Proven Performance in Home Care
Every encounter, every phone call and every touch a patient experiences with your home care agency is an opportunity to improve their satisfaction with your services. Better care means higher satisfaction, which dramatically affects the strength and financial performance of your agency.
Featured Case Study:
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.