just a ‘me too’ copycat, not an innovator.
Ray Kroc, the founder of McDonald’s, famously said that he did not care much about the competition as long as “we are innovating faster than they can copy”.
Look at a wide range of industries, find complimentary copies of trade journals for similar industries. For EMS, look at the transportation industry and mainstream healthcare journals and news websites. If you are in healthcare (non-EMS), look at the hospitality industry and consumer-centric retail news and industry journals. If you need to improve your customer service, look at the retail market, look at online sites, look at everything customer service, not just your industry.
“Healthcare is the product and service we deliver, what’s changing are consumer expectations about HOW and where we deliver it.”
– Bob Holdsworth
Our staff training should not just focus on competent clinical care but also customer service and being an ambassador for the entity that employs us. We are all part of the marketing and public relations team and we need to begin educating our staff that the patients, families, and visitors are all watching what we do, what we say and how we treat them.
The quickest way to innovate and differentiate your company is to swipe and deploy something from a totally unrelated industry and adapt it to yours. Look at what everyone else is doing and ask yourself and your team how you can turn it on its head.
Open your eyes and look at everything with fresh eyes. Look for opportunities brought about by the economy in your area and new ways to create deeper client loyalty. Look for unique partnerships with others that can enhance both businesses.
Take off the blinders. There’s a world of opportunity…as long as you look. Enjoy the view!
