For an updated, in-depth version of this post, see How to Create a Caregiver Mentor Program to Increase Caregiver Retention.
What kind of “Client Experience” are you providing your clients?
When they leave your care, do they walk away feeling like they could not have asked for better care? Have you ever thought of the “Client Experience” as a major theatrical performance, such as the infamous Broadway show, “Les Misérables”? If you stop to think about it, there are many similarities.
Let me try to illustrate this. You, your office staff, and your care team are all front stage performers. The back stage of your business is everything that supports the success of the front stage. The back stage of your business includes your billing systems, caregiver trainings, recruitment systems, filing systems, sales procedures and training, orientation, retention strategies and so much more. Perhaps one of the most important components of your back stage performance is your retention strategy. With baby boomers turning 75 and older over the next decade, the importance of keeping your best caregivers will become increasingly important. There are many elements that make up a strong and effective retention strategy. In this article, I will focus on one in particular, a Caregiver Mentor Program.
What is a Caregiver Mentor Program?
A caregiver mentor program is “a formalized training program focused on building confidence, satisfaction, and retention among both your best Caregivers and your clients.”
SHRM, the Society for Human Resource Management, estimated that it costs $3,500.00 to replace one $8.00 per hour employee when all costs—recruiting, interviewing, hiring, training, reduced productivity, et cetera, were considered. SHRM’s estimate was the lowest of 17 nationally respected companies who calculate this cost! A strong Caregiver Mentor Program, can be a great way of keeping a keen focus on keeping your best caregivers and avoiding these types of expenses.
Here are a few benefits to implementing a successful Caregiver Mentor Program:
Next, let’s explore four simple steps to implement a successful Caregiver Mentor Program.
Formalize these four aspects of your Caregiver Mentor Program
1. Mentor and Team Selection Process
2. The Program and Compensation Structure
3. Mentor Training for ALL Mentors
4. Program Promotion (Let prospects and caregivers know you have it!)
A well-implemented Caregiver Mentor Program can make a difference to the overall “Client Experience,” otherwise known as your front stage performance. If you would like to learn more about this program, I conducted a full one-hour presentation recently that goes into far more detail than I can capture in this article.
[…] the client experience truly begins behind the scenes within the agency office. On their blog, Home Care Pulse offers a great example of what I mean. They equate the client experience with a theatrical […]