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Hi everybody Escanaba Home health.

It's Loren Bouchard here to talk to you

about patient experience from a let's have a look

Check out your current score you guys. So you're at 93.94 just doing so well.

I know last month you were at 100% but you only had three surveys.

I mean it's still good. But you had three surveys this month. You have 33 surveys

And at 93.94. And that's still just says that says so much more to me because

You have so many surveys in and you're at 93.9 for almost 94%.

So let's look at the comment distribution of that to really see like where you're at.

So 26 patients gave you a 10,

the highest score you can get on your surveys and five patients gave you a nine.

Which both our top box. So that's why your score is so high.

Only one patient gave you an eight which is

still really good score but it's just not top box

and only one patient give you a five.

So this is why you have such a high score.

You guys are doing such great work in Escanaba and I just want

to give you a round of applause for the work you're doing.

You're doing really, really great.

Now if we look at your year to date map, you'll see you're trending upward.

Your arrow for economic upward

Top box 92.72 as a year to date. That's from October one till the end of May.

Uh you'll see that you have 151 surveys total

that have come through in that time frame.

Home health as an entire

entity

is meeting target again

five months in a row. Something to be super proud of.

You guys are a big part of that.

Um,

your consistency and your great care to your patients has been

a big player in the work that's happened across our ministry.

And so I want to thank you for just continuing to provide

that care each and every time to each and every patient.

It has made such a difference in um,

our entire ministry. And so thank you.

Thank you so much for everything you're doing. Um, just to live the mission.

The greatest increases this month.

Talk about side effects of meds has improved treat as gently as possible.

Talk tell about care services.

Obviously your overall improved from, well it didn't improve.

Oh, it says it goes down. I'm sorry. You only had one that improves, sorry.

Talk about side effects of meds and then because um,

There was only three surveys versus 33.

So Everything else it looks like has decreased a little bit,

but not much if you notice it's not still at 96%.

So to recently as possible is at 96%.

Tell about care and services, 96%.

Your overall went down just a little bit,

but still really high treat with courtesy and respect is still at 93%.

Talk about when to take meds.

Is that 63%.

That's something I would definitely want to make sure

we're talking about when to take the medications,

Providers informed about care. That dropped down to 72%. So just make sure

um that you're looking at the patient's chart that

you understand things going on with the patient.

Even if you don't,

if they ask a question you know that you don't know, just say you know,

let's take a look in the chart and look learn a little bit more about that.

You know I want to I want to learn a little bit more about what your visit

that happened at the doctor too.

Your patient will

feel more comfortable because you are learning about it.

You don't have to know everything.

It's more about being inquisitive and really

wanting to know and walk alongside them

how long to get help and advice dropped a little bit um recommend the

agency went down and it looks like purpose for taking meds went down.

Excuse me,

focus areas.

So your priority index number one keep informed about arrival is number one for you

guys treat with courtesy and respect the

number two and providers informed about care.

And so this month

we are going to focus on keeping informed about

arrival and I know we've talked about this before.

We're gonna keep focusing on it.

This is a huge, it could be a huge satis fire or dissatisfied, right?

Your your patients can be very

unhappy if we're not good communicators around this.

So we just want to make sure we know what

we're supposed to do and be consistent every time.

Right? And I think you guys do a great job with this.

But keep make sure you apologize if there's ever a delay,

make sure you're taking your patient's preferences into

mind if if they have a preference.

So if they don't want to be seen on a

Tuesday because they visit with their daughter on that day,

do what you can to do that if possible.

And if you can't

let them know why and and that you did everything

you could to not do it on that Tuesday.

You know, just let them know you you really tried.

I think they understand that.

It's just a matter of explaining the why people want to know the why.

Um contact them prior to each visit.

So you know our survey,

we did an extra survey with patients and they said they liked the night before.

So make sure you're calling the night before because we want to make sure they're,

you know, they're getting what they prefer right?

Um overestimate how long it's gonna take you to get there so that you're not late.

Um call them before you head to their house.

So from the house before make sure you're calling to let them know I'm on my way.

So it gives them a heads up

and then, you know, just the bottom.

I just have just be a good communicator, you know, and be consistent with it,

whatever you're doing and be consistent.

And sometimes it's okay to ask feedback.

You know, it's okay to say to your patient,

how am I doing with informing you about arrival?

Like do you feel the communication is going well,

is there any other way you'd like me to,

to communicate with you?

Because sometimes the patient, you know,

I really would like it if you called me right before.

I really would like it if you didn't call me

the night before, you know what I mean? They might tell you if you ask them.

So sometimes that's kind of nice last night.

Least comments and look at all these call outs, you guys Escanaba look at this

um, Marcy Nate Tony mary.

I put home Health girls because that was just called out in there.

But I thought that was cute. Said Home Health girls,

Kerry, jerry and Sheila.

So very good call outs and I think that just shows you guys use a dit, which is awesome.

Go ahead and pause this.

Take a look at the specifics to these comments for yourselves and

give yourself a pat on the back because you're doing great,

great work.

I'm really impressed by this team and all that you do.

And uh, hopefully I'll be able to come up and see you this summer sometime and uh,

be able to visit.

Maybe go on some ride alongs with everybody. So

you guys take care, keep doing what you're doing. You're doing awesome.

And we'll talk soon. Thanks everybody. Bye bye.

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