Home Health & Hospice

Q: In the National Research Corporation?s report titled, Empowering Customer-Centric Healthcare for Post-Acute Providers, what are the highlights of home health?

Homecare Insider, February 24, 2014

Q: In the National Research Corporation’s report titled, Empowering Customer-Centric Healthcare for Post-Acute Providers, what are the highlights of home health?
 
A: In its home health section, the report addresses the importance of assisting patients in a manner that will allow them to continue aging in their homes, and the manner with which home health agencies can most effectively do so. Agencies must recognize the value of customer service and consider the needs and perspectives of their patients, according to the report, which outlines the top drivers of home health patient recommendation:
  • Care providers treated the patient with courtesy and respect
  • Care providers seemed informed and up to date
  • Care providers listened carefully
  • Care providers explained things in an easy-to-understand fashion
  • The agency informed the patient when care providers would arrive
It is clear from the home health patient recommendation drivers listed in the report that patients are certainly interested in as pleasant an experience as possible. But with agencies constantly battling decreasing reimbursement, devoting time and resources to customer service training can be difficult. Making a concerted effort to value effectiveness as much as efficiency, however, can go a long way toward the well-being of the agency, in addition to that of the patient.
 
To read the full report, click here.