The world of healthcare has been forever changed as a result of the COVID-19 public health epidemic. Home health care has become more prevalent and an increasing number of people are choosing home care services in lieu of extended and expensive hospital stays. In this day and age, client-centered care is not only an expected practice but an essential one for home care agencies that wish to thrive.
One of the most effective ways to build rapport is ensuring your staff is always consistent and available during business hours. Implement live-chat, after-hours answering services, and consistent scheduling so clients work with the same caregiver whenever possible. Invest in a scheduling system tailored to home care agencies to avoid last-minute changes that frustrate both staff and clients.
Ensure customer-facing staff are personable, empathetic, and knowledgeable. Between 70% to 93% of communication is nonverbal — body language and tone matter as much as words. Take patient concerns seriously, train support staff to follow up on care, and meet each patient's special and individualized needs rather than applying one standardized plan of care.
Promote a culture of safety for both clients and staff. Partner with ancillary providers like NPPN for mobile phlebotomy so nursing staff aren't diverted to uncompensated blood draws. By delegating specimen collection to trained professionals, agencies free up caregivers to focus on nursing care while patients receive timely diagnostic testing at home.