When families search for in-home care for a senior loved one, they’re looking for the best of the best. On the agency’s end, it’s essential to establish what will make your company and services the best, and that begins with establishing a list of best practices. In our last blog post, we discussed how to create a company culture that will help your agency thrive. Your best practices should be part of that company culture.
Best practices are a set of guidelines, ethics or ideas that represent your agency’s standards and ideals. Best practices also represent a framework for a course of action for a variety of situations. For example, when your agency receives a complaint from a client, a framework, or best practice, should be in place to help you follow through on and resolve that complaint in a way that best represents your company.
Whether you’re starting a new agency or working to improve your existing agency, creating a list of best practices can help get everyone on the same page. But where should you begin? As data enthusiasts, we find it’s always best to begin with the facts. There are certain things that become clear from experience, and being able to collect and analyze data is vital to creating data-based best practices and standards for your agency. So, what should you measure?
- Client Satisfaction: A key piece of data in home care is client satisfaction. Knowing how happy (or unhappy) your clients are with your services can help you better plan for the future and establish some best practices. Using a third party client satisfaction survey, like Home Care Pulse, or simply sending out a client survey of your own can provide valuable insight. For example, if your survey reveals that 45% of your current clients would not recommend your agency to a friend, you might consider creating a best practice of listening more closely to clients’ needs and nurturing those relationships better or offering more services that will provide value to your clients.
- Care Plan Adherence: How well are your clients being cared for? And how well are your caregivers adhering to their care plans? Knowing and understanding this data can help agencies develop best practices, such as always ensuring both the client and caregiver fully understand the care plan, ensuring a proactive plan is in place should a change need to be made to the care plan, etc.
- Caregiver Accountability: You don’t hire people you don’t trust, but that doesn’t mean that employee accountability doesn’t slip from time to time. Are your caregivers frequently late to their clients’ homes? Do they leave before their assigned shifts are finished? A telephony timekeeping system can help you track this data, and the data can help you define best practices for employee accountability, like opening communication between the caregiver, client and agency to ensure that everyone understands the schedule.
- Issue Resolution: Conflict is a part of all businesses, and it can arise from clients or employees. What’s important is how your agency handles and resolves conflict. How many incidents have arisen in your agency in the last year? How were they resolved? Have any lingering issues been pushed aside? An important best practice for all agencies to have is a comprehensive conflict resolution plan. Arrow’s customizable Issue Tracking System helps agencies systematically track issues from report to resolution, whether they are employee performance problems or client complaints, so that nothing falls through the cracks.
Becoming the best agency in your area requires careful strategy and planning. Find out how Arrow Solutions can be a part of your success. Contact us to schedule a free demo today!