Audio Transcript Auto-generated
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Hi everybody at Western Hospice.
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It's Laura Marsh are here to talk to you today about your patient
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experience scores for October the first month of the fiscal year 22.
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So let's have a look.
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So your, your present target
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For fiscal year 22 is now 88.52. It used to be 84.26,
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But it has changed to 88.52,
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which I know you guys will have no
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problem at all reaching that you've had such success
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Through this last year with the great work you've been doing.
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So I'm excited to see it continue. And as you'll notice for the month of October 100
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You had 10 surveys returned and at all 10 of those family
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members said that you guys were a nine or a 10.
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So you deserve a huge applause, congratulations on that.
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Something to be so proud of. So congratulations.
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Love reading that.
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And then I'd like to show you where you
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fall within our Ministry of Hospice departments agencies.
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Um you'll see that we are currently as an overall 88.21.
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Our new target for one osf Hospice is 89.5.
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So that dropped down a couple points, which is going to be great
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um, in helping us meet our targets more frequently.
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Um,
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and definitely just looking forward to that because I see
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a lot of green on the board this year.
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Look at october
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a lot of really great success. So we just want to keep at it
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and
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just continue. You know, the great communication that you've been doing
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now. Greatest increases
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help with anxiety and sadness has increased identifying payment. Side effects
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emotional support after death,
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trained to help with trouble breathing and listen carefully and I know
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all of those helped you definitely um get 100% this month.
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Um the only one that dropped nursing home info different went down to 80%.
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Now what we want to work on and that has been identified as important
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areas for your patients and families is listening carefully to you is number one
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trying to help with restlessness and agitation.
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Is number two and then kept informed about care arrival.
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So that's number three and all very important
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this month we're going to talk about their arrival. What what does that look like.
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So it's really important that I apologize if I have any
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delays or schedule adjustments um that's important for families to here and
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um take your patient family preferences into account.
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So you know make sure if they say we really can't do Thursdays
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um you know that you try to take that into account and if it happens to happen you
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know just say I'm gonna do everything I can
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to not schedule on a thursday because of this but
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it might happen if it does I apologize but we'll do everything
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we can your patient family going to feel good about that response.
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Um always want to contact them before each visit.
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Either the night before the morning of just to
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confirm that that's going to work still for them
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overestimate how long it's gonna take for you to arrive.
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That just makes it much easier um to not get caught up in
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not getting there on time. So
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um you want to make sure you also call if you're leaving another house and
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you're going to their house call before you even leave that house to say,
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hey I'm on my way, is it still okay?
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You know I'm headed over?
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Um and then you know,
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really our goal is to be a good communicator and by doing these things,
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the goal really is consistency.
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If we can do the same every time
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it's going to make such a difference. And it does put people at ease
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and really lessens the anxiety of when are they going to get here?
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When are they going to come? But I know I'm gonna hear from my nurse this morning.
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I know I'm going to hear from my aide this morning.
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They call every morning
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that they're coming
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and to give me a time frame and they stick to it.
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Um That makes all the difference.
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And so last but not least patient family comments
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um call outs to carter candy julie and judi,
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congratulations on those comments.
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You were you were commented on in these um
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comments here.
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I'll let you pause the screen and feel free
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to read through your comments um and share them
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amongst your team but they're all really wonderful and
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you guys just are such a great team.
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Thank you for all you do for our patients.
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Um, and again, if you need anything, please reach out to me or find it on the,
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on the patient experience portal on our home care portal.
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Happy to help in any way I can You guys take care of yourself and have a great day.
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Bye bye.