Communicating Value To Network Members: Listen, Adjust, Produce, Promote

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Communicating Value To Network MembersListen,
Adjust,Produce, Promote Keep Doing It
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Communication Key To Any Joint Action
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Presentation Outline

• RWHC Communications
• Listening (O) Promoting (U)
• Annual Biannual
• Quarterly Monthly
• Ongoing
• Episodic
• Several Methods Detailed
• Various Editorial Comments

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Annual Biannual Communication
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Monthly/Quarterly Communication
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Ongoing Communication
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Episodic Communication
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Members Looking For Help Not Grief
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Communication Must Be Mission Driven

• The Rural Wisconsin Health Cooperative (RWHC)
  begun in 1979, supports and enhances rural health
  and quality of care. RWHC is a strong, innovative
  and mutually supportive network of hospitals with
  diversified services who combine their strengths
  to meet local community health needs through
  advocacy and high value products and services.

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Annual Objectives Must Be Evaluatable
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Constantly Refresh Institutional Memory

• RWHC Directory
• A buyers guide, not an
• annual report or puff piece
• get to staff beyond CEO.
• Introduction/History
• Board of Directors/Officers
• Members
• Administrative Staff
• Products Services
• Bottom line service/product
• price and quality must be
• competitive.

• Clinical (ER, PT, etc.)
• Credentials Verification
• Educational Programs
• Financial Consulting Service
• Health Benefits Program
• Legal Services
• Managed Care Contracting
• Patient Satisfaction Survey
• Peer Review Service
• Professional Roundtables
• Quality Indicators Program
• Work Groups/Benchmarking

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All-Member Global Satisfaction Survey

• Re Organization
• Board Meetings
• Staff Leadership
• Annual Objectives
• Budget
• Advocacy
• Established Services
• New Service Development
• Staff Development

• Re Executive Director
• Overall Leadership
• Resourcefulness / Flexibility
• Relationships
• Negotiation / Collaboration
• Communication / Feedback
• ---
• Open ended question How
• can E.D. improve his or
• RWHC service to you?

Ranked from 1 (needs improvement) to 3 (excels).
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Data Is Key To Modifying Network Behavior
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Board Participation Is Staff Responsibility
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Board Agenda Structured, Not Controlled
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Financials Need To Highlight Not Conceal
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Maintenance Growth
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Consent Calendar Is An Efficient Tool
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Information Among Members Is Key Value
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Trust Depends On Being Transparent
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Business Advisory Letter Value Added

• The Network would facilitate members'
  contracting with insurance companies, employers
  and other payers through the use of a third party
  administrator. The administrator would collect
  and analyze data from each member hospital,
  create data bases, prepare statistical analyses,
  and furnish recommendations to enable the Network
  to negotiate contracts for health care services.
  ... the Network would adopt rules assuring that,
  except for the final statistical analysis and
  recommendations of the administrator, no member
  would have access to any disaggregated
  information

Joel I. Klein, Federal Department of Justice,
2/21/97
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Adding Value In Competitive World
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Network Information Anytime, Anyplace
WWW.rwhc.com
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Promotion Starts Ends With Listening
Adjust
Listen
Produce
Value
Promote