Blog Archives - 3sixty

Winning Healthcare Meetings and Events: Why Understanding TOV is Non-Negotiable for Venues

by Simon Beard | Oct 20, 2023 | Blog, Compliance, Experts, Meetings, Resources

At Healthcare Venues we are regularly asked by hotels and venues this question: “How can we receive and convert more enquiries from the Healthcare sector?”

My first response is that if Healthcare is a target market, they have come to the right people, as we look to help in 3 ways. 1) Provide a sector specific listing on the Healthcare-Venues.com website with 2) an independent Compliance Index, and 3) deliver our Venue Healthcare Champion training course. Our post training Hints and Tips form just one element of skills training that takes learners, via a series of memorable methodologies, on a journey to become a venue’s Compliance Expert.

So, welcome to the first in a monthly series of Hints and Tips where we tackle some of the more challenging areas around the organisation of code appropriate Healthcare Meetings and Events.

The hints and tips are aimed at hotels and venues however, if you are a meeting planner and are tired of explaining what TOV is and why it is important, you might just want to share this with the venues you work with so they learn something new. Not for those venues, it has to be said, that are on our platform and have already been trained to understand and action!.

So why are we covering TOV first? Well, it’s because we are hearing from more and more corporate meeting specialists and agencies, that if a venue does not understand the importance of TOV, and support its reporting, they will be more likely to NOT want to work with the venue again!

I have split this hint and tip into the ‘Background’, so readers who don’t know the history can understand why the accurate reporting of TOV is critical and non-negotiable. The HINT, if you like, and then the TIP.

Background (Hint):

Let’s start with some history. In mid-2007, Australia was one of the first countries to require the reporting of details from every industry-sponsored event ₁

The US followed in 2010, and passed The Physician Payments Sunshine Act (now known as open-payments) to increase transparency of financial relationships between healthcare providers and pharmaceutical manufacturers ₂.This was the significant catalyst which started a global impact. I’ll focus on the European requirements in this article.

It was on 2nd July 2013, that EFPIA (the European Federation of Pharmaceutical Industries and Associations) announced the release of its disclosure code for transfers of value ₃ to healthcare professionals and organisations. It required its members to disclose transfers of value to HCP’s and HCO’s as of 2016 for all transfers made in 2015 either on their websites or, where available, on a national platform for disclosure.

Before this, companies were displaying the total amount being spent on meetings for doctors on their corporate webpages. Try a web search, you can access TOV reporting documents that are open source and open to scrutiny.

In 2016, healthcare companies in the European region now had to disclose payments made, directly or indirectly, to healthcare professionals (HCPs) for every event. relating to the following areas:

Accommodation: Bedroom only Rate
Catering: Breakfast, lunch, dinner, and coffee breaks
Travel: Plane, train, car, or coach transfers
Congress registration: Registration Fees

This action was aimed at satisfying the increasing need to demonstrate transparency in the relationships between the healthcare industry and healthcare professionals.

We are now in its 7th year, and we know the data being captured is far more extensive than the EFPIA template and, in most cases, it is the project planner that is responsible for collating all this data in a timely manner and it MUST be accurate. You can expect that for a meeting for 100 healthcare professionals, there is in excess of 40,000 pieces of data requiring validation and capture.

This all sounds reasonable and logical, and for us, as patients, it makes for very interesting and reassuring reading. However, the practicalities of delivering such large amounts of data are, like compliance, never straight forward and are time consuming. So, how can you, the venue, help?

The Tip

We are all “BUSY” and Meeting planners are more so, and they tell us that if a hotel or venue does not understand TOV, and needs education on what it is, then they are far less likely to want to work with them. This is one area that is non- negotiable for the planner, and a significant part of their role.

