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Hi everybody at Rockford Hospice Loren Bouchard here to talk to you about

your patient experience scores for the month of april let's have a look.

Okay? So you can see here you guys are at 83.33, you dropped down a little bit,

you had 12 surveys returned.

Um but we're gonna take a look and see you're not meeting your target this month,

but we'll definitely see like what's holding that

up because you did hit your target last month

and the month before. So let's take a look.

So here's the breakdown of the survey returns. Um the top box.

So you had nine surveys that gave you a 10 1 survey gave you a nine.

So those were both top box but everything below that. Not so eight you had 18 and 15.

So just to think about that, you know, if we could influence those AIDS, you know,

how do we influence the eights to give us a nine or

a 10 and sometimes that's what we need to be thinking about.

It's usually just consistency and um communication,

all the things we talked about, but you're doing great overall.

If you look at your overall target here, you're 89.47. So just

A hair below your target of 89.56.

It's shown it in green,

but it's really read until you hit that um until you hit that note.

So which is literally

it's what point

.9.09 I think to get to that.

So um if we go up next month um you'll be

at your target for overall for patient experience year to date.

And you can see um as an entity

hospice, as an organization,

as a service line is at their target this month and for four months in a row.

Which is super exciting.

The greatest increases trained to safely move,

trained to help with restlessness and agitation.

Given confusing information about care.

Uh get as much help with pain as needed and identify

pain med side effects have all improved since last month.

Greatest decreases nursing home information, work together,

help with trouble with constipation, get help for trouble breathing,

hospice team help after hours and information on if and when to get pain meds.

Those decreased

from last month, this month.

Your top priority index listening carefully to you number one.

Keep informed about care number two and emotional support number three,

which we're going to focus in on this month, emotional support received.

So just making sure you, your patients and families feel like a priority.

You know,

when they're talking about something and we want to

make sure we validate their feelings and thoughts,

avoid interrupting them

and just providing that empathy and compassion towards their questions and

concerns maintain that positive body language avoid crossing your arms,

watch your facial expressions and if you can commit

to sit when possible and give eye contact.

That is really, really helpful tool. Um and feeling for them. Feeling supported,

assist them with preparing for their loved one's death by making sure we, you know,

bring out the gun from my sight booklet and walk through that, you know,

point out different areas maybe where their loved one is in the process.

Um, and then you can always offer additional resources.

We have social workers,

we have chaplains just being sure to offer

those services and last but not least we have

family comments and if you want to pause your screen to take a look at that,

I see a few little call outs for Angie and Minerva to reverend Darren as well.

Um so great work there And uh just keep up the great work, everybody.

This is an awesome group of people and I know um you're just so close

to hitting 118 to a nine would have taken you there to your target.

So just kind of keep your eye on the ball.

Do those communication tactics if you need anything, let me know.

And I will talk to you next month. Thank you

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