The Anatomy of a Turnaround by Paul Kusserow

Author:Paul Kusserow
Language: eng
Format: epub
Publisher: McGraw Hill LLC
Published: 2023-08-15T00:00:00+00:00

FIGURE 6.2 As illustrated by Humana’s “Horn of Plenty,” businesses grow from their core outward by serving the needs of customers.

Back to Amedisys. Our Golden Rule strategy became a virtuous circle where the component parts reinforced one another as the company grew. We started with the ambitious (and I would add right thing to do) goal to provide the best care possible for our patients. We realized that we needed to have the best employees to deliver that great care. We also knew that our great employees needed to have the best tools to create a conducive working environment where our employees could function at the highest performance levels. We also needed to have the best managers and leaders to nurture and sustain our employees. That’s why we focused so intensely on reducing turnover.

I use the word “best” a lot in describing our strategy. The word “best,” however, is useless without the ability to measure relative performance and outcomes. Best has to mean “better than the competition,” but it requires metrics to validate that claim. We realized this and developed explicit measures and tools for defining, measuring, and tracking the company’s “bestness.”

As we executed our strategy, Amedisys rewarded its shareholders, those who bet their money and put their faith in the story. Our stock grew at a higher multiple than that of our competitors because we were doing the right thing better than they were.

Our Golden Rule strategy is simple in concept but difficult to execute. Treat your people well. They in turn will treat the customers well, and the company will prosper. The reason this strategy is better than most is because we have found ways to make it personal and moral. That took Amedisys into another dimension. It got us out of the profane and into the sacred. By creating a virtuous circle with the best caregivers, managers, tools, and working environment, we accomplished good by any and all measures. That is a unique thing in this world. Make a living by doing good. Make a positive difference in the world. Send out good vibes to whatever God is out there watching us.

Pursuing a Golden Rule strategy is a never-ending endeavor. At Amedisys, we took the first steps and achieved success. The company’s table is set. In order to maintain our high performance level and continue our successful run, we must continue to treat one another and our patients as we would like others to treat us. We have been able to show that businesses and economics can coexist with morality and noble purpose. There are no shortcuts.

I believe the Amedisys culture can be self-sustaining and prosperous. After I leave, new leaders can push the company to even higher levels of performance and accomplishment if they never lose sight of the Golden Rule. Home is where the care is. Let us continue to find ways to make home-based care more effective and compassionate. My hope for Amedisys is that we individually and collectively will find ways to surprise ourselves by doing good work on behalf of our patients.

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