'Ohana OT Aloha Culture Training - House Handout

Hi. Mary Koska owner FOUNDER of Ohana OT here and in this video I'm going to explain to you something that's really important to me and that is our little house handout. It's a little handout that has a little house, a little person in it with a heart. And there's so much in this handout that really has to do with the secret to our success and making Ohana a really great place to be, to work and to have a huge impact on the kids lives. So every little part of this handout is really important. So the house represents our home, Ohana is our home. And just like in any home you have expectations on how you behave and you don't just let anybody into your home. So we have a specific culture of aloha in our home and that is just really treating people, people with respect and kindness and being forgiving and, and just all around being happy. And so we really like to try to cultivate an aloha spirit in, in our. Just you know, when people walk in we want them to feel our love second that they walk in. So that leads me to the, the heart in the person. We're all one body, we all play a different part. And the heart is the, and the face is the receptionist. So, so important to me that the second somebody walks into the clinic that, that the receptionist just welcomes them with a smile and with their eyes. Even if they're on the phone or talking to somebody else, it only takes a second to look and just give them that feeling like oh, I'm so glad you're here. And we have a lot of words, we have one voice, we have, we have magic words that which is in another handout. And one of the things that's so important is just to say it's great to see you instead of oh, how are you? Because you know, most of our parents, it's a big deal that they even got there on time. They're probably feeling frazzled, feeling stressed. Half of adults are in pain. So you say how are you? They're going to kind of go inside themselves, kind of like shit. And then I'll leave that in there, I'm not going to edit it out. But you know, they don't feel good half the time. So there's a big difference. Coming in and saying it's great to see you. And then they just feel love and they're not thinking about the hard stuff. But if you say how are you? Then they kind of think about that stuff. So we have lots of Words that we use. So we have one voice. The lungs are the people that work on the billing. Anybody who's working on the insurance stuff, the. The follow through with appeals. Just any financial stuff that we're doing. If we don't have money, cash flow flowing into Ohana, we don't have oxygen, we die real fast. So that's a really important part of the body. The arms, the hands are the hands on people. The people, the clinicians. So if I'm treating and that's the role that I'm playing at that time, I. Our codas, we have another OT on board. Just anybody that's doing the hands on treatment. That's the hands. The quads are super important. Those are our support staff. So anybody that's making it easier for us to do a good job with our treatment, we have a pretty packed schedule and we planned it that way with support staff. We can do it if we have support in our transitions, in our. Sometimes we need help getting somebody started or finishing up. We always need help cleaning up and just basically keeping it. So the therapists are really focused on the treatment and not all the other little things that go into keeping the place orderly. So just everything from cleaning up to even helping us jot down something, just scribing for us. If we say, hey, you know, we need. Can you write down. They did 36 second Superman. They can jot that down for us. So any way that they can help and just going to peek here. Oh, yeah. So quads are also our housekeeping, maintenance. Just anything that goes into supporting the clinic. And then the neck is my administrative support. So my admin assist. And you know, a lot of us wear multiple hats. So it's just important to know kind of like which roles you're doing, what that job is. But when I have staff that are doing administrative support, they're supporting the CEO, they're supporting the head. So really just doing anything that I need. So it might be like, hey, I need you to get emails of all the doctors. That was something that I gave Maddie today. Or it might be, gosh, it might be just I need help getting my car washed. Or I mean, it could be anything, just anything that supports me so that I can put my CEO focus, which is going to be my focusing on the more things that move us forward are developing our programs, our creative stuff, administrative tasks I have to take care of. The CEO is the one that's really keeping track of all the moving parts and making sure that things are running smoothly, making sure there's Enough money in the bank to pay the bills, to pay payroll. Making sure. Just developing new programs that bring cash into the clinic and provide more value and more services. So there's just a tremendous amount of activities that go into leading company to success. See if I forgot anything here. Oh, yeah. I put brains and then I put nerves and faith. Faith and vision. I'll tell you, running a company takes nerves of steel, and I've developed those. Let's see, what else have I got here? This that I might have left out? Okay. I think I've got those basic parts of the body. Got faith and vision. My job, to keep the positive vibe. Sunshine. Faith and vision got our home, our culture. In the beginning. You'd watch the APC video so that we have positive attitude. And even if we got crap going on, try the best to leave it at the door. Come in with a smile. I've even made people. I've made somebody walk back out the door and come back in with a better attitude. Because really, if you're in that much of a funk, you need to take the day off and not be at Ohana. I really care deeply about everybody, and I'll tell you what, I am there for you 24 7. If you need support and emotional support in any way, I'm there for you. You can call me in the middle of the night. It's fine. But we're performing. The APC P is the performance we're performing to provide value to our. To our clients and help the kids get better when we're in the clinic. So it's super important that whatever we're dealing with, that we can set it aside and just focus positively on. On what's in front of us and what we need to do to help the kids and make Ohana thrive. And I gotta say, there's been more than once that I really was close to just being like, I can't come in tomorrow because I'm just dealing with too much emotionally. And I gotta say, working with the kids is pretty good therapy for us because there's been a lot of days that it was questionable. And I came in and, man, they just light me up. And I just kind of forgot about my troubles