Supervisory Training Drives Boosts Health Cahps Scores

For home health providers, Improving Consumer Assessment of Healthcare Providers and Systems (CAHPS) surveys can be challenging, with industry response rates of around 25% to 27%, and responses often fluctuating between highly positive and highly negative.

Home health agencies with higher employee engagement and retention are more likely to experience high patient and caregiver satisfaction scores, according to a new report from BerryDunn, a tax, advisory and consulting firm and sponsored by Strategic Healthcare Programs and the National Alliance for Care at Home.

Crucially, the report found that supervisory training positively impacted specific care issues and patients’ willingness to recommend home health agencies.

“Findings suggest that home health agencies may benefit by implementing hospice structured processes – such as mandated interdisciplinary team (IDT) meetings – that facilitate mentorship, peer connection and ongoing staff education,” the report read.

The report analyzes results from the National Patient and Family Satisfaction Quality Improvement Project, which developed a program designed to enhance patient and caregiver satisfaction. Researchers recruited 81 home health and hospice organizations to participate in the program from Oct. 2023 to June 2024. 

The agencies that completed all of the program’s components, which included online modules, one-on-one consulting and practical tools, “overwhelmingly” saw the most significant improvements. They saw the most improvement in roll-up CAHPS scores and willingness to recommend.

Interestingly, agencies that completed the project but missed some project components underperformed compared to agencies that did not complete the project at all.

“[This suggests] that partial engagement may be more detrimental than no engagement at all – possibly due to disorganization or fragmented implementation,” the report read.

The report recommends that agencies should first ensure that their organizations have sufficient internal readiness and operational stability to implement new or added initiatives successfully. 

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