biggest threat<\/a> to home care providers in 2015, according to results from this year\u2019s Private Duty Benchmarking Study conducted by Home Care Pulse, a firm specializing in satisfaction management research and quality assurance for the home care industry.<\/p>\n\u201cCommunication today is increasingly complicated,\u201d said Wade Elliott, executive director and founding CEO of WestHaven Senior Living, during a recent Institute for Professional Care Education webinar. The Orland, Calif.-based senior living provider works with Medicare-paid home health agencies to offer on-site physical therapies, occupational therapies, and speech therapy. The provider also offers assisted living, memory care, long term care services and more.<\/p>\n
\u201cLack of time, context and clarity all reduce the accuracy of personal and business communications,\u201d he said. \u201c[Industry-related] communications are often filled with acronyms and jargon. Our clients, prospective clients and even new hires don\u2019t know the language we speak.\u201d<\/p>\n
\n- Invest in Training<\/strong><\/li>\n<\/ol>\n
Communication isn\u2019t just what is said, but what is understood, Elliott said.<\/p>\n
\u201cJust because we understand what needs to be done doesn\u2019t mean care staff does,\u201d he said. \u201cAgencies need to ask themselves, \u2018Are we investing in training?\u2019 The investment we make into our direct care staff with training of all types is going to bear much fruit to deliver the services that we promised.\u201d<\/p>\n
It\u2019s also important to lead by example.<\/p>\n
\u201cWhat you do every day matters more than what you do once in a while,\u201d he said, noting that consistency is key to getting the right message across.<\/p>\n
\n- Know Your Staff<\/strong><\/li>\n<\/ol>\n
\u201cThe reality of being a leader is a lot like being a coach,\u201d he said. \u201cAnd a coach understands all the players on the team have major contributions to make.\u201d<\/p>\n
Understanding employees\u2019 strengths, and recognizing when they do a job well, versus only recognizing when they make a mistake, goes a long way in building trust, he said.<\/p>\n
In addition, knowing what motivates them can also help create a meaningful reward system for a job well done.<\/p>\n
\u201cYou should know what their interests are,\u201d he said. Maybe one employee would enjoy a gift card to a coffee shop, while another might enjoy getting a manicure.<\/p>\n
In addition to understanding how to motivate team members, providers need to identify what communication tools work best.<\/p>\n
\u201cWhat exactly is the method that is going to work best?\u201d he said. \u201cFor some, putting out an email or memorandum is how they best understand. Others need to be talked to face to face.\u201d<\/p>\n
\n- Delegate Appropriately<\/strong><\/li>\n<\/ol>\n
Sometimes a caregiver might be wonderful when with a client but struggle with paperwork or other chores, he said, noting that providers need to be flexible when possible to keep operations running smoothly.<\/p>\n
\u201cI have to remind myself that the organization\u2019s goal [to serve the client] is most important,\u201d he said. \u201cIs satisfaction of the client with the caregiver more important than if the sheets are shiny white? Perhaps I can reconsider how tasks are managed.\u201d<\/p>\n
In addition, some caregivers excel with memory care patients, while others are best suited for other client demographics.<\/p>\n
\u201cThere\u2019s a knack to interacting with a person with dementia that not everyone on staff is going to have,\u201d he said.<\/p>\n
In addition, outlining clear goals and expectations for every team member helps reduce \u201cfinger pointing,\u201d he said.<\/p>\n
\u201cWe\u2019ve learned the hard way, if it\u2019s everybody\u2019s job to do something nobody will be responsible for it,\u201d he said. \u201cThe breakdown occurs when what we meant is not what others heard.\u201d<\/p>\n
Written by <\/strong>Cassandra Dowell<\/a><\/p>\n","protected":false},"excerpt":{"rendered":"3 Tips to Boost Home Care Morale and Lower Turnover By Cassandra Dowell on June 9, 2015 in Home Care, News Effective communication can deliver increased productivity, reduce employee turnover and create an improved work environment. But as the way people communicate continues to evolve, some home health providers may struggle to effectively connect with…<\/p>\n
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