How to do home health?

Metrics on the edge: unveiling the secrets of home health brilliance

Ladies and gentlemen, prepare to plunge into the depths of data, where numbers become the beating heart of your home health and hospice agency's journey. In this technicolor realm, metrics—those elusive creatures—hold the key to unlocking the gates of success. So, strap on your data-driven goggles, and let's dive into the importance of flaunting your metrics like a badge of honor.

Start of care time: the launchpad of excellence

Imagine this: a patient knocking on your agency's door, seeking solace in their time of need. Here, "Start of Care Time" isn't just a metric; it's the symphony of efficiency. The quicker you initiate care, the stronger the bond you forge with your patients, making them feel like cherished guests at a psychedelic carnival.

Referral response time: the dance of lightning

Behold the art of "Referral Response Time"—a performance that rivals a thunderstorm's lightning dance. Your response time is the electrifying spark that ignites partnerships. Be swift like a jackrabbit in a desert storm, and your referral sources will be dazzled, entrusting you with their most precious cargo—patients.

30-day hospitalization rates: the battle cry of care

In the arena of "30-Day Hospitalization Rates," your agency's prowess takes center stage. A lower rate shouts, "We're guardians of well-being!" Patients want assurance that they're in capable hands, not a revolving door. A stellar rate becomes your battle cry, resonating through the community and beyond.

But, ah, the grand finale—sharing these metrics with your referral sources and community partners. It's a symposium of transparency, a declaration that you're not just sailing through these uncharted waters, but you're steering with the North Star of accountability. Unveil these metrics like treasures, for they're the shimmering jewels that reflect your agency's brilliance.

So, adventurers of the digital cosmos, embrace your metrics like the compass that guides you through the labyrinth of success. Let your data story roar like a rocket engine, echoing the words of Hunter S. Thompson: "We had two bags of metrics, seventy-five referrals, five home visits of wound care, a salt shaker half full of courage, and a whole galaxy of multi-colored charts, spreadsheets, and KPIs." Your journey awaits—ride the metrics wave to glory!

Evolving intake: from tradition to transformation

In the annals of home health and hospice, the old intake process was a labyrinthine journey, fraught with inefficiencies and missed opportunities. Let's take a nostalgic stroll down memory lane and explore what the traditional intake process once looked like.

1. The waiting game:

Once a referral trickled in, it often languished in an inbox or on a desk, awaiting attention. This initial delay could set the tone for the entire patient experience.

2. Paper trails and phone calls:

Documentation was king. Intake specialists painstakingly sifted through paperwork, making endless phone calls to verify insurance, coordinate with primary care physicians (PCPs), and collect missing information from community partners.

3. Manual checks and balances:

Every step was a manual endeavor. From insurance checks to documenting patient preferences and medical histories, the process was bogged down by paperwork and the human error that inevitably accompanied it.

4. Communication gaps:

Handoffs between departments and external stakeholders were fraught with communication breakdowns. Vital information sometimes fell through the cracks, leaving patients and caregivers in limbo.

5. Patient engagement:

Calling patients to initiate services was more of a formality than a strategic engagement. The focus was on paperwork completion rather than actively selling the benefits of your services and addressing patient concerns.

6. Lost opportunities:

When patients declined services, the reasons often remained within the intake department, with little follow-up or feedback loop to inform community partners or adjust outreach strategies.

7. Reporting and analysis:

Metrics and data analysis were rudimentary, if existent at all. Without clear visibility into where the process faltered, improvements were based more on anecdote than actionable insights.

In retrospect, the old intake process was a testament to its time—a labyrinth of paperwork, phone calls, and missed connections. It functioned, but at a cost: inefficiency, missed opportunities, and a disconnect between patient care and administrative processes.

Today, however, the tide is turning. With advancements in technology and a renewed focus on patient-centric care, home health and hospice agencies are reimagining intake as a dynamic, integrated component of patient engagement and care delivery. Modern intake processes leverage automation to streamline paperwork and data entry, freeing up specialists to focus on patient interaction and relationship-building.

Integrated systems now ensure seamless communication between departments and external partners, reducing errors and enhancing the patient experience. Patient engagement has evolved from a formality to a strategic dialogue, where intake specialists educate and advocate for the value of their services, addressing concerns and building trust from the first call.

Data-driven insights drive continuous improvement, identifying bottlenecks in the intake process and empowering agencies to adapt quickly. Intake is no longer just a bureaucratic hurdle; it's a vital link in the chain of care, where efficiency and empathy converge to ensure every patient receives the best possible experience.

In conclusion, while the old intake process had its place in history, today's approach heralds a new era of efficiency, engagement, and patient-centric care in home health and hospice. By embracing these transformations, agencies not only enhance operational effectiveness but also elevate the standard of care they provide to their communities.

