“Don’t confuse outcomes with efficiency,” says CEO Tim Kirby
Excessive efficiency has nothing to do with outcomes; outcomes are an final result, efficiency is a behaviour, it’s important to not confuse this.
Making a tradition that focuses on the behaviours required to attain the outcomes desired, has been the foundation explanation for Releaf’s success within the UK’s medical hashish sector – a sector that has stagnated since medical hashish turned authorized in 2018.
The info tells its personal story…
Releaf spent £2M pre-revenue on constructing a proprietary HealthTech platform, the likes of which have by no means been seen earlier than within the sector.
On the coronary heart of the considering behind the design of the tech stack was the query: How can we create a knowledge ecosystem that drives high-performance behaviours? The power to by no means must ‘run a report’ or ‘analyse the info’ forward of operational conferences was baked into the backbone of Releaf’s tech stack from its inception—expertise that drives behaviours.
Releaf’s domination of the sector is now a matter of file, not opinion.
Because of utilizing data-backed insights to drive high-performance behaviours, our affected person outcomes are distinctive – as is affected person engagement and advocacy. Alongside being the fastest-growing (see above desk), Releaf can also be essentially the most trusted medical hashish supplier within the UK, with the best affected person advocacy.
That is evidenced by our quantity of Trustpilot evaluations (a larger quantity than suppliers which were energetic since legalisation six years in the past in 2018) and the best variety of 5-star rankings, wherein sufferers share deeply private and sometimes shifting accounts of the quality-of-life advantages they’ve skilled since beginning their Releaf therapy plan.
It’s the affected person expertise, led by Releaf’s behaviours, that marks the important thing shift in focus: behaviours – not outcomes.
Culturally, Releaf by no means talks concerning the 1000’s of sufferers becoming a member of on to its therapy plans every month, as an alternative, the mindset is to think about having only one affected person. Then, it acknowledges the right way to replicate this throughout speedy progress and scale, by deeply understanding the efficiency delivered (versus the outcomes) and making use of this throughout 1000’s of situations of that one affected person. Does that make sense? It’s a cultural mindset shift to behaviours, away from outcomes, get behaviours proper and outcomes care for themselves.
As a management staff, Releaf focuses on psychological preparation, emotional management and the mindset administration that’s important for constant excessive efficiency, not outcomes! That focus is all the time primarily based on behaviours – that is the place efficiency lies. Efficiency enchancment doesn’t come from outcomes evaluation. Outcomes evaluation typically results in individuals utilizing market situations to justify why outcomes are as they’re.
What will get missed in a results-based tradition, versus a behaviours-led tradition, is that if market situations are the identical for all contributors (which they’re), and one participant (Releaf on this case) has a much-improved final result, the one differentiator must be behaviours. Behaviours, behaviours, behaviours!
This technique, which helps the high-performance working framework embedded in Releaf, was there from the very begin – it’s the muse of Releaf’s tradition. It was current when the whiteboard was clean and the expertise platform was being designed.
The staff consistently requested, what are the info factors which might be lead indicators of high-performance behaviours? These information factors had been positioned on the core of the platform, accessible to all on our dashboard, in actual time, pushed by the thousands and thousands of information factors processed every day by Releaf’s expertise platform.
And it doesn’t cease there, Releaf has a dedication to the continual enchancment of the affected person expertise by means of nice tech UX that’s unrivalled. Releaf has 7 full time builders reporting to our Chief Expertise Officer – and rightly so, Releaf is a tech enterprise!
The affected person expertise is on the coronary heart of every little thing Releaf does…it’s our function. One instance of that is showcased within the launch of the ‘Affected person Portal V2’ which is being rolled out to sufferers this week.
So, whereas the rise and rise of Releaf might shock others, it doesn’t shock us.
Why? As a result of we give attention to a deep understanding of the behaviours required to drive the outcomes we wish. We don’t spend a lot time speaking about outcomes – the outcomes are merely the report within the newspaper after the sport has been performed.
To stretch the sporting metaphor: if administration and management assume it’s productive to run up and down the touchline shouting, Can somebody rating a aim?! They’re losing their time – the staff already is aware of the target is to attain a aim.
Nevertheless, in the event that they don’t perceive the behaviours required to attain that aim, then the shouting of management and administration for somebody to ‘rating a aim’ falls right into a vacuum.
