Introduction
Palliative Care
Service Offering Playbook
Introduction
Qualicare as a Learning Organization
A learning organization, a term coined from the work of Peter Senge, is a company tha facilitates the learning of its members and works to continuously transform itself. Learning organizations do not organically develop but are intentionally created in order to stay competitive in the business environment.
As you know, there are a number of competitors in the home care space and it is critical that Qualicare learns faster than our competitors and at speed with the industry. For any learning to take place, it requires a diffusion of knowledge and experiences from the network, and a subsequent systemization of that knowledge for others to implement.
This continuous inflow of new experiences and knowledge keeps Qualicare dynamic and prepared for change. It is also how we can ensure we are providing the Breadth of Service, Depth of Care that we promise to our stakeholders.
How to use this playbook?
This playbook has been created in collaboration with past and current Franchise Partners in the Qualicare network. Through interviews, deep dives and collaboration with Franchise Partners as well as research in the external market, this playbook was created to provide a framework for marketing, selling and delivering a specific service in your business.
In order to use this playbook most effectively, it is recommended that you review each component of the playbook before implementing. The playbook has been broken into four main categories:
1. Marketing – learn the best practices to effectively market this service in both direct and indirect marketing sources2. Sales – learn how to sell this service to a prospective client at each stage of the sales process3. Care Delivery – understand the best practices for preparing your caregivers to deliver a high-quality service to your clients4. Data – identify key metrics to track to ensure you are receiving the best ROI for your business with this service offering
Note - It is important that every Qualicare location research their own local market as there may be geographical, economical, and market differences at the local level. This playbook provides you with the initial framework that you will be able to build upon in your business.
Home and health care is a fast-paced industry with changes happening on a regular basis. As applicable, with validated resources and a data-driven focus, updates will be made within this playbook.
Qualicare Code of Conduct
The Qualicare Code of Conduct is a set of client-centric standards that are the foundation of the Qualicare Brand Experience. The Code describes the behaviors and actions that, when delivered consistently by our franchise partners, link the Qualicare brand promise to the building of our brand reputation. This Code anchors our mindset and interactions,-bringing our company to life-and giving practical meaning to the Qualicare brand.
Qualicare’s Code of Conduct
1. Be proud of our brand promise and deliver ‘Depth of Care’ – Our brand promise is an idea that lives beyond words. It is something we wear over our hearts and drives our commitment to our clients every day. We exceed expectations with every action and demonstrate a sincere concern for the people we care for.
2. Serve clients with daily acts of kindness, empathy and gratitude – Believe that everything we do in the act of providing care will make a difference in the lives of our clients. Understanding we can improve their lives with simple, respectful actions is the foundation for care that they seek and deserve.
3. Establish health and safety as obvious matters of priority – From day one, our clients should feel that they are in careful and thoughtful hands. Make sure that everything we do while providing care is informed by the latest professional safety information and protocols.
4. Make every interaction with clients an opportunity to create a brand difference – Our everyday actions while delivering care are the most powerful form of marketing we can invest in. From the way we say “hello” to how we leave a client’s home adds value and uniqueness that makes us stand apart from our competitors.
5. Practice immediacy in the moment – Our client’s well-being and time is a priority. Your undivided attention and sincere concern demonstrates a respect that will reinforce trust while providing care.
6. Commit to requiring clients to tell their story only once – Building trust starts with
listening and remembering what’s important to our clients’ well-being. People want to
know that they’ve been heard and that their concerns are always a priority.
7. Communicate with clients on their terms and in the way they want – Trust and understanding starts when we pay attention to how our clients feel when discussing their care needs. Create a relationship that is customer led and founded in listening.
8. Always be prepared to adjust to client needs – Every client is different. Approach each relationship with an open mind and commit to creating unique care ideas that are responsive and sensitive regardless of what we offer.
9. Remember and respect the difficult journey clients are on – Our clients live with issues that affect the quality of their lives every day. Every conversation should start with what they feel is important – only then can we deliver effective care.
10. Honor the completion of our work for clients – Providing care to our clients is both meaningful and rewarding. Letting them know what a privilege it was to help them build a foundation for the future reinforces the idea that they are more than just a client and we are more than just a company.
Throughout this playbook, you will find examples of how to utilize the Qualicare Code of Conduct within this service offering.
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