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New and Improved for 2013. A Customer Mastery Webinar Presentation by, Aaron Marcum, Founder of Home Care Pulse Are You Keeping Score? Part 1 Understanding.

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Presentation on theme: "New and Improved for 2013. A Customer Mastery Webinar Presentation by, Aaron Marcum, Founder of Home Care Pulse Are You Keeping Score? Part 1 Understanding."— Presentation transcript:

1 New and Improved for 2013

2 A Customer Mastery Webinar Presentation by, Aaron Marcum, Founder of Home Care Pulse Are You Keeping Score? Part 1 Understanding The Numbers Behind Caregiver Satisfaction Ratings

3 Housekeeping »Everyone is on mute »IMPORTANT – For the best quality audio, suggest using your telephone and not your computer’s microphone »Type your questions in the question box and we will address them at the end of the call »Please “be present” today, pretend we are in a classroom together »Please take the one question survey when leaving the presentation »The slides and recording of this presentation will be made available within 24 hours. Look for our email.


5 Get the details at

6 About Aaron Marcum

7 Today’s Agenda »Top Recruiting & Training Sources »Explore and discuss how you can improve Caregiver Satisfaction Scores in 6 Categories 1.New Employee Training (Orientation) 2.Continued or Ongoing Training 3.Comfort level talking with your direct supervisor 4.Respected and valued by your supervisor 5.Clearly defined job expectations »Explore and discuss how you can produce a happier Client Let’s Take a Poll – Quality Management Tenure

8 Reminder: The Quality Satisfaction Management Meeting »Hold at least once a month »Include all members of your support team! »Take time to plan! »Focus on the feedback »Sandwich the negative between the positives »Make an action list »Sample agenda posted in the “Resource Tab”

9 Now Showing “ The Client Experience” Starring: You and Your Care Team

10 What Kind of Client Experience Do Your Professional Caregivers Provide? »Professionalism – Do your clients feel a high level of professionalism and courtesy with every caregiver you send into their home? »Consistency – Do your clients receive the same high level of care on every shift…from every caregiver? Are the schedules consistently staffed with the same people? »Integrity – Do your caregivers promote trust and honesty with your clients? »Compassion – Are your caregivers kind and gentle with your clients? »Confidence – Do your caregivers promote confidence to your clients with every task they perform? Are they well trained? »Safety – Do your clients feel safe and secure when they are under the care of your professional caregivers?

11 A Happy Caregiver Paves The Way for a Happy Client

12 Caregiver Satisfaction Begins @ Hire »Identify your ideal caregivers…what do they have in common? »Recruit where your ideal Caregivers hangout »Where do the Leaders recruit? »Why are your caregivers choosing to work for you? »Over screen »AVOID DESPERATION!

13 Identify the Ideal Caregiver »Certified Nurse Assistants? »Middle aged females looking for part-time work? »Middle aged males looking for part-time work? »The professional caregiver – full-time work? »Former family caregiver? »Healthy senior citizens? »College students?

14 Top Recruitment Sources – Leaders (Based on 2013 Private Duty Benchmarking Study) 3.Employee Referrals 4.Daily Newspaper Classified Ads 5.Reputation / Word of Mouth 6.Weekly Newspaper Classified Ads 7.Direct Mail Flyers 9.Local Career Websites

15 Top 5 Reasons Caregivers Choose to Work for an Agency Pg. 125 *Each month Home Care Pulse conducts thousands of interviews with clients and professional caregivers as part of our Quality Satisfaction Management Program. One of the questions we ask caregivers is: “Why did you choose to work for this agency over others?” These top 5 reasons are based on this research.

16 The Power of Caregiver Perceptions The Restaurant Cockroach »“If there is one, there are thousands…” »Are the roaches getting into the food? »This restaurant must be really dirty »I will get sick eating here »I’m calling the health inspectors! »I will never eat here again!

17 Respect Their Anonymity »NEVER divulge the identity of a caregiver providing feedback »NEVER discipline or come down on a caregiver for negative feedback »NEVER allow a member of your team to use a caregivers feedback against them »Use the feedback to improve overall and if you are able to identify a caregiver and their negative feedback, subtly work on improving the relationship »“A complaint is a gift.”

