Oct 5 2023
Reading Time: 3 minutes
Keeping a pulse on what matters most to your customers is critical for any business, and hospice organizations are no exception. They must tend to the needs of their patients and family members involved in the patient’s care.
To help hospice leaders better understand what hospice family caregivers really want (and need), we commissioned a study that revealed family caregiver communications and engagement strategies play a bigger role in key hospice performance metrics than most leaders may realize.
The state of hospice family caregiver communications
Hospice organizations are still highly dependent on outdated communication methods for engaging with non-medical care team members. These antiquated methods limit an organization’s ability to be responsive to patient needs.
The survey reveals that immediate responses are rarely available when traditional communication methods are in play, which greatly increases the chances of costly complications, such as emergency room visits. When family caregivers have urgent questions that go unanswered, satisfaction scores also suffer.
The impact of modern communication and collaboration methods
In our post-pandemic society where the conveniences of virtual/remote telehealth and electronic engagement became the norm, healthcare consumers now expect more digital and dynamic engagement with their care providers.
No matter which communication channel was used or how urgent the need was, hospice family caregivers expressed frustration with their hospice care teams. The most common frustrations mentioned among caregivers when trying to collaborate with their hospice provider included:
#1: The time it took to get a response from a care team member
#2: Playing phone tag with a care team member
#3: Inability to sign important documents electronically
#4: Inability to easily connect with care team members
#5: Coordinating schedule changes
Meeting hospice family caregiver expectations
As hospice providers seek new ways to improve response times, improve CAHPS scores, and grow their average daily census counts, finding the right patient and family caregiver engagement and family caregiver solutions is critical.
With a wide range of options, it can be overwhelming for agency leaders to discern the differences between multiple patient engagement solutions. Talk to a CitusHealth expert to learn how we can help your organization better meet the needs family caregivers.