While the healthcare sector of our economy continues to grow at rapid paces, certain segments of it, especially those tied to community based care for the mentally ill, are experiencing restructuring. This has affected numerous small businesses in service provider networks, especially in SE Michigan. Many networks need to reduce themselves in size as a more aggressive effort is made to move consumers of mental health services into more independent living situations.
These actions, aimed at efficiency, can strengthen a network’s ability to keep providers financially healthy by ending the present norm of having tons of homes licensed for 6 beds while serving only 2 or 3 people. Further, you reduce anxiety all around.
As these transitions occur many small business people are left to wonder where this will leave their programs. Others have allowed themselves to fall into deep depressions, considering how long they have been able to rely upon an income from these public dollars only to face seeing it disappear. When belts tighten, someone always ends up with less.
As all of this occurs my mind has gone to how best to respond to such changes. I believe that when a door closes another opens. However, that thought process is not present in those who are using these challenging times to:
- Spread rumor, innuendo and disregard for truth
- Jump into battles that are either non-productive or not yours to fight
- Encourage or become involved in frivolous legal actions that distort, distract and waste time
I get the psychological end of all of this. It can be easy to play victim and blame the world for our own troubles when we are in pain. So initiating or spreading rumor about who you believe stands to be indicted or who is being investigated within this managed care provider network or this one may soothe the pain for a moment or two. Ultimately this behavior does nothing to make us better prepared to meet our challenges head on when in fact we are just a cog in a wheel that no longer works and that needs overhauling. You must not take these things personally.
True, there are current adversities. However, the question is “are we seeking to meet them with absurdity” which is what the behavior described above represents. Most professionals would tell you that reaction to adversity is only productive when we react with a plan to reform ourselves and become better than before.
Gary and Michelle Ray (pictured at left) are outstanding examples of this approach. They have been serving the mentally ill for close to 16 years. My training company started serving them in 2005. They have functioned in Wayne County, Michigan as a residential services provider and they understand the challenges facing residential providers in general.
Having come to my office for a little guidance on taking their business to the next level I recommended they change their focus or at least diversify it to include services to those with physical disabilities and the elderly. They obtained a new property in
The same is true of Mr. Jonathan Barnett (pictured at left) of Blue Haven Assisted Living in Taylor, MI who is now finalizing contracts with two agents of Medicaid waiver programs and whose focus has shifted to the physically disabled and the elderly. (Did you notice all 3 of them are smiling?)
Surely they all understand that there are challenges affecting residential providers in Wayne County, Michigan who serve the mentally ill. However, instead of meeting these adversities with absurdity, they are meeting them with the mind of transition; taking matters to the next level. This requires that they not be distracted by the trite that is consuming so many others.
It is true that current provider network restructuring will result in some provider agreements being terminated. For those current providers who feel that this would be an act of ungratefulness after your many years of service, I offer these two reminders:
- You were paid for your services; even if those payments may be a month or two behind now. It was not volunteer work.
- Expecting thanks from any human can often be a quick road to disappointment and a demonstration that you need to learn human nature a bit better.
Let me ask a question: If you saved a man’s life would you expect him to be thankful? You might but Samuel Liebowitz, (August 14, 1893 – January 11, 1978) who was a famous criminal lawyer before he became a judge saved seventy-eight (78) men from going to the electric chair. How many of these men, do you suppose, stopped to thank Mr. Liebowitz or ever took the trouble to send him a Christmas card? Not one of them did! That’s right, not one!
The best we can do in life and business is give love, provide services of the highest quality and bill for what we do. In this way every ounce of appreciation that comes is an emotional bonus but by no means something we expected.
Turning Adversity into Action….
Now let me give you an example of reacting to adversity with strategy and not absurdity. If I were a member of a managed care provider network serving the mentally ill and the announcement was made that a number of providers would soon be eliminated, I would jump into action.
This action would not be spreading rumor or spending time in idle conversation with other providers who are bitter or plotting how to be vindictive or sending anonymous letters to media reps.
Instead I would:
- Develop an outstanding, professionally prepared presentation about my program that stresses why and how my program is person-centered, well organized and exceptionally managed.
- Have a printed and CD copy of this presentation
- c. Stress within it how my program is an overall complement to the delivery of services to highly vulnerable adults in Wayne County, Michigan that contributes to our becoming a model for the nation with an emphasis on catering to the consumers of mental health services; not the preservation of my personal income or lifestyle
- Submit this information, professionally packaged for every board member of whatever networks I cared to continue doing business with along with each board member of the community mental health network that ultimately controlled funding for my services
- Issue a press release about my program and its accomplishments to at least 10 media outlets, including at least 5 national (always include The Associated Press) with a focus on why and how we contribute to our area becoming the model for the nation when it comes to service delivery in a community based setting
- Ensure that a copy went to the director and deputy director of my state Department of Community Health or any state department with oversight over mental health dollars
- Ensure my website made the presentation and all associated communications available for download on my website
If after this effort my program was still not chosen to remain an active member of the network, I could still walk away knowing that I stood up for those I currently serve and have served. In addition I may end up attracting attention of other sectors of the long-term care community while also getting myself in marketing and public relations mode which is where I needed to be all along. (And if you need help with this let my office know)
My friends we all have to make adjustments and survive transitions. I am in the middle of major transformations in my own companies which are overdue but that is a part of a manager’s responsibilities. I accept that.
Keep an eye on your e-mail. I will be inviting you to share in a number of webinars and tele-conferences the next 8 weeks which are designed to make sure you stay equipped to move forward. I have also finished a publication entitled, “How to Be a Sales Success in a Service Driven Organization” with a special focus on case managers, home care providers, group living providers and consultants.
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