and just had a great time and just put a smile on my face and had fun and felt so much better. So anyway, we got to have a good attitude. No complaining. A complaint is just, you know, blah, blah, blah, without a solution. You know, if you're hungry, I'm so hungry. You're gonna say, with a solution. It's not a complaint. Like, man, I forgot a snack. I'm hungry. Does anybody have a granola bar or something? You know, that's not a complaint, but it's the spewing out the negativity that's the complaint. And then being open to growing, which is accepting criticism. So those are the important things that keep things positive. The APC attitude, performance, and accepting constructive criticism. So I kind of got on a little tangent there. So we have our house, we have our culture, we have our positive attitude. And Honestly, that is 40% of the healing for our families. And they say it in our testimonials all the time, just how positive we are and that they feel like they're part of a family. And that's what we really, really want. Ohana means family. And. And that is our number one goal is to make sure that people feel loved, they feel like they're part of our family. And that is 40% of the healing for our families. So we got that. Then add the other technical stuff that we do, and man, we're rocking it. Okay, so now there's foundation. We can have all that. But if any of these pieces of the foundation are missing, our house will just come crumbling down. And this is where a lot of my job is, keeping track of all these moving parts and making sure that we're doing good with all of them. I'm going to have to peek at the handout here a little bit while I'm talking. Okay, so clinical treatment and documentation. So that is just that everybody's trained, everybody knows what they're doing, that we're cutting edge, we do great techniques, and that our documentation is lightning fast. So we waste no time as clinicians typing. I've had lots of EMRs and things that we've had a spend a lot of time typing our notes up. And that's why we go paper. If for some reason they really need to type to note, which I do every once in a while, I can just type it up from the paper, but that way our notes are done in the session and we're just lightning fast. And it's a good tool because it's designed in a way to keep us focused and give us a lot of information at a glance. So we have a really great documentation system. I love it. And I can write up my evals in 10 minutes, which is unheard of. It's awesome. Next is marketing Internet, and I would say that's probably been my weakest area and I'm really working on that a lot now. But really just communicating to everybody, you know, how we can help employee training. That's why I'm making this video so that everybody gets trained. Everybody doesn't take all my time up to just say the same thing over and over. And that way you can get trained even if I'm not at the clinic. So we want to make sure everybody's trained. We've got good checklists for that. Loyalty. Loyalty is really important to track. And loyalty, we measure loyalty in two ways and that really is our true measure. It's our grade of how we're doing. One is what our percentage of referrals. The people that I'm evaluating have come from family and friends that have had our services. And we want that 40, 50%. And that's usually about what we are. It's really important because if our current clients are not telling people about us, then there's something wrong. And the other way is loyalty is our cancellation and no show rate. And we just beat a, I think a five year record on our no show rate. It was pretty amazing. It was like just barely over 1%. It was awesome. Super proud of us for that. So that is just people respecting our time and we respect their time by being on time and providing great value. Our schedule, how we arrange our schedule, what slots we have available, all of that's very strategic to maximize our value. And also we reduced them a little bit. They used to be like an hour to the 45 minute spots. And the reason why is because if somebody misses a spot, misses the, misses a appointment, that's less time missed. And we can, if somebody wants to go a little longer, they can. Or if somebody came early and they want a little longer session, they can come early and then we lose less. But when there's a. We basically we lose less that way. And we've been able to have the same results or actually probably even better with this new schedule. So I've scheduled in breaks because it is pretty busy. If it's full day, so you get three kids, then a little break, three kids, then lunch and then three kids, then a little break and three kids. So it's actually a pretty fun schedule. It works pretty well. As long as we have support staff, it works pretty well. Cash flow. We really want to have cash coming in because I'll tell you some of the payments that we're waiting for, especially if they have two insurances at a minimum, we're waiting 60 days to get paid for our services because the insurance companies have 30 days to pay us. And so if you have to get the denial and then send for the first insurance and then send it to the second, it can easily be two months to get paid, sometimes more. We try to get paid quicker than that, but it's just the reality that there's always money that we're waiting for. And so we try to collect their portion that is of. For the insurance doesn't pay, we try to collect that all up front, and then that kind of balances things out. Plus our elective services. So we have a goal to have at least like 13,000 in cash up front, and that just really helps us be healthy. We've been running around five for the past few years, but we're shooting for it, and that will just make us a lot healthier business. Activation of a new client, that's really important. So when somebody shows interest in our services that we're able to get them here, get them going onboard, you know, go through all the onboarding stages very quickly and making sure that they get started. You know, sometimes they don't follow through with their paperwork and all these different things. So just staying on top of it is really important. And just getting them in, if they seem a little overwhelmed by it at all, we can just, you know, hey, come on in and just meet us. And I can do a quick screen. And that way they come in, you know, if they're a little not sure, then they can see that, oh, yeah, this would be great. Or I can say, yeah, we're a good fit for your concerns. Or I can say, no, we're not, but, you know, try this. So the main thing is we really want to get them in as quick as possible. So that is our house handout. And it really is the whole secret to Ohana's great success. And you're part of that. We're one body with one voice and one house with one culture. Aloha.