NHPCO NewsLine Summer 2021 - 19

For the past decade, hospice providers have been investing heavily in modernizing their
clinical systems, care pathways and staff technologies. However, new research reveals
that most hospice providers are falling short when it comes to what really matters to
those who make the ultimate decision on choice of provider and serve up hospice
satisfaction scores - the hospice consumer.
Citus Health and Porter Research recently conducted the
groundbreaking research study of 300 family caregivers who had a
loved one under hospice care within the past 12 months regarding their
experiences with hospice provider communication. The results indicate
that most hospice providers are using outdated communication
mechanisms, such as phone and insecure text messages, to connect
with family caregivers outside of the in-person visit. Hospice provider
communication choices are directly impacting the Consumer
Assessment of Healthcare Providers and Systems (CAHPS) hospice
survey results and heavily influencing choice of hospice provider.
Respondents overwhelmingly demand more real-time communication
and are willing to choose a hospice provider that can deliver by using
more advanced technology platforms.
This report demonstrates the influence that a hospice provider's
method of communication can have on family caregiver satisfaction
and lays out a roadmap for hospice providers that want to improve the
family caregiver experience.
The good news is that solving for these challenges is completely in a
hospice provider's control. Implementing a virtual patient care strategy
that utilizes technology to specifically address the most important
communication needs will have a dramatic positive impact on quality of
care, family caregiver satisfaction and CAHPS survey results.
Family Caregivers are Not Very Satisfied with Hospice
Communication
On average only 43% of family caregivers claimed to be " very satisfied "
with their hospice providers on the four CAHPS survey questions most
impacted by communication: (1) communication with family, (2)
training family to care for patient, (3) getting timely help, and (4)
emotional and spiritual support, with only a slight variance in response
for each question. The majority - 57% - indicated that providers have
room for improvement (responses that included " somewhat satisfied "
to " very unsatisfied " ). The biggest need for improvement is delivering
timely access to help, which should be a red flag for hospice providers
Newsline / Summer 2021 19
The biggest need for
improvement is
delivering timely access
to help, which should be
a red flag for hospice
providers...

NHPCO NewsLine Summer 2021

Table of Contents for the Digital Edition of NHPCO NewsLine Summer 2021

LAC 2021 Thank You (display ad)
Table of Contents
Virtual Conference 2021 (display ad)
Edo's Message
Measures of Excellence (feature article)
Quality Connections (display ad 1/2 page)
Career Center (display ad 1/2 page)
Business Case for Next Generation
Succession Planning Guide
Re-introducing Volunteers
Signature Programs (display ad)
New Consumer Research
State Hospice Profiles (display ad)
Virtual FUNdraiser thank you (display ad)
Global Partners in Care
Care Vention (display ad)
Providers Earning QC Rings
Project ECHO
NHPCO Survey Medical Group Practice
Innovation Consortium
Palliative Care Certificate Program
Medicare Sequestration Relief
MyHospice Ambassadors
Virtual Conference 2021
FY 2022 Proposed Rule
COVID Grief Support Project
Circle of Life Award
Ooma (display ad)
Diamond Level Strategic Partners
We Honor Veterans Survey
back cover
NHPCO NewsLine Summer 2021 - Intro
NHPCO NewsLine Summer 2021 - 1
NHPCO NewsLine Summer 2021 - LAC 2021 Thank You (display ad)
NHPCO NewsLine Summer 2021 - Table of Contents
NHPCO NewsLine Summer 2021 - Virtual Conference 2021 (display ad)
NHPCO NewsLine Summer 2021 - Edo's Message
NHPCO NewsLine Summer 2021 - Measures of Excellence (feature article)
NHPCO NewsLine Summer 2021 - 7
NHPCO NewsLine Summer 2021 - 8
NHPCO NewsLine Summer 2021 - Career Center (display ad 1/2 page)
NHPCO NewsLine Summer 2021 - Business Case for Next Generation
NHPCO NewsLine Summer 2021 - 11
NHPCO NewsLine Summer 2021 - 12
NHPCO NewsLine Summer 2021 - Succession Planning Guide
NHPCO NewsLine Summer 2021 - Re-introducing Volunteers
NHPCO NewsLine Summer 2021 - 15
NHPCO NewsLine Summer 2021 - 16
NHPCO NewsLine Summer 2021 - Signature Programs (display ad)
NHPCO NewsLine Summer 2021 - New Consumer Research
NHPCO NewsLine Summer 2021 - 19
NHPCO NewsLine Summer 2021 - 20
NHPCO NewsLine Summer 2021 - 21
NHPCO NewsLine Summer 2021 - 22
NHPCO NewsLine Summer 2021 - 23
NHPCO NewsLine Summer 2021 - State Hospice Profiles (display ad)
NHPCO NewsLine Summer 2021 - Virtual FUNdraiser thank you (display ad)
NHPCO NewsLine Summer 2021 - Global Partners in Care
NHPCO NewsLine Summer 2021 - 27
NHPCO NewsLine Summer 2021 - 28
NHPCO NewsLine Summer 2021 - 29
NHPCO NewsLine Summer 2021 - 30
NHPCO NewsLine Summer 2021 - Care Vention (display ad)
NHPCO NewsLine Summer 2021 - Providers Earning QC Rings
NHPCO NewsLine Summer 2021 - Project ECHO
NHPCO NewsLine Summer 2021 - NHPCO Survey Medical Group Practice
NHPCO NewsLine Summer 2021 - Innovation Consortium
NHPCO NewsLine Summer 2021 - Palliative Care Certificate Program
NHPCO NewsLine Summer 2021 - Medicare Sequestration Relief
NHPCO NewsLine Summer 2021 - MyHospice Ambassadors
NHPCO NewsLine Summer 2021 - FY 2022 Proposed Rule
NHPCO NewsLine Summer 2021 - COVID Grief Support Project
NHPCO NewsLine Summer 2021 - Ooma (display ad)
NHPCO NewsLine Summer 2021 - Diamond Level Strategic Partners
NHPCO NewsLine Summer 2021 - We Honor Veterans Survey
NHPCO NewsLine Summer 2021 - back cover
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