Why your NEMT company's programs, policies & procedures matter! | NEMT Experts Podcast Episode 69
Your Non-Emergency Medical Transportation (NEMT) business needs programs, policies and procedures. Are you not convinced that it matters? Well, you will be convinced by this fifth episode of The Transportation Alliance's 6-part webinar series sponsored by Bambi called "Mastering Business Essentials" featuring Frank Ciccarella of Synergize Consulting.
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Top 3 Takeaways:
- Foundation for Operations & Litigation Protection: Clearly defined and written programs, policies, and procedures (referred to as "norms") are critical for establishing a foundational approach to how a transportation business operates and how employees are expected to behave. This not only ensures consistency and a safety culture but also serves as crucial protection against litigation by demonstrating due diligence and expected standards of conduct.
- Impact on Multiple Business Facets: These "norms" are not just about rules; they significantly impact various areas of the business, including regulatory compliance, operational efficiency, employee accountability, risk management, safety, workplace culture, employee satisfaction, customer satisfaction, and reputation management. A lack of these can lead to costly mistakes, inefficiencies, and a negative public image.
- Training and Continuous Review are Essential: Simply having policies isn't enough. Comprehensive and systematic training on these programs, policies, and procedures is vital to change behavior and ensure employees understand and adhere to them. Furthermore, these "norms" must be regularly reviewed (annually suggested) and updated, involving employees from various departments to ensure they remain relevant and effective.
Top 3 Quotes:
- Frank Ciccarella: "Public transportation companies must have a foundational approach to how they operate and how their employees are expected to behave, and that's very important for a lot of reasons, having to do with not only how they behave... but also to protect your company from litigation."
- Frank Ciccarella: "Remember that 99% of all accidents incidents are caused by conscious and deliberate unsafe behaviors that violate the norms of an operation. Everything that occurs daily and daily operations can be controlled by your drivers and staff."
- Frank Ciccarella: "Don't wait to have an accident or incident to establish a program, a policy procedure... That's not the time to do it. The time to do it is way before that ever occurs."
