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LM
by Laura Maushard3 views·Updated Jan 10, 2022
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  1. Hi everybody at Escanaba Hospice.
  2. Loren Bouchard here to talk to you about your patient experience scores
  3. for december. Let's have a look,
  4. 100%, 2 months in a row. You guys great work.
  5. Uh just so nice to see that we had three surveys returned for the month of December.
  6. Um which we'd like a little bit more than that.
  7. Usually though you guys are just around five, so you don't have super high rates.
  8. Um so really
  9. great though, just to see this and if you look at the distribution responses, um,
  10. you can see that all three of them gave you 100%.
  11. They gave you tens.
  12. So we want them to choose a nine or a 10 and they all chose a 10 for you guys.
  13. This next slide shows all of our Ministry of
  14. Hospice and you can see where you fall there.
  15. Uh, let's see,
  16. We're at 91.67.
  17. Um, just because we had that little drop in October,
  18. this is from October to end of December so far, so year to date.
  19. And you will see you guys are meeting your target really highly.
  20. And then you have helped contribute to our overall target of 91.91.
  21. The target for our ministry is 89,. So we are exceeding that target as well.
  22. And you have definitely helped helped us reach that.
  23. The greatest increases you can see here trouble with constipation,
  24. identifying pain meds, side effects.
  25. Get help for trouble breathing,
  26. kept informed about care and then giving
  27. confusing information about care was at 100%.
  28. The greatest decreases get as much help with pain is needed.
  29. Drop down a little bit and then train for helpless restlessness and agitation.
  30. And we want to make sure we're using our education
  31. on restlessness and agitation and letting our families know,
  32. you know that we're going to talk from it,
  33. show them the hand out and then put it in the binder
  34. or the folder. So they know that it's there.
  35. You know if they arise such an issue that they
  36. need more um a refresh of education when it happens.
  37. Top focus items number one get as much help with pain as needed.
  38. That is number one in Escanaba hospice region
  39. Help as soon as needed. # two and then info of if and when to give pain meds.
  40. So it's good to keep those in the back of your mind to understand
  41. um what your patients and families really care the most
  42. about and that will impact their experience the most.
  43. So this month we're talking about help as soon as needed.
  44. Just setting an expectation that that admission is
  45. really important that they can get help 24/7,
  46. you know that they have our phone number, how that process works.
  47. Um you know that we you know whether it's we do virtual care third shift or that we
  48. um can come out to the house or not.
  49. You know,
  50. we really need to set that expectation so they understand what's
  51. what what could happen and what kind of support they will receive
  52. um how long it may take. You know we want to set those expectations too.
  53. You know it's certainly not immediate and that um you know we have maybe if
  54. we have one clinician working that shift that they could be at another house.
  55. So you know it just depends on what's happening
  56. but we have people to help them on their phones or things like that,
  57. maintain
  58. a calm pace, an empathetic tone when speaking to patients and families.
  59. Um they need to feel valued individually um and that their calls are so important.
  60. So you know if a situation is viewed as non emergent in the eyes of the office
  61. it could still be an emergency in the eyes of the patient and family.
  62. So explaining
  63. um
  64. to the patient and family how their situation will be handled,
  65. walk alongside them,
  66. just help with that support some kind of reiterating what we talked about
  67. if appropriate.
  68. We may do a video visit and that's okay
  69. you know and it is helping them understand how helpful
  70. that is looking at video visits as a very big
  71. positive thing because it's like an additional layer of help
  72. um that we can offer, we can put eyes on the patient that way,
  73. you know if we can't bring someone out
  74. here's what we can do and so and it could be just much more timely
  75. last but not least comments, 100% positive comments,
  76. couple call outs for Kerry and Andrea great job.
  77. Um and I'll let you pause the screen so you can read those comments
  78. and
  79. that is it for us today. I want to thank you all for your great work in Escanaba.
  80. Um have a safe
  81. january and we will see you in february to talk
  82. some more and hopefully see another 100 in the books.
  83. Okay? Thanks for all you do for your patients and families. Everyone have a good day.
  84. Bye bye.