The self-directed and individualised service delivery requires purposeful strategies and a changed culture, to successfully attract and maintain customers. Your frontline staff were always a key asset, but now more than ever they have become a critical marketing channel.
- The management of quality and risk are critical success factors, but need to be addressed in a new way. Compliance should not be the key driver of your quality framework, instead, organisations who can embrace and maintain a culture of quality improvement, will lead this new marketplace.
- The Timely team have created a successful guide for organisations to transition to this alternative practice model and then provide coaching throughout its application. The results are impressive with compliance cost reductions, reduced hours and staff time with auditing and reduced risks with appropriate measurement and reporting.