So, for ANY hotel or meeting venue, not just those on the Healthcare Venues platform, that wishes to convert more business, you must understand the following:

360 Healthcare Venues Winning Healthcare Meetings and Events Why Understanding TOV is Non-Negotiable for Venues The Tip

You must be able and prepared to break down your bundled rates, e.g., B&B or DDR rates.
Invoicing must be clearly presented in the format your client requires, it may be slightly different from company to company.
You must be able to do this within the requested time frame.

Note: Meeting organisers are not trying a tactic to unpick the profit margin within a DDR, but as you can now see, it is to make sure they can complete their report accurately.

It really is that simple, and it’s the same for any client you are trying to win or retain. Understand your client, their pain points, and if you can make their lives easier, they are far more likely to be a ‘returning customer’, plus they will also spread the word of your excellence to colleagues and their broader network.

1 journals.plos.org/plosmedicine/article?id=10.1371/journal.pmed.1000128

2 openpaymentsdata.cms.gov

3 www.efpia.eu/relationships-code/disclosure-of-payments

Enhancing Decision-Making with Live Chat Technology: Bridging the Gap Between Stakeholders and Suppliers

by Mark Handforth | Sep 8, 2023 | Blog, Resources, Thought Leadership

A long standing observation of mine is how the success of a meeting can be achieved through efficient decision making. Having been in the position of stakeholder and supplier, I have seen firsthand how making informed decisions can be a complex and time-consuming process, often involving multiple meetings and emails. However, this can be improved with the use of live chat project planning technology. This modern day dynamic – be honest, you’re probably using these as internal tools or through WhatsApp groups on a daily basis anyway – will change how decisions are made, enabling stakeholders and suppliers to communicate seamlessly and make decisions more efficiently in real time.

The Power of Live Chat in Decision-Making

Live chat technology, commonly associated with customer support, should find a new and valuable application in the realm of supplier-stakeholder interactions. Yes, there are barriers in terms of the perception of being on the hook 24/7 for demanding suppliers, information security, and likely policies that at the moment deny their use, between employees and external organizations, but the benefits are clear. We estimate that using shared chat technology can boost efficient decision making by up to 50%. How can we deny the use of the tools that we already use every day, to dramatically improve a critical component of meeting planning? .

Here’s how it can revolutionise decision-making:

1. Real-time Communication: Live chat facilitates instant, real-time communication between stakeholders and suppliers, eliminating the delays associated with emails or scheduled meetings. This allows for quicker responses to queries, clarifications, and the exchange of critical information.

2. Accessibility: One of the most significant advantages of live chat technology is accessibility. Stakeholders and suppliers can engage in discussions from anywhere, making it easy to connect with global partners across different time zones. This accessibility ensures, that decision-making processes are not hindered by geographical constraints.

3. Efficiency and Savings: Using live chat promotes quick decision-making, reduces delays in obtaining information, and minimises the need for lengthy email exchanges or meetings. This streamlined communication enhances planning efficiency, manages billable hours, and ensures that time for the generation of meeting outcomes can be maximised.

4. Documentation: Live chat platforms often provide a record of conversations, which serves as a valuable resource for decision-making. Stakeholders can refer back to past chats to review discussions, decisions, and commitments, helping to maintain accountability, clarity, and compliance throughout the supplier relationship.

5. Multimedia Support: Live chat goes beyond text-based conversations. It often supports the exchange of multimedia, such as images, documents, and even video. This feature allows stakeholders and suppliers to share visual information, specifications, and project updates more effectively, enhancing the quality of decisions made.

6. Efficiency: Live chat can significantly reduce the need for lengthy meetings, allowing stakeholders and suppliers to quickly address issues and make decisions on the spot. This not only saves time but also reduces the administrative burden associated with scheduling and organising meetings.

Top 5 Tips for Effective Decision-Making Using Live Chat Technology

To leverage live chat technology for improving decision-making between stakeholders and suppliers, consider the following tips:.

1. Choose the Right Platform: Select a reliable live chat platform that suits your organisation’s needs and is likely used by the stakeholder already. Bespoke systems will likely get wrapped up in approvals. Look for features like file sharing, search functionality, and mobile accessibility to ensure efficient communication.

