Press Ganey Performance Case Studies for Home Care Agencies

Learn how other Press Ganey home care clients overcame obstacles and implemented solutions that improved performance and success.

  • A New Mission for Kaiser Home Care

    In 2010 Kaiser Permanente partnered with Press Ganey for data and improvement advice, and then hired a national service quality consultant for home care. She followed dozens of front-line home health workers as they made patient visits in California, Hawaii and the Pacific Northwest and interviewed many others at nine Kaiser agencies. She compiled reports on her findings and conducted two major presentations to all staff at regional events. Kaiser officials hold monthly phone calls to ensure the promotion of best practices. Those and other efforts have yielded clear areas of potential improvement: communication, patient engagement, and courtesy and respect. In addition, Kaiser has been working on an effort to reduce hospital readmissions, showing the clear relationship between higher patient satisfaction and quality of care in integrated delivery networks. (2011)

  • Engaged Employees, Satisfied Patients at MetroWest HomeCare & Hospice

    MetroWest HomeCare & Hospice in Framingham, Mass., is a hospital-based agency offering care to some 300 home care patients and 40 hospice or "bridge to hospice" patients in 40 communities. It engaged Press Ganey in mid-2005 to begin examining patient satisfaction data and to help drive improvement in its home care and hospice service lines. MetroWest's ultimate objectives were to move its patient satisfaction scores up to the 90th percentile or higher and to change the organization's culture to be more service-oriented at all levels. As it turned out, having an engaged workforce was a key driver of consistently higher patient satisfaction scores. (2010)

  • Home Nursing Agency Serves as a Role Model for Satisfaction

    In 2007, Home Nursing Agency, a provider of home health, hospice, behavioral health and other community health programs in central Pennsylvania, looked at patient satisfaction scores and realized more needed to be done from a care-coordination perspective. Patients were reporting that too many different nurses were handling their cases and not enough communication was taking place. Utilizing a decade of Press Ganey patient satisfaction survey data, the agency's response was an organization-wide Continuity of Care educational program. (2010)

  • The Banner Story: Improving Home Care Patient Satisfaction to Stay Ahead in a Competitive Market

    Find out what Banner Home Care discovered through its partnership with Press Ganey and how they came to be the market giant in Arizona and beyond. (May 2009)


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