Best practices “3 questions” to improve client relationships, client experiences, client satisfaction & job satisfaction

Purpose of the session Introduce a best practice in working with clients –Reasons –Expected results –What it means to you –Technical details

Overall, client satisfaction scores are lower for personal support than other services –Out of 100 Nursing – 80+ Rehab – 80+ Personal support – Looked to research and best practices to help improve satisfaction

Provincial CCAC Surveys with Clients & Caregivers Clients said what is most important to them  That we listen carefully to them  That we understand their needs  That we are informed and up-to-date about their care needs  That we are thorough  That we treat them with courtesy and respect  That we listen carefully to them  That we understand their needs  That we are informed and up-to-date about their care needs  That we are thorough  That we treat them with courtesy and respect

BUT…. there are different views about what PSWs are allowed to do CCACs Supervisors PSWs Clients

FORTUNATELY…. for most PSWs, the idea of “small extras” is second nature!

AND… a commitment to: support and celebrate the good work that PSWs do!

Research shows client satisfaction is high when: Clients have choices Clients have choices We show a caring attitude We show a caring attitude We are a team, sharing info We are a team, sharing info We do the “small extras” We do the “small extras”

Research at Toronto Central CCAC suggested: –Clients rated their care as EXCELLENT instead of good. –PSWs felt appreciated and reported that their clients were also happier.

So….. the 3 QUESTIONS: 1.Most important thing? 2.Anything before I go? 3.Anything to tell the office?

Research shows client satisfaction is high when: Clients have “choices” Clients have “choices” We show a “caring attitude” We show a “caring attitude” We are a team, sharing info We are a team, sharing info We do the “small extras” We do the “small extras”

Possible Responses to a Request If you can do it in the time, go ahead Don’t worry about whether it’s authorized The only limits:  your safety and comfort  client safety  time Can you do part of it or get the client started on his/her own?

Examples: Make a sandwich Put on my earrings Fill the milk jugs Dry the dishes Feed the dog Water the plants Tea or juice When PSWs ask, clients usually request things that can be done in the time available and are within normal scope

Do you have to say “yes” to every client request? Examples: Make a sandwich Put on my earrings Fill the milk jugs Dry the dishes Feed the dog Water the plants Tea or juice When PSWs ask, clients usually request things that can be done in the time available and are within normal scope

When you can’t do it or don’t know how or don’t have time or it’s not safe Say yes and no at the same time: “I’d like to help. Let’s make time for that at my next visit.” Offer to find a “yes” answer: “Why don’t I see if the CCAC or my Supervisor can find a way…?”

Advice from those who’ve tried it: Ask the questions every visit so it’s normal practice Know your client & how long things take relationship with client Show you care about their needs & priorities Don’t ask the questions like a script

1.Take the garbage out 2.Defrost some chicken in the microwave 3.Feed the dog 4.Deposit cheques 5.Curl my hair 6.Make my bed 7.Cut my toenails 8.Deliver a letter to my friend next door Possible client requests 1. Most important thing? 2. Anything before I go? 3. Anything to tell the office?

3 ways of monitoring success -Feedback today -CellTrak -Client satisfaction scores

3 new tasks in CellTrak for every visit longer than 30 minutes: Clt Q Most Important Clt Q Additional Help Clt Q Message for Office

Clt Q Most Important cup of tea Clt Q Additional Help none Clt Q Message for Office n/a na

Questions, comments or concerns?

3 QUESTIONS: 1.Most important thing? 2.Anything before I go? 3.Anything to tell the office?