2. Establish Clear Communication Guidelines: Create guidelines for using live chat effectively. Define expectations for response times, professionalism, and the controls required for the types of information that can and cannot be shared through chat. Clarity in communication helps avoid misunderstandings and protects data and confidentiality.

3. Target Bigger Meetings then Grow the Scope: Be ambitious and start with larger meetings. This is where the most value is created. Cascade the habits and best practises to other meetings as you are ready.

4. Use Chat Archives Wisely: Encourage stakeholders and suppliers to use chat archives as a resource for decision-making. Ensure that important decisions and commitments are documented and easily retrievable for reference, especially where compliance requirements are concerned.

5. Provide Training: Offer training to all parties involved in using the live chat platform. This includes understanding the platform’s features, best practises for effective communication, and data security measures.

6. Think Inclusive: At the initial stage of the project, keep the live chat to a core team of decision makers and worker bees. Open this up to more of the supply base as you put some of the basic framework of the meeting together and get closer to the date of the meeting. It may take a shift in mentality to share your stakeholder with others that are critical to the planning chain, or feel as if you always have to be available, but the benefit is efficiency and project success, which is the goal.

7. Balance Chat and Meetings: While live chat can streamline communication, it’s essential to strike a balance. Reserve meetings for more complex discussions, brainstorming, or when face-to-face interaction is necessary, but use live chat for quick updates, queries, and routine communication. Live chat can effectively prepare you for ‘good’ meetings, clearing the clutter of bad preparation to focus on efficiency and outcomes.

In conclusion, live chat technology has the potential to enhance decision-making between stakeholders and suppliers by promoting real-time, accessible, and efficient communication. By following the tips outlined above, organizations can harness the power of live chat to improve collaboration, streamline processes, and make more informed decisions in a rapidly evolving business landscape. Embracing this technology is not just about creating decision making advantages; it’s about driving innovation and ensuring long-term success in supplier-stakeholder relationships..

Fostering High Performance: Creating the Ideal Environment for Supplier Excellence

by Mark Handforth | Sep 8, 2023 | Blog, Resources, Thought Leadership

The client and supplier relationship when planning meetings can be complex and stressful at times. It can be hard to accept that, but sometimes, without this being the intention of either party, it just doesn’t work efficiently. With an increasingly entry level meeting planning workforce and high demands on those with experience, expecting excellence without an investment is not sustainable. Neither is poor supplier performance. This is the problem that needs to be solved to engineer more efficient project planning.

Transparency, not on their own, KPI’s and SLA’s, is the cornerstone of this high performance relationship. Open communication about expectations, goals, and challenges ensures a shared vision. When suppliers are equipped with a clear understanding of their role and how their contributions align with the client’s objectives, they can tailor their solutions for maximum impact. Furthermore, an environment that prioritises transparency builds trust, fostering collaboration and long-term partnerships.Yes, it may seem excessive for a one off meeting, but the method is translatable regardless of the meeting size.

Creating a performance-oriented ecosystem is equally vital. Regular feedback, aligned with measurable metrics, empowers suppliers to fine-tune and evolve their meeting planning strategies. This involves not only highlighting areas for improvement but also acknowledging successes. Constructive feedback drives growth, while recognition fuels motivation, resulting in an upward spiral of excellence.

Embracing failure in innovative scenarios completes the triangle. Encouraging a culture where calculated risks are applauded, even if they result in failure, drives supplier innovation. Such an environment prompts suppliers to think outside the box, push boundaries, and ultimately deliver ground breaking solutions.

In conclusion, the success of a supplier-client collaboration can hinge on the environment clients cultivate. Transparency nurtures trust, a performance-driven approach boosts outcomes, and embracing failure fuels innovation. By prioritising these principles, clients pave the way for suppliers to thrive and create a synergy that can have a significant impact on the creation of successful meetings.