“Approximately 11,400 Americans will turn 65 every day in 2025, with this trend continuing through 2027”
-CNBC, 2024
The Home Health Care Consumer Assessment of Healthcare Providers and Systems (HHCAHPS) survey measures the experiences of people getting home health care from Medicare-certified home health care agencies. Survey questions ask patients about their home health providers’ communication about their care, quality of care, and whether they would recommend the home health agency.
In many areas, patients have choices on the home health agency they select. Since 2016, HHCAHPS data became available on the Medicare Care Compare site allowing patients and caregivers to compare the experiences of other patients receiving home care from the local organizations that they are considering.
Survey results tie to Home Health Value-based Purchasing (HHVBP) financial performance. An organization's performance, combined with its OASIS score and readmissions claims, can lead to a financial impact ranging from a -5% penalty to a +5% revenue boost.
Many organizations find patient experience the hardest measure to improve. Here are ten tactics for improving patient experience.
The transition from the hospital to home can be a chaotic and confusing time. Not only is completing the onboarding assessment an important OASIS requirement, but timely post hospitalization assessments also prevent readmissions. Send a digital welcome message to the patient:
• communicating that their physician has ordered home health services,
• introducing them to the agency, and
• the purpose and time requirements of the first visit.
By definition, patients receiving home health services under Medicare are “homebound” so they should not be anywhere else other than at a medical facility, at home, or in transit. However, hospital discharges can be unpredictable, leading to scheduling challenges if the patient is not at the expected location or unavailable to answer the phone. Using asynchronous communication enables the patient to schedule their onboarding assessment at a time that is convenient for them.
Staff spend a lot of time driving. We have all had the experience where staff who are unfamiliar to the patient showed up at a patient’s home and they do not answer the door. Not only has the patient missed an important visit, but staff have also driven as much as fifty miles only to have the visit rescheduled.
Prevent these situations by sending a digital communication to patients being seen the next day that includes a picture of the staff person and a bit of professional and personal information about them. Better yet, provide guidelines to help prepare the patient for the visit such as having them put away pets or having a caregiver present.
Capturing data during a patient visit can consume significant amounts of time.
Reviewing and completing forms ahead of the visit allows the patient and their caregiver the time to read the material and sign and/or complete forms at their own pace. Doing this in advance of the visit also allows for a larger percentage of the visit to be spent on patient care, a satisfier for both patients and staff.
It is common for organizations to need signatures from a patient’s Power of Attorney (POA) who do not live with the patient or may even live out of state. The need to quickly capture physician signatures also can delay needed care, such as providing pain medications to reduce suffering. Avoid delays in mailing, faxing, or needing to send a staff member to a location simply to sign a document by sending digital forms to capture signatures. This also enables the office to track where forms are in the completion process and resend them as needed.
Digital forms and e-signatures enable organizations to communicate, initiate or adjust patient care quickly. They are also convenient for those signing them.
There is a strong correlation between staff and patient satisfaction. Per Forbes, “When employees are happy, they are more productive and more likely to provide quality care. They are less likely to leave their jobs, which can save healthcare organizations significant amounts of money in turnover costs. They are more likely to provide positive customer service, which fuels credibility and reputation.”
Organizations can do many things to increase employee happiness and retention while increasing productivity. See how digital tools can reduce administrative tasks for managers and staff enabling more time for why employees selected home health – to spend time with patients.
There is growing awareness of the challenges health literacy plays in the patient’s ability to understand and follow healthcare instructions, which are often provided verbally. Health literacy refers to an individual’s ability to understand healthcare information to make appropriate decisions. Patients may be overwhelmed, tired and/or uncomfortable with their condition and/or the activities required when they shift from the hospital back to home. They may not be able to concentrate during the visit.
Even if they are alert and engaged, health literacy can pose significant challenges. The National Assessment of Adult Literacy (NAAL) study revealed sobering findings:
This same study shows that current health information is too difficult for average Americans to use to make health decisions.
Adults over sixty-five, individuals with lower education and without insurance have even lower health literacy rates than those under sixty-five, compounding efforts to manage their health.
Digital patient engagement platforms provide access to a wealth of personalized health information, resources, and educational materials. Send materials to help patients prepare for a topic to be covered in an upcoming visit or reinforce verbal instructions in writing or video post visit.
Chatbots use simple, easy-to-understand terminology, videos and fact sheets to educate and empower individuals to make informed decisions about their health and well-being, such as the need and timing for specific preventive care, how to prepare for a procedure and more.
Many organizations have information on their websites or portals or have a subscription to a third-party education content vendor. Instead of supporting patient-initiated browsing, send a chatbot to proactively draw the patient’s attention to the topic, such as information about a new medication.
“Only 57% of Healthcare Organizations’ Data is Used to Make Decisions”
-Arcadia, 2023
HHCAHPS surveys may not provide enough information to determine how to improve the patient’s experience. These results of these surveys are accounted for and then provided anonymously to the organization months after the visit.
