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Hospice CAHPS

Improving Your Hospice CAHPS® Scores

Salt Lake City, Utah, November 11, 2014 - Pinnacle Quality Insight (, If you have been unsatisfied with your latest Hospice CAHPS® scores, there are ways for you to improve.

Being willing to improve your scores by adjusting a few of the ways you do things, will go a long way to improving your scores rapidly. Here are some tips on how to be sure to improve your Hospice CAHPS® scores.

Everyone is important

When staff members treat each patient with importance, the patient will be more lenient when it comes to various mistakes or shortcomings. Making the patient feel like they are the most important person in the world is a huge factor in gaining extremely satisfied customers.

Explain and explain again

Explaining things once to a senior, or hospice care patient may not be enough. Sometimes as a caregiver, it may be necessary to explain and explain again. Helping a patient to understand what is going on, or what needs to be done, is a huge way to keep them feeling settled, and relaxed.

Going above and beyond

As a caregiver, don't just do what is expected. Going above and beyond in your services will improve you satisfaction scores, and you'll feel even better about how you're doing your job.

Don't make them wait

One of the biggest complaints from patients is how long they have to wait for care. Making a patient wait too long makes them feel like they aren't important. The less they have to wait for care, the less frustrated and uncomfortable they'll be. Sometimes, it is impossible to avoid a wait, but if you discuss with the patient that you might be a minute, they'll understand.

Focus on the positive

Bad things will happen from time to time. The way you handle them will reflect on your company. Your patients don't expect you to expect you to be perfect, so take the blame if you make a mistake, and explain how you have fixed things so that mistake won't happen again.

Don't be overconfident

If your company has been given high scores. It's OK to let your customers know but at the same time always acknowledge that you want to improve them. If you get too confident, your clients may not like it.

Believe in your employees

If your employees are happy with how they're treated, they will work harder for the patients and your company. Show them they're important, and that you value them.

By valuing your patients, as well as your employees, you'll be creating an environment of caring. Making them feel important will go a long way to improving your Hospice CAHPS® scores. Your employees will continue to work hard for you, as long as you believe in them, and show them how much you value their work.

For more information, please visit Pinnacle's website at

About Pinnacle Quality Insight: Pinnacle offers customer satisfaction measurement via telephone survey to senior care and hospice providers. Pinnacle's feedback process is based off the idea that healthcare should be evaluated just like it is administered, individually. This process is the easiest way for senior care and hospice providers to understand the voice of their customer. For more information, please contact us.
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