As competition in hospice and home care continues to grow so does the quest for finding a competitive edge. The fundamental edge of service excellence is becoming a “front and center” strategy to support growth. Without excellent service you run the risk of losing your reputation and referrals. The lifeblood for any business!

I was at a meeting of the Michigan Chapter for the National Speakers Association this past Saturday and the speaker was Shep Hyken; a national authority on Customer Service. Over lunch with Shep we talked about customer service in health care and, specifically, in hospice and home care.

Shep stated, “Hospitals have started to do a better job of focusing on customer service and the customer experience.” Unfortunately, home care and hospice companies have not had that same level of commitment”
Here are a few customer service strategies I have instituted at several hospice and home care companies you might find helpful.

The First 24-Hour strategy

The first 24-hours after a family/patient is signed on for service is critical. Creating a set of expectations for the family during that first 24-hours will establish the tone for how the relationship with the family and client will move forward. Here are some examples of a few simple things to do. Leaving behind at the patient’s home a sheet that will tell the family who is the care team and what to except will help set expectations. Having the clinical nurse manager call and introduce him/herself, this personalizes the care and helps establish a relationship. During this first call go over how you handle after-hour and weekend inquiries. At the end of the first 24-hours, place another call to determine there is a good “match” between and nurse and HHA with the patient. The lesson here is to have your team develop a 24-hour strategy to deliver great customer service and establish positive relationships and good communication.

Friday Tuck-In Calls

Starting Friday later morning, call all your families/patient and ask them how things are going. This call will also allow you to assess any potential issues that can be addressed to make the weekend smoother. A proactive call can go a long way to build positive relationships thus creating customer satisfaction.

Quality Assurance Visits

This tactic may apply more to Personal Care Home Health companies and it is a good activity for all to consider. Provide a “Quality Assurance” visit from a professional in the office to check on how the care plan is being executed. The visit is also a way to be proactive in identifying ways to not only meet, but exceed family expectations.

The Customer Experience!

Hospitals started this strategy years ago. What can home care and hospice organization learn from this? Henry Ford Health System in the Detroit, Michigan area opened a new hospital a few years ago in Bloomfield, Michigan. They hired as their first CEO the former CEO of a Ritz Carlton Hotel. Not only was Gerald van Grinsven an accomplished executive, he was an authority on customer service. Mr. van Grinsven developed this hospital into a world class hospital recognized for excellent customer service. He did this by focusing on the smallest details of the customer experience.

Seasons Hospice and Palliative care out of Rosemont, Illinois is exploring a relationship with the Disney Corporation to implement a customer experience strategy. The opportunities to truly create a culture of customer service will become a cornerstone for their success.

Please do share any customer service strategies your organizations are focusing on!!

The Best!!