Reframing intake: elevating the keystone of patient engagement

In the intricate dance of home health and hospice care, Intake isn't just about processing paperwork—it's the heartbeat of patient engagement and the gateway to exceptional care. Let's redefine Intake by delving deeper into each crucial step, from referral arrival to patient onboarding, and explore how these pivotal moments shape the patient experience.

1. Referral arrival: the first impression

When a referral lands, does Intake know the significance? Is this a new relationship for the liaison, and a fresh opportunity for the company? Understanding the backstory influences how Intake receives and processes the referral. What if it involves an insurance provider you don't typically accept? Clear communication loops back to the liaison, ensuring transparency and alignment.

2. Insurance and document verification: the backbone of care

Beyond facilitating a seamless transition, this step ensures billing accuracy and reimbursement for the care provided. Does the diagnosis align with the prescribed care plan? Are all necessary documents in place? If something's missing, who bridges the gap with the referring party? Maintaining these relationships isn't just about paperwork; it's about nurturing partnerships that ensure mutual understanding and efficiency.

3. Chasing missing pieces: assigning responsibility

Here lies the essence of efficiency—ensuring each piece of the puzzle is tracked and managed effectively. Assigning clear responsibilities optimizes information retrieval and enhances relationship-building with referring partners.

4. Call to action: crafting the conversation

Is there a well-defined script? Are your top performers leading these calls? This pivotal moment consolidates all prior efforts in marketing, community engagement, and branding. How does Intake handle unanswered calls or outdated contact information? Proactive communication with referral sources is key to securing accurate patient details.

5. Handling objections: the art of persuasion

Smooth tonality and a well-honed script minimize objections, fostering patient comfort and trust. Are those making these calls equipped with the time and focus needed for these critical conversations? Understanding their incentive to enroll patients ensures every call is infused with purpose and determination.

Where are you losing patients?

According to industry data, the average admission rate for home health in the US is 55%. We know the more efficient agencies are in the 75-80% range, that’s still 20% of paid for leads, lost. Every missed opportunity to convert a referral into a patient impacts both care outcomes and business growth.

Redefining intake as the keystone

Let's shift our perspective: Intake isn't a department buried in tasks but the keystone supporting all facets of our operation. By reallocating responsibilities and empowering frontline staff, we elevate patient interactions to a strategic level. As the old adage goes, retaining a customer is more cost-effective than acquiring a new one. With referrals in hand and provider recommendations backing us, Intake becomes our frontline sales force, poised to turn opportunities into realities with every call and interaction.

In this paradigm shift, Intake isn't just about paperwork—it's about passion, precision, and purpose. It's about seizing every opportunity to deliver exceptional care and cementing our place as leaders in patient-centric service.

Exploring the traditional sales model: lessons for home health

Welcome to a journey through the corridors of the traditional sales model—a time-honored path paved with strategy, charm, and a touch of old-world finesse. Join us as we unravel the threads of this historical tapestry and explore what made the traditional approach to sales an enduring force in the annals of business.

1. The art of cold calling:

In the realm of traditional sales, cold calling was more than just picking up the phone—it was an art form. Sales representatives, armed with a list of prospects, embarked on a quest to engage potential clients from the first touchpoint. Each call required finesse and quick thinking to turn skepticism into interest and eventually, commitment.

2. Face-to-face meetings:

Before virtual conferencing, face-to-face meetings were pivotal in building relationships. Account executives and sales managers relied on personal charisma and a firm handshake to forge connections. These meetings weren't just about pitching; they were opportunities to understand client needs deeply and tailor solutions accordingly.

3. The power of networking:

Networking events, trade shows, and conferences were fertile ground for cultivating relationships. Here, professionals exchanged business cards and built credibility within their communities. Relationship managers played a crucial role, nurturing connections that evolved into enduring partnerships.

4. Persistence and follow-up:

Persistence was key in the traditional sales journey. Follow-up calls, handwritten notes, and timely emails reinforced commitment and kept prospects engaged. This dedication ensured that potential clients felt supported throughout their decision-making process.

5. Closing the deal:

The pinnacle of traditional sales was the moment of closing—a culmination of effort, negotiation, and mutual agreement. Account executives showcased their expertise, addressing objections and guiding clients towards a decisive commitment.

Applying traditional sales principles to home health:

While the principles of traditional sales remain timeless, applying them to home health requires a thoughtful adaptation. Stay tuned for our next post, where we'll explore how these principles can be reorganized and tailored to meet the unique challenges and opportunities within the home health industry.

In our upcoming post, we'll delve into specific strategies and adjustments that can optimize the sales process in home health, ensuring that every interaction contributes to exceptional patient care and organizational success. Join us as we reimagine sales in the context of compassionate and dedicated home health services.