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Hi everybody at Eastern Hospice, it's laura masher today to

talk to you about your cap scores for the month

of april.

So let's have a look, here's your current state map.

You'll notice you're at 87.5 and your your targets 96.27.

But I think there's some potential here to continue to

grow and move upward.

Um you know, you'll notice you start out kind of

low back in October and 78% and you launched all

the way up to 93% on December.

Um but then started to come down from that, maybe

the lowest peak is March for now because I see

you moving up.

So I think that's great.

I think you're on the right path, will continue to

keep talking about um strategies to keep moving that number

in the right direction.

We have several months left in the fiscal year.

September is the cut off end of september.

So we definitely want to like strive to um do

everything we can, you know, to get those scores up

and and really show in numbers um what you guys

are doing out there because I know it's some wonderful

phenomenal work.

I've heard great stories, talk to your leadership.

Um and so just really the the scores showing that,

you know is is the goal.

So, but I wanted to talk to you today about

what is top box, you know, it's really just some

data terminology that you'll hear sometimes.

Um and I just wanted to give those little bit

of nuggets to help help you understand the why behind

the data.

So what top box is the percentage of respondents that

choose the best possible score?

So an example of that is one of the questions

on the survey that your families will get is please

rate this agency from 0 to 10, 0 being the

worst 10 being the best.

Um If you're families choose a nine or a 10,

that's what counts towards your score of 87.5.

So 87 point point 5% of the patients that you

cared for their families rated you a nine or a

10. So of course we want to keep striving that

everyone rates us the highest score because then we know

that we have hit all the right um spots in

that care continuum.

So really that's what that means.

Now I'm going to zoom in on this slide so

you can see it a little closer.

There's other questions on the scorecard to that have different

responses, not just a number value.

So for example um uh did you know how how

often did your caregiver provider help with help?

Your loved one with restlessness and agitation.

So um that's one of the questions.

Notice how it talks about frequency.

So the answer always is what we would want them

to choose.

They always address this.

They always educated us.

They helped us with this.

Um You know the other responses would be usually sometimes

and and never and so we definitely don't want them

to choose.

Never. We want to make sure because we know we

need to address those things just like pain.

We need to talk about these things and not just

an admission, but a continual conversation touching on these points

to make sure that those families feel comfortable, that they

know what to do in those instances of trouble breathing,

of pain, of restlessness and agitation.

So just kind of bringing that up to help you

understand that they have to choose always.

They have to choose the high score.

Um For it to count towards our percentage.

That's what those percentages are showing.

So today we're gonna look at the greatest increases.

You had trained to help with trouble breathing, jumped up

200%. Trouble with constipation, 100%.

What to expect while dying.

100%. Um When to give pain medications 92.86 and help

for trouble breathing.

Excellent work.

As I just was talking about, um you know, trouble

breathing and things like that.

The training components very important.

Next thing I want to talk about his greatest decreases.

So, um communication between nursing home and hospice, there's been

some drops in that train to help with wrestles and

agitated is 66.67 with nine surveys returned about that question.

So, we want to make sure we're talking about that

new handout um that we're showing that we're talking and

educating from the handout and that we're leaving that and

letting them know this is here when you're ready to

use it.

You know, if that if that patient is not experiencing

those symptoms yet, we want that to be available to

you as a resource and then emotional support after death

drop down a little bit and then discussing pain meds,

side effects.

So, and then at the bottom you noticed the priority

index focus, We have three focus areas.

These are the top priority to our families.

So we definitely want to do well in these areas.

They're going to impact the whole survey the most.

So this week we're going to talk again about listening

carefully because it truly is the most important thing.

We need to be good listeners.

We need, you know, we may be good listeners.

But does the family feel like we're really listening?

Um, does the family feel like we're engaged with them

and the patient?

Um what does that feel like to them?

Because the perception is really everything.

So listen carefully to you.

Use your best practice guidelines for forces.

Active listening model is such a great tool to help

with that.

It is on my patient experience portal page so you

can access these videos and information about this at any

time, but just remember, check in, give good eye contact,

just slow down your speed of approach, Body language, avoid

those arm crossings facing away when talking things like that.

Use a good tone of voice and facial expressions connect

personally, offer a warm greeting but established that personal connection,

remember how we talked about, it only takes 56 seconds

to connect.

You can't not do that to me.

That's a huge part of success in the caregiving and

really helping those families and patients communicate actively use narrative

care, so narrative cares when you talk and explain as

you're doing that care so that your families and patients

understand what's happening um you know, and certainly use your

best judgment um on you know, things to say in

front of the patient, but um you know, if you,

you know your job, you know how that works the

best, um but make sure to commit to sit when

you're there as well, sitting at the encounter makes such

a difference.

And the sisters mentioned the gift of being fully present,

um that is just so empowering, I feel just good

all over when I hear that, paraphrase words back, so

you know, so what I hear you say is this

so they know you heard them and then caring with

love, focus questions and comments on your patient and family's

needs and hopes, so what more can I do to

help? Um, thank you so much for the shared experience,

You know, just being gracious.

Um, and thinking so last but not least amazing comments.

Um, you know, just, you can take a look at

these. Um, I see Michelle and Tiffany did a great

job. Everyone is so kind to make him comfortable.

Um, as john john's wife, I could not have been

more see more caring people to help with his passing.

Oh my gosh, such great work.

Um, thank you for your help.

Thank you Tina Sarah Joyce.

Justin Tiffany!

So many call outs on that one.

That was awesome.

Again, Michelle and Tiffany did a great job.

Let's see if there's any other call out, Some mentioning

of Richard Owens Hospice home, which I'll share with them.

Um, but some really, really great call out.

Congratulations. Very nice work.

Um, you know, keep doing what you're doing.

You guys are phenomenal, um, continue to use these tactics

and your work and just being good communicators, patient experiences

about good communication and connecting.

Do those things.

You're going to have a good experience.

Your families and patients are going to feel this experience,

Their perception is going to be that as well.

And uh, it will reflect in those scores and those

top box marks that we talked about today.

So, um, talk to you next month.

I wish you all the best.

Have a good day.

Bye bye.

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