We identified for our client, a care home group, that enquiry handling systems were not robust enough across their estate, and that the maximum opportunity for bed placements was not being realised.
We also identified the need for staff training across a range of enquiry handling issues.
CMC was commissioned to undertake a programme of Enquiry Handling training across all homes, to improve staff performance and ultimately increase occupancy.
What we did
We conducted two 3-hour training sessions in all homes across the group.
Sessions were conducted over two days to allow trainees to reflect on and assimilate information between sessions.
Groups of up to 10 staff were accommodated in each session.
A CMC Director led each group.
One session was classroom-based, highlighting the culture and key issues surrounding the enquiry handling process. The second session took place primarily on the floor of the homes and was concerned specifically with show rounds.
All staff were given comprehensive training guides and notes for future reference.
How we added value
There was overwhelming buy-in to the process on the part of the staff teams.
Staff were motivated to make both procedural and behavioural changes.
All staff were given every opportunity to fully engage with the training on a conversational basis. They were led to find their own solutions, as well as being given guidance.
There was an immediate impact on conversion rates across the group.
All staff reported that the format and content of the training sessions had made them think differently about the impact they could make on business.