Better options are to:
• monitor online reviews
• send digital satisfaction surveys after visits
• address any concerns reported
Review responses for trends. Actively share patient feedback with staff to reinforce the importance of a positive patient experience to the organization. Discuss negative reviews with the care team, and what can be done to improve this and future patients’ experiences going forward.
Thank patients for their positive responses. Responding to positive responses shows a level of engagement and prioritization of the patient’s experience.
Negative feedback is not the end of the world; it can benefit the organization by providing insight into where changes can impact the patient experience. Respond to negative surveys and reviews with actions you are taking to improve. Addressing a complaint promptly can create loyalty and influence the patient’s response to the HHCAHPS survey that may come later.
Gone are the days when home health organizations delivered only a set number and timing of visits. With the advent of Home Health Value-based Purchasing (HHVBP) Model, organizations have increased incentives to check in on patients between visits. With staffing shortages preventing many organizations from reaching out by phone, how can they do this?
Progressive organizations are using remote monitoring to identify issues early, respond to patient needs and improve patient outcomes. There are two types, and the main difference is the type of data they collect.
We have seen positive patient response to proactive outreach as patients appreciate the check-in and efforts to keep them healthy.
Emergency (ED) visits are stressful, costly, and inconvenient. Depending on your source, one third to two thirds of ED visits are avoidable. Many happen because patients do not know what else to do.
Avoid preventable utilization by teaching patients during the onboarding process and reinforcing periodically how and when to ask for help. Deliver this verbally and/or have periodic digital outreach to reinforce key points. Provide patients with the preferred way to ask for help. In addition to phone outreach, offer a digital communication option on your website, alongside with a QR code printed onto a postcard or fridge magnet to provide easy access for mobile devices.
With hospital readmission costs approaching $41 billion annually, it is understandable that Home Health Value-based Purchasing programs include incentives to reduce preventable admissions.
Increasingly home health organizations are contracting or creating inbound call centers and nurse triage to respond to patient needs. This is a great step forward, yet organizations still express concern that they are not getting to patients fast enough as they struggle to deploy a nurse to the patient’s home.
Improve responsiveness and increase patient satisfaction by using GEO mapping to know where on call staff are, who is available, and more quickly dispatch them when a patient requests help.
The HHCAHPS survey assesses Medicare home health patients' experiences, impacting financial performance under HHVBP. These strategies enhance care, reduce hospitalizations, and improve satisfaction, benefiting both patients and agencies.
Click here for a free consultation.
“Approximately 11,400 Americans will turn 65 every day in 2025, with this trend continuing through 2027”
-CNBC, 2024
The Home Health Care Consumer Assessment of Healthcare Providers and Systems (HHCAHPS) survey measures the experiences of people getting home health care from Medicare-certified home health care agencies. Survey questions ask patients about their home health providers’ communication about their care, quality of care, and whether they would recommend the home health agency.
In many areas, patients have choices on the home health agency they select. Since 2016, HHCAHPS data became available on the Medicare Care Compare site allowing patients and caregivers to compare the experiences of other patients receiving home care from the local organizations that they are considering.
Survey results tie to Home Health Value-based Purchasing (HHVBP) financial performance. An organization's performance, combined with its OASIS score and readmissions claims, can lead to a financial impact ranging from a -5% penalty to a +5% revenue boost.
Many organizations find patient experience the hardest measure to improve. Here are ten tactics for improving patient experience.
The transition from the hospital to home can be a chaotic and confusing time. Not only is completing the onboarding assessment an important OASIS requirement, but timely post hospitalization assessments also prevent readmissions. Send a digital welcome message to the patient:
• communicating that their physician has ordered home health services,
• introducing them to the agency, and
• the purpose and time requirements of the first visit.
By definition, patients receiving home health services under Medicare are “homebound” so they should not be anywhere else other than at a medical facility, at home, or in transit. However, hospital discharges can be unpredictable, leading to scheduling challenges if the patient is not at the expected location or unavailable to answer the phone. Using asynchronous communication enables the patient to schedule their onboarding assessment at a time that is convenient for them.
Staff spend a lot of time driving. We have all had the experience where staff who are unfamiliar to the patient showed up at a patient’s home and they do not answer the door. Not only has the patient missed an important visit, but staff have also driven as much as fifty miles only to have the visit rescheduled.
Prevent these situations by sending a digital communication to patients being seen the next day that includes a picture of the staff person and a bit of professional and personal information about them. Better yet, provide guidelines to help prepare the patient for the visit such as having them put away pets or having a caregiver present.
Capturing data during a patient visit can consume significant amounts of time.
Reviewing and completing forms ahead of the visit allows the patient and their caregiver the time to read the material and sign and/or complete forms at their own pace. Doing this in advance of the visit also allows for a larger percentage of the visit to be spent on patient care, a satisfier for both patients and staff.
