People First A lot of businesses say the customer is always right/comes first, but
that’s not how we operate. We build our processes and create staff
positions to ensure our employees have the tools and support they
need. The customer will never be happy if the employee isn’t. If a
customer complains, we look at what we could be doing better to
empower that employee.
A few of the things we have put into place based on this
mission include:
• A comprehensive orientation and training program
(and paid time for training, which is not
the industry standard)
• Supervisor introductory visits with each client
and caregiver and on-site visits/coaching
• Immediate follow-up with each client and caregiver
to identify any issues and troubleshoot
• Independent surveys of clients and caregivers
for continuous quality improvement
• An employee rewards program
• Technology to make the caregiver’s job easier
and improve efficiency
Any business is a work in progress. We’re always looking for ways to
improve. In the home health industry, one of the biggest struggles
is finding (quality) employees. A business with a strong mission can
attract better people. And, once we’ve attracted them we focus on
helping them do their best. This leads to better retention rates and
happier customers.
Every business owner encounters tough choices at times. A missiondriven
business can review those decisions in the light of the mission.
For example, we won’t compromise employees’ rights and safety.
Sometimes a client requests a caregiver not be of a certain race/
ethnicity. The adult children may apologize and say “Sorry, Mom
grew up in a different time.” But, our mission makes it clear that we
can’t tolerate discrimination. We also won’t tolerate employees being
mistreated in the home. If the client is verbally or physically abusive
in any way, we won’t put a caregiver in that situation. That’s not always
a popular stance with clients, but it’s clear for us. Local Opportunities Everything we do is focused on how we can contribute to Pinellas
County and its people. We do not have other branches, or a desire
be the largest company or dominate the market. There’s a huge, and
growing, need for senior care in our county (and all of Florida).
There’s also a lot of competition, but a strong mission creates
differentiation.
And, we not only want to help area seniors, but also provide better
employment and development opportunities. We take it a step further
through leadership in local business and charitable organizations. I
helped found the Clearwater Chamber’s young professionals group.
I’ve served on the Chamber board and at several non-profits, as have
several of our team members. Making the community stronger only
makes everyone’s business better. There are endless collaboration
opportunities that you can only find by being involved and knowing
what’s happening around you.
Florida is a great place to live and work. Our team feels fortunate
to be able to contribute something to the place we love and the
people around us. The seniors who retired here and made Florida
home deserve quality support. And, local businesses will have to be
innovative and focused to do that well, especially as demand grows.
About EasyLiving: EasyLiving, Inc. is a fully licensed, private duty
home health care company serving individuals and families in
Pinellas County, Florida. They provide clients with the dignified,
non-medical support they need to remain independent, safe, and
healthy in their own homes. EasyLiving is a multiyear winner
of Best of Home Care Employer and Provider of Choice awards.
They’ve also been named top “Patient Advocate Organization” by the
Professional Patient Advocacy Institute and selected as a finalist for
Clearwater Business of the Year. More information can be found at
easylivingfl.com.
FLocal Magazine • March 2018 17
/easylivingfl.com
