Last week we talked about identifying problems and issues by the use of a complaint log. Problems and issues were not the only things discovered, however; we identified opportunities to grow our agency too! The complaint logs gave us the opportunity to really listen to our customers and quantify their input. Frequently, when clients called about an issue or a concern, the immediate concern was addressed, but we were not always able to see the “whole” picture, so to speak. Through clients vocalizing their complaints and our tracking the concerns through the complaint log, we discovered that they were asking for new services or changes to service delivery that made more sense to them and were considered to be of more value.

One program developed as a part of the data provided by the complaint logs was the “Bed and Bath” program. We provided both Medicare-Certified Home Health and Private Pay services out of the branch. Our Private Pay program had a 3-hour minimum. Several of the clients being served through this program were originally Medicare Home Health patients who wanted to continue with their aide for bathing and making a fresh bed. One complaint that kept surfacing on the logs was, “why do I have to pay for three hours when all I want is for my husband to have his bath and have the bed changed?” Frequently the client would state that they were sending the aide away after an hour because there wasn’t anything for them to do. After much thought and discussion we asked ourselves why, indeed, did they have to have a three-hour shift when all they needed and wanted was a one-hour-or-less shift consisting of two tasks. Continue reading “Complaints Can Lead to Increased Business for Your Home Care Agency” »

Complain, complain, complain. When I was a Branch Director or a Senior VP for Nursing, there were days when all I heard were complaints from my clients. On really bad days, even my staff joined in! It seemed like it was a contest to see who had the biggest grievance. Ever had days like that? As a result of too many days of multiple complaints, I decided to start tracking them so I could identify trends and come up with solutions that were permanent corrections. This was how the “complaint log” came into use — a logging system where all complaints from staff and clients were entered.

When I introduced the complaint log to the office staff, we agreed as a group upon what would constitute a complaint that would be entered into the log. We discovered that frequently people did not complain so much as state a concern. We decided that we would place all concerns and complaints in the log. Every person had a log on their desk and was expected to submit it to the office manager once a week. The responses would then be collated to monitor trends.

In the first 6 months of using the complaint logs, we discovered some very interesting things about our staff and our services. Continue reading “Complaints: How the Home Care Industry Can Use Them to Improve Service” »

Seattle, WA – Ginny Kenyon, Founder and CEO of Kenyon HomeCare Consulting will be a featured presenter on Monday, January 24, 2011, at the Private Duty Homecare Association’s 6th Annual Leadership Summit & Exposition in Long Beach, California. The theme for Kenyon’s presentation, Developing an Orientation Program that Sets You Apart, covers the major aspects of a comprehensive orientation program and will demonstrate how one company made it work for them. Attendees will learn how to hire the best and how to orient and train them for excellence. Kenyon will be joined by Mary Lynn Pannen, RN, BSN, CCM President/CEO, Sound Options, Inc.

Kenyon will be available to discuss a wide range of issues that are strategic to the growth and fiscal stability of the home health and homecare industries throughout the conference, from January 23-25, 2011.

You hear the words “Concierge Services” more and more often these days in relation to specialty programs in Private Duty agencies. Some of you may be asking, what is that? Concierge is a French word that means caretaker, custodian, guardian, keeper, and so on. What does Concierge Service mean for a Private Pay specialty program? A Private Duty Concierge Service implies a comprehensive plan that takes care of everything for the client.

A good example of a Concierge program would be a Day Surgery service. This service can be designed any way an agency chooses as long as it addresses all the needs of the client before, during and immediately after surgery. The best source for the kinds of services that are required is the client. A brief survey in a surgeon’s office can help you gather the information you need, or you or someone in your family may have experienced day surgery yourselves and already understand what the needs might be. However you gather your information, it is critical to develop a program that customers perceive as valuable and are willing to pay for. Continue reading “Private Duty Concierge Services May Be a Program for You” »

Leading economists are predicting a gradual improvement in our economy this year.  This could bode well for all of us in Home Health, Hospice and Home Care (Private Pay).  As our economy improves, so will the financial status of many of our Home Health, Hospice and Home Care (Private Pay) clients.

So how do you take advantage of the resurgence of the market and the opportunities that this brings to your agency? Some already have a plan and we applaud you for that.  Every year should start with a plan for the year that includes where you are headed, your goals and your expected outcomes. The plan should also include how you are going to achieve those goals. Now more than ever those plans should include diversification strategies.

Home Health & Hospice Executive Coaching

Coaching support may be needed for some Home Health, Hospice and Home Care (Private Pay) agencies. Being able to look at your communities with a seasoned Home Health, Hospice and Home Care (Private Pay) Coach can make the difference between smashing success and mediocre results.  Having someone look objectively into your agency from the outside brings fresh insights and illuminates new opportunities that those inside the agency do not see or recognize.

As you start the new year, perhaps it is time to engage Home Health & Hospice Executive Coaching to assist you towards success in 2011.  To discover how, contact us.