It is common for organizations to need signatures from a patient’s Power of Attorney (POA) who do not live with the patient or may even live out of state. The need to quickly capture physician signatures also can delay needed care, such as providing pain medications to reduce suffering. Avoid delays in mailing, faxing, or needing to send a staff member to a location simply to sign a document by sending digital forms to capture signatures. This also enables the office to track where forms are in the completion process and resend them as needed.
Digital forms and e-signatures enable organizations to communicate, initiate or adjust patient care quickly. They are also convenient for those signing them.
There is a strong correlation between staff and patient satisfaction. Per Forbes, “When employees are happy, they are more productive and more likely to provide quality care. They are less likely to leave their jobs, which can save healthcare organizations significant amounts of money in turnover costs. They are more likely to provide positive customer service, which fuels credibility and reputation.”
Organizations can do many things to increase employee happiness and retention while increasing productivity. See how digital tools can reduce administrative tasks for managers and staff enabling more time for why employees selected home health – to spend time with patients.
There is growing awareness of the challenges health literacy plays in the patient’s ability to understand and follow healthcare instructions, which are often provided verbally. Health literacy refers to an individual’s ability to understand healthcare information to make appropriate decisions. Patients may be overwhelmed, tired and/or uncomfortable with their condition and/or the activities required when they shift from the hospital back to home. They may not be able to concentrate during the visit.
Even if they are alert and engaged, health literacy can pose significant challenges. The National Assessment of Adult Literacy (NAAL) study revealed sobering findings:
This same study shows that current health information is too difficult for average Americans to use to make health decisions.
Adults over sixty-five, individuals with lower education and without insurance have even lower health literacy rates than those under sixty-five, compounding efforts to manage their health.
Digital patient engagement platforms provide access to a wealth of personalized health information, resources, and educational materials. Send materials to help patients prepare for a topic to be covered in an upcoming visit or reinforce verbal instructions in writing or video post visit.
Chatbots use simple, easy-to-understand terminology, videos and fact sheets to educate and empower individuals to make informed decisions about their health and well-being, such as the need and timing for specific preventive care, how to prepare for a procedure and more.
Many organizations have information on their websites or portals or have a subscription to a third-party education content vendor. Instead of supporting patient-initiated browsing, send a chatbot to proactively draw the patient’s attention to the topic, such as information about a new medication.
“Only 57% of Healthcare Organizations’ Data is Used to Make Decisions”
-Arcadia, 2023
HHCAHPS surveys may not provide enough information to determine how to improve the patient’s experience. These results of these surveys are accounted for and then provided anonymously to the organization months after the visit.
Better options are to:
• monitor online reviews
• send digital satisfaction surveys after visits
• address any concerns reported
Review responses for trends. Actively share patient feedback with staff to reinforce the importance of a positive patient experience to the organization. Discuss negative reviews with the care team, and what can be done to improve this and future patients’ experiences going forward.
Thank patients for their positive responses. Responding to positive responses shows a level of engagement and prioritization of the patient’s experience.
Negative feedback is not the end of the world; it can benefit the organization by providing insight into where changes can impact the patient experience. Respond to negative surveys and reviews with actions you are taking to improve. Addressing a complaint promptly can create loyalty and influence the patient’s response to the HHCAHPS survey that may come later.
Gone are the days when home health organizations delivered only a set number and timing of visits. With the advent of Home Health Value-based Purchasing (HHVBP) Model, organizations have increased incentives to check in on patients between visits. With staffing shortages preventing many organizations from reaching out by phone, how can they do this?
Progressive organizations are using remote monitoring to identify issues early, respond to patient needs and improve patient outcomes. There are two types, and the main difference is the type of data they collect.
We have seen positive patient response to proactive outreach as patients appreciate the check-in and efforts to keep them healthy.
Emergency (ED) visits are stressful, costly, and inconvenient. Depending on your source, one third to two thirds of ED visits are avoidable. Many happen because patients do not know what else to do.
Avoid preventable utilization by teaching patients during the onboarding process and reinforcing periodically how and when to ask for help. Deliver this verbally and/or have periodic digital outreach to reinforce key points. Provide patients with the preferred way to ask for help. In addition to phone outreach, offer a digital communication option on your website, alongside with a QR code printed onto a postcard or fridge magnet to provide easy access for mobile devices.
With hospital readmission costs approaching $41 billion annually, it is understandable that Home Health Value-based Purchasing programs include incentives to reduce preventable admissions.
Increasingly home health organizations are contracting or creating inbound call centers and nurse triage to respond to patient needs. This is a great step forward, yet organizations still express concern that they are not getting to patients fast enough as they struggle to deploy a nurse to the patient’s home.
Improve responsiveness and increase patient satisfaction by using GEO mapping to know where on call staff are, who is available, and more quickly dispatch them when a patient requests help.
The HHCAHPS survey assesses Medicare home health patients' experiences, impacting financial performance under HHVBP. These strategies enhance care, reduce hospitalizations, and improve satisfaction, benefiting both patients and agencies.
Click here for a free consultation.
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