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Customer-Centered Home Care: Everyone has a Role

presented by Kim Bennett

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Disclosure Statement:

Financial: Kim Bennett receives compensation from MedBridge for this course. There is no financial interest beyond the production of this course.

Non-Financial: Kim Bennett has no competing non-financial interests or relationships with regard to the content presented in this course.

Satisfactory completion requirements: All disciplines must complete learning assessments to be awarded credit, no minimum score required unless otherwise specified within the course.

MedBridge is committed to accessibility for all of our subscribers. If you are in need of a disability-related accommodation, please contact support@medbridgeed.com. We will process requests for reasonable accommodation and will provide reasonable accommodations where appropriate, in a prompt and efficient manner.

Accreditation Check:
Home care organizations need to determine what their mission is and know how to ensure that employees at all levels understand the mission and carry it out. Regardless of role or title, every employee has a responsibility to create an effective and positive customer experience.

Meet Your Instructor

Kim Bennett, LSW

Kim Bennett is the Director of Visiting Angels of the South Shore, a private duty home care organization. She has been a Licensed Social Worker (LSW) in Massachusetts since 1992. Kim has been providing geriatric services in Boston and the Metro South region for the past 26 years. Her extensive experience includes Elder Protective Services…

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Chapters & Learning Objectives

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1. It’s Not Just the Hip: It’s Connected to a Whole Person

The Customer Experience (CX) is defined as the interactions between the customer and an organization over the lifetime of their relationship. While a need or health care event may begin that relationship, attending to the customer’s physical, emotional, and other needs presents a unique opportunity to create a lifetime connection. This then can lead to repeat utilization of the organization. CX involves the totality of the experience with an organization and its vendors.

2. Paradigm Shift: The Patient/Client/Family Is Always Right

In an era when patients and clients are shouldering a greater share of their health care costs, they are also becoming better, more informed advocates and consumers. As a result, they may be more discerning of the professionals and organizations that care for them. As the growth of home care, hospice, and other home-delivered services increases, the awareness of the value of client/patient demands is essential for a positive CX.

3. Mission Possible: I Am Responsible

Employees at every level in an organization should understand their part in creating the CX. Driving this message requires clear expectations of staff and a culture that is continually supporting them through training and consistent messaging. One way to accomplish this includes pushing the consistent message out through mentoring, direct supervision, newsletters, social media, and the need to be employed.

4. Applying Strategies to Improve and Measure Customer Experience

Quality improvement metrics and follow up with any changes that need to be made are key to having a satisfied client/patient. Patient care scenarios and case vignettes will be presented to illuminate the characteristics of creating good Customer Experience.

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