NHPCO NewsLine Summer 2021 - 20

continued
that want to avoid unnecessary ER visits and
hospitalizations.
The dominant three communications methods came
up short in their ability to enable hospice clinical
teams to immediately respond to urgent family
caregiver needs.
Outdated Communication Methods
Holding Hospice Providers Back
Since method of communication is tied to
suboptimal family caregiver satisfaction, we need to
understand the most common methods used
outside of the in-person visit. It should not be
surprising that phone, text and email were used
80% of the time by hospice providers.
Method of Communication Has a Major
Influence on Family Caregiver Satisfaction
Across all methods of communication, over 90% of
family caregivers indicated that the method of
communication influenced their overall satisfaction
scores. If family caregivers are not receiving
immediate responses, are forced to play phone tag
and send several communications to make their
loved one comfortable during one of the most
stressful times in life, they will respond with low
satisfaction scores.
While this may be expected, it highlights that hospices
are falling behind the rest of the world when it comes
to implementing customer-centric communications
strategies. And, contrary to traditional views, these
outdated communication methods are not always
able to facilitate immediate responses.
There are several inherent challenges with these
communication modalities. Phone, while great when
you can reach someone on the first try, often results
in missed calls, voicemails and many times requires
several calls to accomplish one task because of its
linear, one-to-one nature.
Conversely, family caregivers that receive timely
communication in their preferred mode give higher
hospice satisfaction scores. The research found that
in general family caregivers that reported being
" very satisfied " on the CAHPS survey questions said
the method of communication had a major influence
on their satisfaction.
One family caregiver relayed a story about asking the
visiting nurse to help him acquire a hospital bed for his
father. To make that happen, it took seven back-andforth
phone calls over two days between the nurse, the
case manager, the DME company and the caregiver to
finally coordinate a delivery time for the bed. Not only
is this inefficient, but it can cause unnecessary grief for
the family caregiver and delays care.
20 Newsline / Summer 2021

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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