Monday, August 22, 2011

Consumerism = Choice

Old health care was passive. For instance, years ago, our parents may have:

- Visited their doctor when they were sick
- Visit the providers that the doctor referred them to
- Been loyal to the doctor

Today's health care is active, requiring you to participate in your care, take care of yourself, and be your own health care advocate. For instance, you may decide:

- To take a educated, holistic approach towards your sickness, treating it yourself.
- Decide to visit a health care provider different than that your doctor recommended

- Decide to change doctors based on various factors (specializations, location, etc)

Consumerism in health care is choice. Customers (patients) will chose their health care services based on location, word of mouth recommendations, brand recognition, and a whole lot more. Those organizations that strive for industries best standards, keep their business line simple, and provide direct benefit to their customers with a fair and reasonable price will continue to prosper, no matter how challenging the economy may be.

At PTW, we will constantly and consistently work towards the holy grail...exceeding our customers expectations each and every visit.

Robert Babb, PT, MBA

Tuesday, August 16, 2011

Soft Skills

From our customers, I often hear complements about the PTW staff. Phrases like "They are great people", "They work so hard", to "They listen and work together so well". Sometimes they go on to say, "You must have trained them well".

Truth is, we don't train a bit on the soft skills of our employees. Soft skills are what get you hired. Soft skills get you far, and separate you in a crowd.

This weekends Philadelphia Inquire referenced soft skills in this past weekends classified section. Summarized from several articles, soft skills that separate strong employees from others include:

1. Networking :

All employees ability to "spread the word" is crucial to an organizations success, and their own. All employees should be part of the organizations outreach!

2. Enthusiasm:

People excited about life will be excited about the organization.

3. Communications:

Ability to "Listen", ability to utilize human and physical resources correctly.

4. Teamwork :
How the group intuitively works with each other, ability to finish each others sentences!

5. Conflict Resolution Working through difficult situations together, seeing problems through your customers eyes.

6. Critical Thinking

Analyzing and striving for "best practices" results into critical thinking.

7. Problem solving

Solve difficult situations methodically and consistently with company principles in mind.

At PTW, we have the best of what PT has to offer. What differentiates PTW employees from others?

Its the soft skills the staff obtains from their past histories (THANKS Moms and Dads!), and their past experiences that get them in the door.

Robert Babb, PT, MBA