BrightStar Care franchisees come from all walks of life. Healthcare experience is not a prerequisite, but qualities like leadership and compassion are held in high regard. Since franchisees often come from a different industry, BrightStar Care goes above and beyond to set owners up for success through its training programs and ongoing support.
Front-end training helps close the gap between franchisees who don’t have healthcare experience and those who do.
“We provide upfront training on how you and your new BrightStar Care franchise agency fit into the home health care industry,” Janet Zimmerman, associate vice president of learning and development, said. “We also require all new franchise owners, regardless of their professional background, to participate in what we call the Clinical Management Certification Program. This provides a deep dive into our model of care, clinical compliance, and other clinical management topics. It provides foundational knowledge for non-clinical owners to help manage their business and understand the role of their Director of Nursing staff.”
Additionally, new franchisees take classes online and in person at the BrightStar Care franchise support center. These sessions help new owners learn the business and the BrightStar Care system. They cover topics like setting up your business, preselling the market and recruiting employees, among others.
During this time, franchisees also meet their Start Team coaches, who provide support and education during the onboarding process. The entire pre-opening training program arms franchisees with the necessary tools for launching a successful BrightStar Care franchise location.
Once franchisees complete their initial training, BrightStar Care offers ongoing support. Online modules combined with in-classroom hands-on training and role playing are available to learn the sales, clinical, and operations roles of BrightStar Care franchise
We’re working towards getting more of our learning resources online so owners can have the resources on hand,” Zimmerman said.
Similar to the onboarding Start Team coach, franchisees have a dedicated Field Support coach and attend monthly calls and webinars to discuss best practices. Franchisees improve their businesses, and the brand as a whole, when they use new processes and practices to give the best possible service to clients.
BrightStar Care caregivers are a crucial part of the organization, interacting daily with clients and providing top-quality care. Staff training is treated with as much care as franchisee training. High-level operational roles such as Brand Manager and Director of Nursing attend boot camp. There, they learn about daily operations and how to manage the business.
BrightStar Care holds two conferences each year; the fall event is directed towards franchise owners, and the spring event is directed towards office staff. These in-person training sessions help the brand connect with owners and their office staff and refresh their understanding of best practices.
These training tools for owners and office staff allow all BrightStar Care locations to run efficiently and provide excellent care to clients.
The BrightStar Care learning and development team is working towards additional automated training in order to provide consistency and accessibility.
“We’re working on developing some situational eLearning simulations. This will allow trainees to practice real world operations,” Zimmerman said.
BrightStar Care has rolled out some of these simulations and hope to complete the process in 2018. BrightStar Care continues to study, develop and improve their training processes. Providing the proper tools to all helps the brand continue to grow and maintain focus on an integral aspect of BrightStar Care: The clients’ care needs.