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V&E Healthcare Training & Consulting Inc by Eva M Francis RN,MSN,CCRN

V&E Healthcare Training & Consulting Inc by Eva M Francis RN,MSN,CCRN



Improving Patient Satisfaction in Home Health Care Agencies

Improving Patient Satisfaction in Home Health Care Agencies
Leaders and Staff



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    V&E Healthcare Training & Consulting Inc by Eva M Francis RN,MSN,CCRN V&E Healthcare Training & Consulting Inc by Eva M Francis RN,MSN,CCRN Presentation Transcript

    • MISSION STATEMENT  Inspire Greatness in individuals & Health Care organization through Training, Leadership ,Coaching, Keynote  Help Organization improve Service & Patient experience through leadership & staff engagement  Empower Patients & Families regarding their  Community Health Care Health Care Education Healthcare Organization Leaders & Staff Patients & Families
    • Home Health Care is on the move with Nurses in the Front Line
    • What’s the CMS Mandate The Home Health Care Survey is a standardized questionnaire for adults getting home health care services. (CMS) requires use of this survey by all Medicare-certified home health agencies that serve 60 or more patients in a one-year period. •To produce comparable data on the patient’s perspective that allows objective and meaningful comparisons between home health agencies •Public reporting of survey results will create incentives for agencies to improve their quality of care. •Public reporting will enhance public accountability in health care by increasing the transparency of the quality of care provided in return for public investment
    •  The Consumer Assessment of Healthcare Providers and Systems Home Health Care Survey (HH-CAHPS) is  . designed to measure the experiences of people receiving home health care from Medicare-certified home health care agencies..  Patients are randomly selected from all patients who have had two or more visits from the home health agency in the past two months.
    • The Major Themes of Health Care Delivery Reform 1. Improving Quality & Outcomes 2. Improving the Patient Experience 3. Coordinate Care & Controlling Cost Growth 4. Changing Payment Incentives 5. Better Health – Better Care – Lower Cost
    •  Overall Patient Satisfaction ( On time-Body language-Smile-Niceness)  Likelihood to Recommend  Satisfaction with arranging Care  Pain Management  Medication Communication including Side Effects  Satisfaction with staff ( Nurses, Therapist ,CNAs etc)  Satisfaction with staff educating patients and family as to patients progress
    • CUSTOMER SERVICE STANDARDS Transforming Culture to improve the Patient Experience Must See the Patient as the most important part of the Equation Change the Paradigm to see healthcare & patient care through the lens of the patients Staff must be trained & Understand the Mission & the HEALTH CARE LAWS.
    • CUSTOMER SERVICE STANDARDS ◾Hire service-savvy people. ◾Establish high standards of customer service & Hold Staff accountable . ◾Help staff hear the voice of the customer. ◾Remove barriers so staff can serve customers. ◾Reduce anxiety to increase satisfaction. ◾Help staff cope better in a stressful atmosphere. ◾Focus on Quality Service.
    • How Does this affect Home Health Agencies DIE
    • 1. We cannot afford to practice the way we practiced a few years ago 2. We cannot afford for our patients to have a bad experience 3. Our Patients have now become our biggest Fan & must have a Great Experience 100% of the time
    • 7 must Haves Principles for Leadership
    • 1. Leadership must understand & Embrace the CMS Rules 2. Leadership must consistently Check CMS Website for Updates 3. Leadership must position themselves to THRIVE in this Changing Health Care Climate 4. Leadership must employ the right caregiver 5. Leadership must TRAIN STAFF & hold them accountable 6. Leadership must follow up the care with Patient & Family after each visit by calling the patient/family and ask about care – Service Recovery if necessary. 7. Leadership must take ownership of the process and ensure that vendors are accurately reporting survey timely,
    • 7 must Haves Principles for Staff
    • 7 Must Have Principles for Staff 1.Care Giver must be on TIME 2. Staff must Always greet patient with a Smile 3. Staff must treat patient with respect and dignity at all times 4. Staff must wash hands & explain to patient what he/she is doing 5. Staff must acknowledge the families & other members in home 6. Staff must educate patients on the medications & Side effects 7. Staff must take a “ No Blame” approach & LISTEN carefully to patients & FAMILY. 8. Staff must SHOW PATIENTS THAT THEY CARE .
    • https://www.homehealthcahps.org. 1. Increase Provider Focus on Cost & Quality 2. Patient increasingly become active consumers of Health Care 3. Continuation of Affordable Care Act implementation- 30 million formerly uninsured will become insured in 2014 4. Continuous Environmental Changes that will require your personal awareness & adaptation to SURVIVE & THRIVE
    • Final Thought People don't care how much you know until they know how much you care” John Maxwell
    • Thank You !! Questions