Accountability and Making it Happen
Leadership must be familiar with the process and hold staff accountable. Things to review and know:
Set up processes to move patients across the care continuum. Is technology being used? Does the team understand and follow a process? Personal care and support, Medicare, and hospice organizations will have to explore and determine which organizations are the best fit for a partnership if they do not currently provide the continuum of care. We all want to offer the best care to our clients and patients, in the appropriate setting, with the most beneficial level of care.
Measurements and stars matter. With measurements on star ratings in the Medicare setting, now skilled nursing facilities (SNFs) and soon in hospice, it will become more important for private duty agencies to be able to show where they rank in terms of measurement” and stars. With no current governmental measurement for this standard, it will be important to be able to offer other proof. Whether this is from online reviews by current and past clients, employees, referral sources or from the Home Care Pulse Satisfaction Management Program, the reality is that those with the best reviews and scores will be the partners of choice. The same holds true when you begin to select your prospective partner for a Medicare or hospice relationship. It is critical that you do your homework. In addition to the company’s star ratings, it is important to meet with several different agencies to see which one has similar mission, vision and value statements.
The culture of an organization goes hand in hand with the care they provide. Make sure to speak to their referral sources, caregivers, clients and families. It can be difficult, and you may even feel a little hesitant when you begin to rely on other organizations. We are very protective of our clients and their well-being. Whether you are a corporate-owned organization, franchise-owned agency or privately-owned agency, you have worked hard to build your reputation and your business, so it is natural to become leery in the beginning. That is why it is critical to take your time and talk to as many companies as can before you find the right match. If you are in a city or even a rural community with a large geographic span, you may need to identify several different partners that provide the same services to be fully covered.
We will focus on the culture of Wellness when we bridge the different services together!
How do your potential partners train their employees? What is their culture towards recruitment, retention and on-boarding? What do their caregivers and clinical staff say when you ask them to describe their culture in one word? Why is their company the best place to work? What is their favorite part of their job? You can learn a lot about a company when you ask their employees.
The key thing to know is that it is only a matter of time until partnerships that provide the continuum will become the norm rather than the exception, so start to do your research now. Thank you to all who have chosen to provide services in whatever form, whether it is as an owner/operator, clinician, an inside team member or the outside team members that sell and provide service to our clients. The home care business is truly a calling, and those privileged to serve know and understand what that means.