New and
Improved
for 2013
Are You Keeping Score? Part 1
Understanding The Numbers Behind
Caregiver Satisfaction Ratings
A Customer Mastery Webinar Presentation by,
Aaron Marcum, Founder of Home Care Pulse
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.
Get the details at
www.homecarepulse.com/awards
About Aaron Marcum
Today’s Agenda
» Top Recruiting & Training Sources
» Explore and discuss how you can improve
Caregiver Satisfaction Scores in 6 Categories
1.
2.
3.
4.
5.
New Employee Training (Orientation)
Continued or Ongoing Training
Comfort level talking with your direct supervisor
Respected and valued by your supervisor
Clearly defined job expectations
» Explore and discuss how you can produce a
happier Client
Let’s Take a Poll – Quality Management Tenure
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”
Now Showing
“The Client Experience”
Starring: You and Your Care Team
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?
A Happy Caregiver Paves The
Way for a Happy Client
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!
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?
Top Recruitment Sources – Leaders
(Based on 2013 Private Duty Benchmarking Study)
1. Craigslist.org
2. Careerbuilder.com
3. Employee Referrals
4. Daily Newspaper Classified Ads
5. Reputation / Word of Mouth
6. Weekly Newspaper Classified Ads
7. Direct Mail Flyers
8. Indeed.com
9. Local Career Websites
10. Snagajob.com
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.
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!
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.”
Improving the
“Perception” of
New Employee
Training
» Latest Best of Home
Care® Benchmark – 8.49
» Feedback Red Flags
» 10 – “I like that it was
hands-on and we had oneon-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.”
Improving Perceptions
New Employee Training
» Join us on July 25th 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
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
Improving the
“Perception” of
Continued Training
» Latest Best of Home
Care® Benchmark – 8.50
» Feedback Red Flags
» 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.”
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
Improving the
“Perception” of
Comfort Level
Talking w/ Direct
Supervisor
» Latest Best of Home
Care® Benchmark – 9.23
» Feedback Red Flags
» 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...”
How Do Caregivers Like to Be
Recognized?
Pg. 135
Top 5 Ways Caregivers
Prefer to be Recognized
30.4%
29.0%
15.9%
Verbal
Recognition
by Supervisor
Pay Raise
Recognition
by Client
12.5%
12.2%
Vacation
Time,
Bonuses,
Perks, Gifts
Cards
Company
Wide
Recognition
*Data based on thousands of caregiver satisfaction interviews performed by Home Care Pulse
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 SelfDeception” by The Arbinger Institute
Improving the
“Perception” of
Respected by Their
Supervisor
» Latest Best of Home
Care® Benchmark – 9.00
» Feedback Red Flags
» 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.”
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
Improving the
“Perception” of
Job Expectations
» Latest Best of Home
Care® Benchmark – 9.12
» Feedback Red Flags
» 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”
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-onetrainings. Mentors or supervisors are key.
In Summary
»
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»
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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
New and
Improved
for 2013
The 2013 Study
»2013 Edition!
»Order now by going to
privatedutybenchmarking.com.
»Attendees receive a special
discount of $70 by using code:
LOYALTY13
Upcoming Webinar:
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:
» 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.
Registration is only $49 or $29 for Home Care Pulse Customers with a
customer promo code.
Register at:
homecarepulse.com/webinars/reducing-turnover/
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:
bestofhomecare.com/2013-employer-of-choice
1.
2.
3.
4.
5.
Overall Job Satisfaction
Recommend Employment
New hire training
Continued Training
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
Quality Satisfaction Program:
www.homecarepulse.com
Andrew Rail
Director of Quality Management
andrew@homecarepulse.com
(877) 307-8573
Private Duty
Benchmarking Study:
www.privatedutybenchmarking.com
Connect with us
on Social Media
Facebook.com/homecarepulse
@HomeCarePulse
Questions?
Jack LaBaugh, Director of Marketing & Public Relations
jack@homecarepulse.com
Andrew Rail, Director of Quality Management
andrew@homecarepulse.com or (877) 307-8573
© Copyright 2013 Home Care Pulse, LLC