Hospice After Hours: Timely Help & Family Communication
After Hours Hospice Triage: The Importance of Timely Help and Family Communication
Improving your hospice organization’s CAHPS scores is crucial, and two key areas to focus on are “Getting Timely Help” and “Communicating with Family.” These elements not only shape the family’s perception of care but also impact your organization’s reputation and success.
Why Timely Help Matters
When a caregiver calls for assistance, especially during nights and weekends, they’re often stressed and anxious. They want help immediately, and delays can feel endless. The “Getting Timely Help” score is one of the lowest on the CAHPS survey, with only 77% of families satisfied with response times (down from 78% last year). By improving your response times, you can directly address one of the most significant pain points for families.
Faster response times make families feel that their loved ones are being cared for and respected, which impacts other survey questions. This boosts their overall satisfaction and improves your CAHPS score, making your organization stand out in a competitive hospice environment.
The Power of Communication
Keeping families informed about nurse arrival times is another critical factor. In busy call centers, this can be challenging, but it’s essential for building trust. Families need to know when to expect help, and timely updates can significantly reduce their anxiety.
By ensuring clear and consistent communication, you can improve your CAHPS scores in the “Communication with Family” category. Families who are well-informed are more likely to have a positive perception of your care, translating to higher survey scores.
Impact on Reputation and Recruitment
CAHPS scores are published on the Medicare website, making them visible to potential patients and their families. In a competitive hospice market, these scores can be a deciding factor for families choosing a provider. High scores not only attract more patients but also help recruit and retain top-notch employees who want to work for a reputable organization.
Practical Steps to Improve
Quick Response Times: Implement technology to ensure that after hours calls are answered promptly, and visits are scheduled immediately, reducing response times.
Communication & Real-Time Updates: Use technology to provide families with real-time updates on nurse arrival times, using not only secure messaging, but also a “Door Dash” type of view that gives patients and families the ability to see their nurse’s progress on a map as they drive to their house. Real-time updates reduce caregiver anxiety, as well as callbacks to the call center or 911.
Acurata was built specifically for after hours triage. By focusing on these areas, we can help your organization enhance patient and family satisfaction, improve CAHPS scores, and thrive in a competitive hospice environment.
Interested in transforming your after-hours triage function? Contact us at hello@acurata.us or visit Acurata. After hours triage is what we do!