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LM
by Laura Maushard15 views·Updated Jul 21, 2021
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  1. Hi Alton Home Health Loren Bouchard here to talk to
  2. you about your patient experience scores for june.
  3. Let's have a look at your slide here with your
  4. map on it.
  5. Your targets 90.46 and you guys reached 91.43 Woo, That's
  6. awesome. I love to see that.
  7. And you know when you look at the map, you'll
  8. see april you hit 96 was incredible At a little
  9. drop down.
  10. But you're back at 91.
  11. So I truly believe you're going to start really making
  12. that trend uh staying in the 90s and staying at
  13. your target.
  14. So well done everyone.
  15. Now your greatest increases.
  16. Let's have a look treat as gently as possible.
  17. That has gone up.
  18. Talk about purpose for taking meds.
  19. Obviously they rated the agency at 91.43 So that's awesome,
  20. treat you with courtesy and respect and have problems with
  21. care all are in the nineties.
  22. Look at that huge leaps for some of these from
  23. May greatest decreases how long it takes to get help
  24. and advice.
  25. Um, asking to see all meds taking, are we asking?
  26. Um, but the most important one here, providers informed about
  27. care and that is in the seventies.
  28. So we're not hitting the mark there where our patients
  29. feel, we understand what's going on with them.
  30. So take time to look in the snapshot report before
  31. you go into the home, excuse me home and make
  32. sure you know, um, what's going on, you know, just
  33. a snapshot and then when you do talk to the
  34. patient and you have to look something up, just like
  35. you know what, let's look and see more about that.
  36. I want to read more about that note.
  37. Let's look and see what your doctor said.
  38. It will help them feel like you're a part of
  39. it. So just kind of using that scripting now, you
  40. know, we've been working on the priority index focus items
  41. really important um that we look at these specific areas
  42. because to Alton Home health patients, these are the most
  43. important things to them.
  44. So we really want to focus our efforts.
  45. Um always listen carefully, treat as gently as possible and
  46. have problems with care.
  47. So we're going to look at my next side, which
  48. is about listening and we've talked about this before, but
  49. it's just never a bad thing to continue to talk
  50. about. Are we really listening?
  51. Are we waiting to talk?
  52. And I met your team and I was so excited
  53. to talk to you guys and talk about behind the
  54. green curtain and this is just a reminder to you
  55. again. You know, we talked in person about this, It
  56. is so important, making sure you don't share, you know,
  57. you're busy day, don't share those things with your patient.
  58. It can cause anxiety for your patient.
  59. Um So I always say, don't look behind the green,
  60. you don't want them to see behind the green curtain,
  61. kind of like a theater show.
  62. Um really important, but clear your mind before you enter
  63. the home, take 30 seconds for yourself and find your
  64. center and remember I'm entering this home of this particular
  65. patient, Everything is going to be focused on them before
  66. you respond to what they're telling you.
  67. Paraphrase it back in a way.
  68. So so mary what I'm hearing, you tell me is
  69. that you've been having some pain in your right leg
  70. but you haven't heard back from your doctor, is that
  71. correct? That will help you know, the patient know you're
  72. really listening to them, you're truly engaged.
  73. Um and then when you have, when they're done sharing,
  74. that's when we can respond.
  75. Um and really kind of get into it with with
  76. how we can help them.
  77. So the next slide, this is our final slide comments
  78. today. So um they're kind of small on my screen,
  79. but I'm gonna look up close, I was treated excellent,
  80. I'm just gonna call out a few got best respect
  81. and care always.
  82. They were good people.
  83. Yeah. Um and some call outs, especially to jennifer and
  84. Marcia, great, great work.
  85. You guys got some call outs today, awesome.
  86. Um and you'll see in the red box there's just
  87. a little summer, you know, we call negative comments, but
  88. opportunities, that's what I like to look at them as.
  89. So um so one says, I feel the home health
  90. was sent to me much too soon.
  91. Um and so that person felt like they were already
  92. okay and that he didn't need it.
  93. Um A woman who came to draw my blood was
  94. terrible, so someone had an opinion about that didn't like
  95. that situation, but for positives, you've got a lot of
  96. great ones.
  97. Also, your manager sees the ones that are negative, so
  98. they can see if there's any follow up needed.
  99. Um but it's always good to learn from those.
  100. Just keep doing the things that we're talking about.
  101. Um you will continue to see you guys are really
  102. hitting the mark, there's not much there um in the
  103. negative and that's great and the fact that you're in
  104. the 91%ile percentage um really says a lot about the
  105. great work you're doing.
  106. So keep it up.
  107. Thank you for all you do for the patient experience.
  108. There'll be more to come.
  109. I've sent your boss chris huddle tip shapes, tuttle tip
  110. sheets. With some of this information so you guys can
  111. kind of keep talking about patient experience more than just
  112. this video once a month.
  113. You know, it's gonna be something continuous as we strive
  114. for excellence in that, because it's really, we owe that
  115. to our patients.
  116. So thank you.
  117. Everybody have a great month and we'll talk next month.
  118. Bye bye.