Customer-Centered Home Care: Everyone has a Role
Presented by Kim Bennett Murray
Non-Financial: Kim Bennett has no competing non-financial interests or relationships with regard to the content presented in this course.
Home care organizations need to determine what their mission is and know how to ensure that employees at all levels understand the mission and carry it out. Regardless of role or title, every employee has a responsibility to create an effective and positive customer experience.
Meet your instructor
Kim Bennett Murray
Kim Bennett Murray is the director of social work at Harbor House, a Bane Care skilled nursing and rehab facility in Hingham, Massachusetts. Prior to that, she served as the director of clinical and client services at the Visiting Angels of the South Shore, a private duty home care agency, for 17 years. Receiving her degree…
Chapters & learning objectives
1. It’s Not Just the Hip: It’s Connected to a Whole Person
The Customer Experience (CX) is defined as the interactions between the customer and an organization over the lifetime of their relationship. While a need or health care event may begin that relationship, attending to the customer’s physical, emotional, and other needs presents a unique opportunity to create a lifetime connection. This then can lead to repeat utilization of the organization. CX involves the totality of the experience with an organization and its vendors.
2. Paradigm Shift: The Patient/Client/Family Is Always Right
In an era when patients and clients are shouldering a greater share of their health care costs, they are also becoming better, more informed advocates and consumers. As a result, they may be more discerning of the professionals and organizations that care for them. As the growth of home care, hospice, and other home-delivered services increases, the awareness of the value of client/patient demands is essential for a positive CX.
3. Mission Possible: I Am Responsible
Employees at every level in an organization should understand their part in creating the CX. Driving this message requires clear expectations of staff and a culture that is continually supporting them through training and consistent messaging. One way to accomplish this includes pushing the consistent message out through mentoring, direct supervision, newsletters, social media, and the need to be employed.
4. Applying Strategies to Improve and Measure Customer Experience
Quality improvement metrics and follow up with any changes that need to be made are key to having a satisfied client/patient. Patient care scenarios and case vignettes will be presented to illuminate the characteristics of creating good Customer Experience.
Frequently asked questions
Everything you need to know about Medbridge courses.
Who creates Medbridge courses?
We work with industry-leaders, top researchers, and consultants to build content roadmaps that are then structured into courses, filmed, and edited by our production team before being launched to our site.
How often does Medbridge release new courses?
New courses are added monthly and are automatically included in your subscription as they launch.
How often does Medbridge update courses?
Medbridge reviews its courses annually for relevance and to assess if content is up to date. Based on these reviews it may be determined that a course is out of date resulting in the course being re-filmed or retired, if the content is no longer needed (e.g. a replacement course already exists, the concepts are no longer best practice, etc.).
How many courses does Medbridge offer?
We have over 3,000 accredited courses and we are continually updating our library with new courses. Check our course library for the most up-to-date count for your discipline.
Are there any additional fees for taking a Medbridge course?
There are no additional fees for taking a Medbridge course, obtaining a course certificate of completion, earning CEUs as a subscriber, or accessing any of the additional tools your subscription may include.
Is there a limit to the number of courses I can take?
There is no limit to the number of courses you can take as a subscriber! As a subscriber to Medbridge, you have unlimited access to over 3,000+ accredited CE courses.
If you are a Premium subscriber, you also have unlimited access to our Patient Engagement Tools such as the Home Exercise Program, Patient Education Library, Orthopedic Exam Tests, and Manual Therapy Techniques. We have over 7,000 exercises and over 650+ videos and handouts of patient education resources with more exercises and patient education added to the library based on subscriber feedback, volume of request and specialities.
What is your refund policy?
You are eligible for a refund provided your request is received within 30 days of your subscription purchase and your account has no activity.