Benchmark Solutions’ Post

Last month, we celebrated Everlab’s 1st birthday. It’s been a wild year and we’ve accomplished a lot over the last 12 months. But things have also gone wrong (more than we’d like). Here’s one example of something that went wrong recently, and how we’ve tried to learn and improve from it. One of our members was scheduled for an ECG with one of our partners. One day before their appointment, Fergus (our care manager) called the partner to confirm they had a working ECG machine on-site. The very next day, the ECG machine was broken when our member arrived. Our non-scalable solution (calling in advance) didn’t work - but I’m glad we tried it anyways! What did we learn? 1/ Plan for all scenarios (e.g. pre-mortems). Problems are inevitable. Spend some time upfront planning out what could go wrong. But recognise that you might still get caught out. Shout out to Fergus, who thought ahead to call and check for the member, exemplifying our Customer Obsession company value. Great planning, process and execution, just not the result we wanted. 2/ Don’t make excuses (e.g. say sorry). It's easy to get defensive. After all, we did call the partner and confirm the ECG machine was working. But at the end of the day, the buck stops with us. The member put their trust in us, and we were the ones at fault. A simple “I’m sorry” goes a long way. Take responsibility. 3/ Swarm the problem (e.g. find a fix). We created a Slack chat, and the relevant folks jumped in and prioritised solving the issues with one clear owner driving the outcome (Fergus again). In our next retro, we identified what went wrong and how to prevent it in the future. And then we updated our Hulk board ("Days since last incident" KPI). As we reimagine preventative healthcare, we aim to deliver high-quality service 100% of the time in an operationally complex business. But even when we do our best, we still somtimes come up short. And this will only get harder as we start to move into our next stage of growth. What do you do when things don’t go as planned? Share your thoughts. 👇

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Celebrating Success with Otto! I am thrilled to share some incredible results from Otto that highlight the remarkable "Otto Effect" on our clients. Working for a company that delivers such tangible and obvious results is truly a privilege. 📈 Key Highlights from the Otto Data Sheet: - 38% Average Increase in Contact Lens Revenue Across All Members - Over $2300/month in New Sales Generated From Otto - 797% Avg. ROI from All Otto Members! It's incredibly fulfilling to know that Otto's impact extends beyond just numbers; we are also significantly enhancing the patient experience and improving the overall efficiency of eyecare practices. 🚀 Experience the "Otto Effect" Yourself! Click the link below for an "Interactive Preview" of a contact lens refill reminder, and experience what your patients would with Otto. https://lnkd.in/dDsUbipq

We’re celebrating the official launch of Allie – a brand new platform designed specifically for allied health clinics! This is a special one for us. About a year ago, I got the chance to meet Ben Lynch and Daniel Gibbs from Clinic Mastery and hear about their team’s fantastic vision for a new tool to help allied health clinic owners better deliver impactful practitioner support. Working closely with them, we developed the MVP in 3 months and spent our time refining it through rigorous alpha testing. The results speak for themselves: fantastic reviews, happy customers, and incredibly positive user feedback. In fact, a whopping ~80% of testers loved it so much they decided to pay! If you're looking for a data-driven solution that can improve productivity and efficiency in your clinic, give Allie a try! — We don't just build products, we partner with our clients throughout the journey from zero to one, this includes product strategy and OKRs, validating Product-Market Fit with real users, continuous product design and development, go-to-market strategy, and even customer support. Do you have a brilliant product vision that needs a launchpad? Let's make something amazing together. Get in touch!

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I really enjoyed the launch event this morning. Some great discussion on the need for strategic procurement as part of a cohesive industrial strategy and how shifting approaches are needed to match changed economic realities. Some highlights from the conversation were Neil Desai, ICD.D and Nicole Janssen exploring the fact that procurement dollars are different from other types of government dollars (e.g. grants or tax credits). The fact that they are dollars which allow you to get real customer feedback is crucial, to help you test and refine your products in ways that other government funding does not do. Add to the fact that having a government partner on your client roster is huge for credibility then procurement has value above and beyond other types of support. I also appreciated Dan Ciuriak's skewering of the public policy sphere for its lack of appreciation of how the intangible economy works. Canada has positioned itself as the intangible equivalents of hewers of wood and drawers of water as providers of low cost R&D services to international firms. Instead of building, and protecting, Canadian champions, we have allowed the ones we have to fail, like Nortel, and ended up importing at high cost the IP developed by Canadians.

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“Let your passion for helping others shine through in everything you do—it’s what makes you extraordinary.” Passion is what sets extraordinary providers apart from the rest. It’s what drives you to go the extra mile and make a lasting impact on those you serve. Let your passion for helping others show in everything you do. How do you express your passion for patient care in your daily work?

Amazing team and service provided by OnHand! If you haven’t explored the value this team can bring your organization, you’re missing out and leaving $ on the table. Click the post below and follow the link! #onhand #supplychain