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LM
by Laura Maushard1 view·Updated Jul 21, 2021
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  1. Hi everyone in Escanaba hospice laura masher to talk to
  2. you about your patient experience scores for the month of
  3. june. Let's have a look.
  4. 100%. Yeah.
  5. Good job.
  6. Everyone your targets 88.23 You'll see that you've just, you
  7. went down in March, you had a, you know, a
  8. little drop their um but you pulled yourself out of
  9. it, look at that.
  10. You know, you slowly climbed back up, made that success
  11. happened. So congratulations on that great, great work.
  12. Um The goal is to be consistent.
  13. So we want to just keep doing things consistently and
  14. there is a guarantee that that will stay up there
  15. if if you can do everything.
  16. Um The same way, you know, it's working so great
  17. work. Everyone here are the things that have improved since
  18. last month.
  19. Get as much help with pain as needed, giving confusing
  20. information about care.
  21. Um an emotional support after death.
  22. Those have all increased things that have decreased help with
  23. trouble with constipation, dropped down, Listen carefully about care problems,
  24. help as soon as needed.
  25. Get help for trouble breathing and kept informed about care.
  26. So um we're going to take a look at some
  27. different things to work on.
  28. You definitely want to keep those things in mind um
  29. to touch on as well.
  30. So priority focus area.
  31. These are the areas we've talked about and how we're
  32. going to really tackle um these specific um questions and
  33. um tactics around them because these are most important to
  34. our families and patients.
  35. So we definitely want they will make the greatest impact
  36. and we want to keep you guys, you know, at
  37. that 100% we want everything to stay there um to
  38. show the great work that you're doing.
  39. So. Um I did include a little quote from Maya
  40. Angelo that says the quality of strength lined with tenderness
  41. is an unbeatable combination and I have to say I
  42. agree with that completely um that you guys have a
  43. lot of strength um and I know tenderness and so
  44. that is showing the success you're you're achieving.
  45. But the top three focus areas listen carefully to me,
  46. help as soon as needed and info on when to
  47. give pain meds are all important to Escanaba hospice patients
  48. and families.
  49. So we definitely want to follow up with that and
  50. um and look into that further and really do well
  51. in those areas um consistently.
  52. So help as soon as needed, that's what we're gonna
  53. focus on this month.
  54. You want to set an expectation upon admission uh that
  55. a member of our agency can be reached 24/7 for
  56. any questions or concerns and upon admission share how long
  57. it will take to resolve that problem.
  58. You know, always give a guesstimate or an understanding of
  59. process um, for their requests and needs.
  60. You know, we don't want to set an expectation that
  61. we will be immediately there, we will immediately answer.
  62. You know, we want them to know, you know, we
  63. have, you know, at night maybe we have a smaller
  64. staff answering the phone so it might take a few
  65. minutes, but we will um, they are important to us.
  66. We'll make sure that we, uh, um, take care of
  67. their problem as soon as possible, maintain a calm pace
  68. and an empathic tone when speaking with patients and families.
  69. And that just means just really a kind tone that
  70. you care showing empathy, patients and families need to feel
  71. they're valued individually and their calls are important.
  72. So it's always good to state that too.
  73. Your call is really important to us and we want
  74. to make sure we're providing everything you need.
  75. Um so the situation is viewed as non emergent in
  76. the eyes of the office but it's still an emergency
  77. to the patient and family.
  78. So explain to them how their situation will be handled
  79. and why walk alongside that patient family and offering support
  80. if appropriate, offer video visits as an additional method of
  81. patient care if this allows our team to lay eyes
  82. on the patient and offers assistance in a timely manner.
  83. So really we we really do need to harness our
  84. virtual abilities.
  85. Um you know maybe they live an hour out and
  86. it's going to take some time maybe checking in on
  87. a virtual visit, being able to lay eyes on the
  88. patient prior to driving there to make sure that that
  89. is necessary.
  90. Um but also to help them feel reassured that someone
  91. is checking in and that they have someone on the
  92. other end to help.
  93. So comments last but not least so our hospice team
  94. was so compassionate and caring, gave advice when needed, made
  95. suggestions. Sad, it was our entire family, sad as it
  96. was. Our entire family is comforted by them now their
  97. knowledge and care given to our family and our family
  98. member. They treated us like family and we felt they
  99. were members of our family.
  100. How wonderful!
  101. What a what a that is just such a great
  102. comment. Um My wife passed away.
  103. The hospice team came over.
  104. The best advice we we got was if anything happened
  105. to call them immediately and they would take over which
  106. they did.
  107. They handled everything without them.
  108. I don't know what we would have done.
  109. God bless hospice.
  110. So wonderful, wonderful.
  111. Um and I am amazed with hospice.
  112. Excellent group of people.
  113. You guys should feel so proud when you hear those
  114. comments. You have made such an impact in someone's life
  115. and you do that every day.
  116. So uh congratulations on 100%.
  117. I know it's it's hard work.
  118. Um but that consistency using these tactics is really gonna
  119. help and I want to thank you for hearing me
  120. and listening to what I have to share and how
  121. I can better assist and help support you to um
  122. please reach out if you have any questions concerns.
  123. Um But thank you so much and I look forward
  124. to talking to you all next month.
  125. Thanks a lot.