18 Improving the “Perception” of New Employee Training »10 – “I like that it was hands-on and we had one- on-one training with the trainer.” »8 – “I liked the videos…but I do wish we had more hands on training…” »6 – “I was given a shift before the training…so that was unsettling for me. Once I had the training, I thought it was good.” »5 – “…I felt unprepared with my first client because the training was very basic and only lasted 2 hours.” »Latest Best of Home Care® Benchmark – 8.49 »Feedback Red Flags

19 Improving Perceptions New Employee Training »Join us on July 25 th for our Mastery Webinar - “Reducing Turnover and Building Loyalty through Caregiver Education” »Four Outcomes of New Employee Training 1.Professional Caregiver Skillset (Dementia, transfers, personal care, etc.) 2.Expectations Clearly Understood (Policies & Procedures, Handbook, Position Agreements 3.Greater Confidence in Abilities (Hands on training, practice, assessments) 4.Focused on Client Satisfaction »Provide hands on training –Props (Bed, transfer boards, safety belts, etc.) »Professional training (Medifecta DVD’s, Online training through IPC-ed) »Invest the time – 2 hours is not long enough

20 Professional Caregiver Skill-Set Examples »New Employee Training Dementia Basics Communicating with Dementia Clients Death & Dying Effective Transferring – Hands on (Provide props, such as bed, wheelchair, & transfer board, etc.) Compassionate Care giving Bathing & Incontinent Care Fall Prevention & Recovery Infection Control & Blood Borne Pathogens Medication Management Nutrition, Meal Prep & Food Storage/handling Elder Abuse & Neglect Many other options not listed

21 Improving the “Perception” of Continued Training »9 – “…they offer a training at least once a month and then provide online training as well…I really like it.” »8 – “I like the trainings…but they only hold them every few months.” »7 – “We get our trainings in the mail and then take a test once a month. It is just not the same as live training…” »5 – “I haven’t really gotten any additional training since starting…other than some tips by mail.” »Latest Best of Home Care® Benchmark – 8.50 »Feedback Red Flags

22 Improving Perceptions Continued Training »How often? - Recommend monthly »Provide 2-3 time slots so most can join »Invite expert partners – Great opportunity for your partners to talk about their services and educate your team »Diversify subjects – Death & Dying, personal finance, CPR Certification, First Aid, Adult Protection, Skill-set trainings, etc. »Mentor Training Program – Consider investing in a mentor program where your senior caregivers provide hands on training and support to new caregivers »Offer to pay for CPR Certification and/or First Aid…invest in your care team! »Create a 6-month Training Schedule

23 Improving the “Perception” of Comfort Level Talking w/ Direct Supervisor »10 – “My supervisor is very open, friendly and kind. I feel like I can potentially tell them anything.” »7 – “I don’t know my supervisor very well…she hasn’t showed an interest or desire to get to know myself or others…” »6 – “I am hesitant to talk with her because she doesn’t seem to know what is going on in the field.” »5 – “She talks over me instead of listens to me...” »Latest Best of Home Care® Benchmark – 9.23 »Feedback Red Flags

24 How Do Caregivers Like to Be Recognized? *Data based on thousands of caregiver satisfaction interviews performed by Home Care Pulse Pg. 135

25 Improving Perceptions Comfort Talking w/ Direct Supervisor »Empower your Supervisors/Managers to recognize performance! –Monthly recognition budget: Gifts cards, parties, etc. –Formalize and train them on what to look for and how to do it –Mandate they send thank you cards/notes to at least 10-20% of their care team every month –Verbal recognition must be intentional and sincere –This opens up communication and respect between supervisor and care team »Supervisors must speak at their level, be non-judgmental, and BE PRESENT! »All Supervisors should read: “Leadership and Self- Deception” by The Arbinger Institute

