4
The Home Care Association of Florida
W
hile serving on
the HCAF Board,
I have had the
privilege to meet
and interact with many individuals
from many different organizations.
One of the things I have learned and
realized is that “quality” is readily
apparent and relatively easy to
identify. Its existence is obvious and
clear to see in people, in businesses
and in organizations. Fortunately I
have experienced and seen a lot of
it in our industry over the years.
It seems that one of the chief
“indicators” of quality that catches my attention is the presence
of deep, sincere “caring.” You can just tell when someone truly
cares about what they do. You can sense their passion for what
they are working on and working for. Each of us intrinsically
understands that true and consistent quality is no accident.
Someone had to care about it and work very hard many times
to ensure its existence. People who care about “getting it right”
stand out from the crowd in a very profound way.
They understand that the pursuit for quality is a team effort
and will not be achieved by any single individual, not in this
modern world. People of quality seek out others who “care”
and care enough to put forth effort and energy to achieve a
certain standard. They understand that any single individual
can make anything in this world better or make it worse.
However, a group of individuals working together, who are
dedicated to improving any process, product, or experience
(little by little) can achieve some amazing results. When you
see a person dedicated to getting it “very right,” you will see
others that are similar surrounding him or her, or perhaps
you will see those quality leaders busy searching, engaging and
inspiring others to join them in their quest for quality. They
may be out in front of the herd, but they will never be alone.
People and organizations who care about quality have a deep
respect for the “truth” because the truth really matters when
you are trying to achieve better than average, better than the
norm. In any setting where the goal is “quality” it is critical that
everyone speaks and points out the truth. What is missing, or
what is required to move things forward, is the most important
information to be noted and discussed. From the Chairman of
the Board to the customer on the street everyone must speak
what needs to be heard and known, not what anyone in the
process necessarily would like to hear. By the way, according
to all the literature, this type of open, honest communication
creates a culture where we humans clearly function best. It’s
simply the smart thing to do. It’s good business.
That “must know” information is at the very heart of the
work we do in home care, and it must be shared with everyone
involved in the process. No PRN employee or weekend
clinician should be left out, because this critical information
provides the very direction for what we will do next and -
more importantly - direction for how we will do it better!
Quality requires everyone to be on the same page, everyone
in agreement on the desired outcome, and you will see people
who are serious about quality always communicating and
connecting with other people. They are trying very hard to
make it a win-win outcome for all involved.
True quality minded people care a whole lot about
“accountability,” but they have no use for “blame.” You
won’t see them wasting time on finger pointing because they
know everyone should move away from a “blame the person”
mentality to a “blame the process and let’s fix it” approach.
It is the most efficient way to move forward and achieve the
desired results, especially when the desired outcomes seem to
be elusive. When the going gets tough, the tough get busy
looking at the process, not the people.
Mature, seasoned, quality conscious individuals know there are no
successes or failures. Failure and success are always value judgments
we form after the fact. In reality, they are all just learning experiences.
Watching quality visionaries put this important insight into action
is a beautiful thing to behold because there is never ever a down;
the trajectory is always up. Humans will be human and so we can
never predict with absolute certainty whether what we do will end
up as we hope or as a mistake that needs yet another try. We all do
the best we can based on our current experience, armed with the
information and understanding that we have at the time, and then
something happens. Something good or something less than good
occurs. That unfolding outcome seems to be more consistently
positive when people are working together to monitor, measure
and simply care. Caring about not only the end result but also
about the process by which the result is achieved.
Did I mention that HCAF for the most part seems to be made up
of members who are quality individuals, one and all? People like you
who are working hard day in and day out to set the bar very high
in their organizations and businesses. If you are not a member, then
you might want to think about it and make a wise choice. Quality
is no accident, and associating with other quality organizations will
only help you be better.
PRESIDENT’S MESSAGE
Anthony Clarizio
Executive Director,
Shands HomeCare,
Shands Home Health
and ElderCare of
Alachua County
Anthony Clarizio, HCAF President
