Looking back at 2020, individuals and organizations have had to adapt to the unprecedented changes brought by the COVID-19 pandemic. LifewiseCHM was no exception to the challenges, and, as a team, we rolled up our sleeves and got to work to find solutions. By embracing our expertise and use of technology, we developed new ways to serve our clients and their members safely and timely.
Recently, we connected with LifewiseCHM’s Co-founder and CEO, Kathy Dodd, to learn more about the impact of 2020 on the organization and those we serve. Read the interview below:
What has been the biggest surprise about 2020?
Like other sectors, the pandemic impacted the home modification industry dramatically. When the COVID-19 pandemic first hit, our team was unable to enter members’ homes, so we shifted completing home modifications needed on home exteriors, including ramps. We were able to adapt to enhanced client protocols to ensure overall member safety, provide confidence regarding our procedures, maintain our high-quality work and keep everyone safe throughout the process.
This underscored one of the benefits of being a smaller business. Our team developed solutions and made the necessary changes to our operations in order to support our clients and their members.
What overall changes have you implemented in your internal operations?
Safety has always been one of our top priorities. Since the very beginning of the pandemic, we shifted our office staff to work from home. We initiated daily ‘stand-up calls’ with our team to help them remain connected, encouraged communication and developed ways to keep everyone’s spirits up through fun and engaging virtual activities.
We are grateful to be able to continue providing work to our field teams due to enhanced safety protocols, PPE use and virtual training sessions. Communication and information are accessible and transparent thanks to our proprietary technology platform. This helps to keep projects moving.
How has LifewiseCHM ensured customer stability throughout the year?
Communication and technology have been key. By having a clearer understanding of our clients’ priorities and developing innovative solutions, we have been able to build stronger relationships. We have continued to enhance our technology platform to provide transparency throughout the entire clinical home modification process.
How has the idea of teamwork impacted your organization this year?
Teamwork is the reason we are where we are! Everyone continues to take initiative to problem-solve and create new solutions to challenges. Even though 2020 has presented our industry with unprecedented challenges, our business continues to thrive. We are proud to have made it through 2020 stronger and even more solid operationally.
Our team is connected, our company agile, and I couldn’t be prouder of what we have accomplished during such challenging times.
We remain strong with a ‘keep-going-we-can-do-that’ attitude, which speaks to our business’s sustainability. If 2020 has shown us anything, it has shown us this: when a crisis happens, having a solid team in place makes a great difference in keeping your business not only alive but thriving.
How have partnerships supported your vision for clinical home modifications as part of the healthcare continuum?
Our vision from the outset has been grounded in the belief that clinical home modifications play a vital role in the healthcare continuum. The pandemic has made it even more evident the importance of remaining safely in one’s home.
Supporting accessible living modifications so individuals and families can remain safely and as independently as possible has been catapulted to the forefront, clinically and legislatively. We remain active in HomesRenewed™ Coalition’s advocacy and collaboration efforts within the entire home modification sector. Due to relationships with key players throughout the entire healthcare continuum, we continue to raise awareness of the importance of clinical home modifications.
What are you looking forward to in 2021?
2020 shined a spotlight on the importance of processes–we are keeping a value on this in 2021 to streamline work. We feel even more prepared to hit the ground running. We will also continue to use data to make decisions as we intend to continue on a growth path–technology will be an essential asset, as it strengthens communication with our clients and supports transparency.
LifewiseCHM is also looking forward to being even more involved in ensuring patient support and satisfaction, by participating in strategic partnerships, like our work with HomesRenewed, to bring awareness of our industry’s need to a national perspective.
For our industry, we want to continue to professionalize our space as part of the entire healthcare continuum. Through our blend of medical and remodeling expertise, we plan to continue to set the gold standard for providing home modification services.
In short, our goal for 2021 is to continue to be in a position where we can support our clients, focus on their members’ needs, benefit the healthcare continuum, and have fun while we are doing this.