January 2021 HHCAHPS

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by Laura Maushard1 view·Updated Feb 22, 2021
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  1. Hi, everybody at Western Home Health.
  2. It's Laura Machar to talk to you about your patient
  3. experience scores for the month of January, so let's have
  4. a look.
  5. So here's your current state map.
  6. Your targets 91.58 You guys air just shy of your
  7. target at 90.7, though you're doing an excellent job.
  8. I don't want to take away from that at all.
  9. You're still up in the nineties.
  10. I think that's phenomenal.
  11. But let's kick in a little bit more, and I
  12. know you'll be at your target next month where you're
  13. at. You guys have had a really great year so
  14. far. If you notice the trending across from October till
  15. now, we only dipped down a little bit in November.
  16. But really, it's just been a really good run.
  17. Great increases.
  18. So how long did he get?
  19. Help and advice has jumped up 20% and getting help
  20. or advice needed.
  21. So I'm great.
  22. It's great to hear how long to get help and
  23. advice. We definitely wanna, you know, work on that.
  24. Keep informed about arrival also, but just we want to
  25. make sure that our families feel and patients feel that
  26. they have the help they need, so that's really great
  27. work contest.
  28. So the winner of last month contest was Christie, Gerald's
  29. or Garrels from Champagne?
  30. Um, she won the contest for kept informed about arrival.
  31. We had several people send in contest entries, telling me
  32. about what they do to keep their family and patients
  33. informed about arrival.
  34. And I put everybody's name in a hat.
  35. Christie's name came out, so she was the winner.
  36. Gets a gift card.
  37. It's in the mail now, and I would love to
  38. be able to mail you a gift card for listening
  39. carefully to you.
  40. So that's this month's question.
  41. Name one thing you're doing to truly show your patient
  42. that you're listening.
  43. Just put in the comment line contest.
  44. Send it to me.
  45. I'll put you in the hat for, uh, for a
  46. gift card.
  47. And hopefully your name will show up next month on
  48. that and shirt tailing onto this.
  49. Um, listen carefully.
  50. This is a very busy slide, I know, but it
  51. has great information on the left column.
  52. You'll see.
  53. Listen carefully explaining away you understand and kept informed about
  54. arrival. Those are all key areas that we're focusing on
  55. and in the middle.
  56. It tells the best practice guidelines for each of those
  57. questions. And when I talk about best practice, I want
  58. you to understand that not just medical things such as
  59. wound care or medications have best practice guidelines.
  60. So does patient experience.
  61. So when we listen carefully and we follow the forces
  62. listening model or ate it and we do that, well,
  63. we're doing best practice well, and that is what is
  64. gonna lead us to this success.
  65. So, um, with an example for best practice for listening,
  66. it's evidence based through the providers behavior.
  67. You're the provider.
  68. So your body language, expressions of concern, empathic communication and
  69. other demonstrations of understanding.
  70. So, um, am I showing empathy?
  71. Am I uncross ing my arms?
  72. Do I commit to sit and look at my patient
  73. in the eyes and and and my quiet and allow
  74. them to tell me how things were going?
  75. Do I use open ended questions?
  76. Um, do I connect with my patient?
  77. Do I show concern?
  78. And in the example statement here from a patient, it
  79. says, my home health nurse made me feel like I
  80. was her only patient, and she could spend as much
  81. time as I needed talking with her.
  82. She truly listens to me and truly cares.
  83. So just thinking about that.
  84. It's about the feeling you leave that patient with, right?
  85. So when I leave the house, how are you?
  86. How is your patient feeling?
  87. Do they feel like you just really gave them your
  88. full attention That you made them feel like they were
  89. your only patient?
  90. I know we don't spend five hours talking to a
  91. patient, and we shouldn't, right.
  92. But we should make them feel like we gave them
  93. our attention and that we really care.
  94. And so that there's lots of ways of doing that.
  95. And following best practice guidelines will get us there and
  96. so to find, to finalize our talk today.
  97. Positive comments.
  98. Look at all the positive comments.
  99. You didn't have any negative comments this month.
  100. This is it.
  101. You got great stuff said about you, uh, you know,
  102. just excellent care.
  103. Uh, all good people, you know, just so many things
  104. I'm looking at.
  105. There's things popping out, calling out different mission partners.
  106. Very happy tohave Carisa In my home, all my therapists
  107. were gray Jenny is scaring the therapist was kind and
  108. helpful. Feel free to pause this and take a look
  109. at it.
  110. But you guys are doing a phenomenal job.
  111. Thank you for your work and your dedication.
  112. Please keep working on keeping informed about arrival, making sure
  113. that we're doing good communication every time, Every patient, every
  114. time, right, And we're listening and we're explaining things in
  115. a way.
  116. We understand.
  117. And we know that because we did a teach back,
  118. right? Say to your patients.
  119. So share my share with me.
  120. What you learned today about your met this medication.
  121. You know, whatever it is you're working with them on,
  122. do an open ended question and then you can find
  123. out if they if they got everything.
  124. So thank you so much, everybody.
  125. All your keep working on that communication we're gonna see.
  126. Sky's the limit for you guys.
  127. I just know it in Western home health.
  128. Have a great day.
  129. Bye bye.