Home Health & Hospice

Report details customer-focused post-acute care

Homecare Insider, February 24, 2014

The National Research Corporation released a report at the end of 2013 titled Empowering Customer-Centric Healthcare for Post-Acute Providers. The report, which includes separate sections devoted to skilled nursing, assisted living, independent living, home health, and hospice, breaks down data in an effort to identify critical elements of successful post-acute care with multiple providers and the care continuum in mind. In its introduction, the report points to three dominant trends that exist within all areas of healthcare:
  •  Person-centeredness and the evolution of the healthcare customer
    • Given the current nature of the healthcare market, “it is continually important that organizations focus on creating a culture of person-centered care and increasingly important that providers and other stakeholders have a solid understanding of quality, experience, and satisfaction—as well as buyer behavior,” the report states.
  • Staffing’s importance
    • Staff satisfaction will often lead to greater quality of work and improved patient outcomes, and can even have an effect on other organizational components, according to the report.
  • The healthcare ecosystem
    • The silo approach to healthcare is coming to an end. Accordingly, all providers—especially post-acute providers—need to be prepared for the change, the report summarizes.
 “[Post-acute providers] sit in a unique position to shift their thinking and change the way they meet the needs of customers and provider partners,” the report states. “Nursing homes, assisted and independent living communities, home health agencies, and hospice organizations offer distinctive value to consumers and other healthcare providers. Operators of these important organizations have the opportunity to re-establish their role in the care continuum, and can best do that, as well as best prepare for the uncertain elements in their future, by developing a solid understanding of the dynamic of the greater healthcare continuum, other segments in the ‘post-acute’ realm, and their direct peers.”
To read the full report, click here.