Case Study: LIFETIME Care At Home Secures Referral Partnerships Using Satisfaction Data

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About LIFETIME Care at Home

LIFETIME Care at Home started in 1999 with a clear focus: to be a top private non-medical in-home care provider for those who need a trusted resource beside them to help get through the daily challenges of living more confidently.

With three decades of experience in healthcare, especially in hospitals, Guy has deep experience in management for care settings and a sharp understanding of how home care agencies can better work with referral partners across the care continuum. Guy is a leader in the home care space; in addition to running a highly successful home care agency, he also sits on the board of the Connecticut home care association and is a frequent speaker and author for various conferences and publications around the United States.

Guy Tommasi thinks most home care providers are missing the boat.

With almost three decades of health care experience, Guy has a passion for serving people and a sharp understanding of what healthcare professionals look for in care partners.

His agency, LIFETIME Care at Home, a 20 year affiliate of VNA Community Healthcare & Hospice, has grown rapidly over the last 9 years since adopting a data/metric-producing business model.

“Most home care agencies don’t realize how critical it is to gather the right data,” says Guy—and it’s an advantage that’s put him ahead.

“I don’t really talk about services anymore”

“When I’m talking to potential clients or referral sources, I don’t really talk about services anymore, because there are over 600 other agencies doing that. What I show is our outcomes. I show them our scores and tell them to go ask other agencies what their scores are.”

“When I go in to a referral source, I tell them, ‘I’m going to make your life really easy. I show them our dashboard that tracks rehospitalization rates and client and caregiver satisfaction scores. And I say to them, ‘All you have to do is ask my competitors to show you theirs. And in Connecticut, no one else is doing this.

Guy’s straightforward approach has paid off. By leading with his agency’s exceptional satisfaction scores, gathered by Home Care Pulse, he’s secured strong referral partnerships with a number of home health agencies and major physician groups.

“Stakeholders, (hospitals, home health agencies, physicians) look for consistency,” says Guy. “We, in the home care industry, have done a lousy job in presenting ourselves to the rest of the care continuum. As home care evolves into value-based vs. fee-for-service, we need to be able to show them our value. You can’t just say ‘We’re a great agency that gives high-quality care.’ That doesn’t work anymore.

“Our Leader in Excellence award wows referral sources more than anything because they’re used to dealing with a scoring system for quality. So when I’m able to say we’ve received this award, they get it.  The numbers speak to the quality of our services and the satisfaction of our clients and caregivers. Referral sources aren’t going to want to partner with someone who doesn’t have any data to support their sales pitch.

“The data tells a story. Our referral sources see that we’re quality, reputable people with proof from a third party. And that has put us over the top.”

As home care evolves into value-based vs. fee-for-service, we need to be able to show them our value. You can’t just say ‘We’re a great agency that gives high-quality care.’ That doesn’t work anymore.

Michelle Tagge

Guy Tommasi
Owner
LIFETIME Care at Home

Guy Tommasi thinks most home care providers are missing the boat.

With almost three decades of health care experience, Guy has a passion for serving people and a sharp understanding of what healthcare professionals look for in care partners.

His agency, LIFETIME Care at Home, a 20 year affiliate of VNA Community Healthcare & Hospice, has grown rapidly over the last 9 years since adopting a data/metric-producing business model.

“Most home care agencies don’t realize how critical it is to gather the right data,” says Guy—and it’s an advantage that’s put him ahead.

“I don’t really talk about services anymore. . . Over 600 agencies are doing that.”

“When I’m talking to potential clients or referral sources, I don’t really talk about services anymore, because there are over 600 other agencies doing that. What I show is our outcomes. I show them our scores and tell them to go ask other agencies what their scores are.”

“When I go in to a referral source, I tell them, ‘I’m going to make your life really easy. I show them our dashboard that tracks rehospitalization rates and client and caregiver satisfaction scores. And I say to them, ‘All you have to do is ask my competitors to show you theirs. And in Connecticut, no one else is doing this.

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About LIFETIME Care at Home

LIFETIME Care at Home started in 1999 with a clear focus: to be a top private non-medical in-home care provider for those who need a trusted resource beside them to help get through the daily challenges of living more confidently.

With three decades of experience in healthcare, especially in hospitals, Guy has deep experience in management for care settings and a sharp understanding of how home care agencies can better work with referral partners across the care continuum. Guy is a leader in the home care space; in addition to running a highly successful home care agency, he also sits on the board of the Connecticut home care association and is a frequent speaker and author for various conferences and publications around the United States.

“You can’t just say ‘We’re a great agency that gives high-quality care.’ That doesn’t work anymore.”

Guy’s straightforward approach has paid off. By leading with his agency’s exceptional satisfaction scores, gathered by Home Care Pulse, he’s secured strong referral partnerships with a number of home health agencies and major physician groups.

“Stakeholders, (hospitals, home health agencies, physicians) look for consistency,” says Guy. “We, in the home care industry, have done a lousy job in presenting ourselves to the rest of the care continuum. As home care evolves into value-based vs. fee-for-service, we need to be able to show them our value. You can’t just say ‘We’re a great agency that gives high-quality care.’ That doesn’t work anymore.

“Referral sources. . . are used to dealing with a scoring system for quality.”

“Our [Best of Home Care] Leader in Excellence award wows referral sources more than anything because they’re used to dealing with a scoring system for quality. So when I’m able to say we’ve received this award, they get it.  The numbers speak to the quality of our services and the satisfaction of our clients and caregivers. Referral sources aren’t going to want to partner with someone who doesn’t have any data to support their sales pitch.

“The data tells a story. Our referral sources see that we’re quality, reputable people with proof from a third party. And that has put us over the top.”

The data tells a story. Our referral sources see that we’re quality, reputable people with proof from a third party. And that has put us over the top.

Michelle Tagge

Guy Tommasi
Owner
LIFETIME Care at Home

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