Page 3 - BAYADA Home Care Playbook
P. 3
May 2019
The BAYADA Way of
Operating an Office: Home Care
Chapter 1: Overview 4
Background and Purpose. 4 Content 4 Sources 4 Development Team 5 Layout of this Document 6 Process Overview 6 Key to Icons 7 Implementing The Playbook Model 8
Chapter 2: Defining Characteristics of a
Bayada Home Health Care Office Providing Home Care Services 9
Our People 9
Office Employee Selection and Successor Planning 9
Encouraging Individual Performance 10
Ways to Support Growth and Development of Office Employees 10
Supporting Team Performance 12
Promoting Communication Through Team Meetings 13 Promoting Teamwork Through Rewards, Recognition, and Activities 15 Working Together in Community 16
Office Layout 17
Office Site Selection 17 Office Layout 17 Office Design and Professional Image 18 Office Hours of Operation 19
Our Initial Contacts: Answering Phones 19
Chapter 3: Organizational Model of a
Bayada Home Health Care Office Providing Home Care Services 20
Positions and Responsibilities in a Home Care Office 20
Certifications 20 Importance of Associates in Offices Providing Home Care Services 22
© BAYADA Home Health Care, 2019
Not for disclosure outside BAYADA without written agreement 3