26 Improving the “Perception” of Respected by Their Supervisor »10 – “…They really respect me and my work. I want to do my best because of that.” »7 – “I like my supervisor but she doesn’t go out of her way to show me she cares.” »6 – “She doesn’t seem to care that my client is verbally abusive to me.” »5 – “I showed up late the other day, which was my fault, but the supervisor reprimanded me in front of the client…it was embarrassing.” »Latest Best of Home Care® Benchmark – 9.00 »Feedback Red Flags

27 Improving Perception Respected by Their Supervisor »Formal Recognition! »HCP Quality Satisfaction Feedback – Pay attention to the feedback regarding your management team »Position Agreement – Every supervisor should understand the importance of treating their care team with respect and compassion…outline this expectation in their Position Agreement »“Leadership and Self-Deception” – The Arbinger Institute »Consistency in Field Visits – Keep supervisors accountable to routine spot checks so they are with their care team consistently »Company gatherings – Your caregivers need to get to know your management team on a personal level…at least once a quarter. »Mentoring Program – Mentors can help strengthen relationships between caregivers and management

28 Improving the “Perception” of Job Expectations »10 – “I love the care plans they leave at the clients home…very detailed.” »7– “I think the expectations could be more detailed and spelled out…” »6 – “They rarely explain what each client needs and what I’m supposed to do.” »5 – “…I had no training to begin with and I’ve been here for 3 months and still don’t know what I’m doing” »Latest Best of Home Care® Benchmark – 9.12 »Feedback Red Flags

29 Improving Perception Job Expectations »Caregiver Position Agreements –Detailed expectations, including job description –Review and have them sign during new hire training –Based performance reviews off of Position Agreements –Sample position agreement will be provided to all attendees »Client Care Plans –Detailed but simple instructions on caring for clients. Placed in a private but known place in the clients home. –Every client care plan should be in a binder and have the same format for all clients…making navigation familiar. –Supervisors should be updating this at least once a quarter –Include caregiver notes »One-on-One Training –Expectations can be reaffirmed during site visits and one-one- trainings. Mentors or supervisors are key.

30 In Summary »Caregiver Satisfaction begins at Hire »Who is your Ideal Caregiver »Identify the top recruitment sources for your Ideal Caregiver »Why do caregivers choose you? »Respect Caregiver Anonymity »Four outcomes of caregiver training –Professional Skillset, expectations set, confidence, and client satisfaction »Adopt a formalized Recognition Program »Read “Leadership & Self-Deception” »Train supervisors to “be present” »Implement Position Agreements for Caregivers »Detailed Care Plans

31 New and Improved for 2013

32 The 2013 Study » 2013 Edition! » Order now by going to » Attendees receive a special discount of $70 by using code: LOYALTY13

33 Join Aaron Marcum, Founder & CEO of Home Care Pulse, and Sharon Brothers, MSM, & CEO of the Institute for Professional Care Education, home of aQuire Training Solutions, and EasyCEU. Aaron and Sharon will discuss: Registration is only $49 or $29 for Home Care Pulse Customers with a customer promo code. Register at: »How to keep employees happy, motivated, and on-the-job. »Why employee turnover can be one of your largest expenses. »How to use training as a reward. Upcoming Webinar:

34 Employer of Choice Awards »Awarded to 110 agencies nationally for the first time ever in July 2013. »Sets your agency apart as a top employer with nationally acclaimed caregiver job satisfaction ratings. » 10 Award Categories »Qualifications: –Interview 10% of caregivers monthly –Must average at least 2 interviews per month –Rank in the top 50th percentile for one or more caregiver satisfaction categories. 2013 Winners: 1.Overall Job Satisfaction 2.Recommend Employment 3.New hire training 4.Continued Training 5.Comfort Talking with Direct Supervisor 6.Respected by Supervisor 7.Job Expectations 8.Communication from Office Support Staff 9.Client/Caregiver Compatibility 10.Recommend Company Services

35 Quality Satisfaction Program: Andrew Rail Director of Quality Management (877) 307-8573 Private Duty Benchmarking Study: Connect with us on Social Media @HomeCarePulse

36 Questions? Jack LaBaugh, Director of Marketing & Public Relations Andrew Rail, Director of Quality Management or (877) 307-8573 © Copyright 2013 Home Care Pulse, LLC

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