Issuu

Q U A R T E R L Y FALL 2023 MSRP $19.95

Beyond the Crisis Is a CHHA School Right For You? 2023 HCP Benchmarking Report Findings

The Future of the Home Care Wellness Ecosystem

STEPS

To A Transformational Fourth Quarter

MAXIMIZE EFFICIENCY Thriving Private Duty Home Care Agencies

FIVE TIPS

For Recruiting

Pictured: Andre Gomez, EVP of Bedrock Healthcare and Steve “The Hurricane” Weiss

Contents 04

The Future of the Home Care Wellness Ecosystem - by Andre Gomez

Thriving Private Duty Home Care Agencies - by Kelly Szwed

Maximize Efficiency - by Victor Arocho

Five Steps To A Transformational Fourth Quarter - by Steve Weiss

Beyond the Crisis - by Brandi Kurtyka

Is A CHHA School Right For You? - by Debbe Bourgoin

Five Tips for Recruiting - by Nicole Peretti

2023 HCP Benchmarking Report Findings - by Louie Frank

Welcome Evolve. Adapt. Transform. Thrive. Welcome to Issue #7 of Home Care Evolution Quarterly! Home Care Evolution Quarterly is for those home care business leaders who inspire to continuously learn in the industry. We exist to help you stay up to date on new trends and data from vetted contributing authors, all of who are experts in this industry. This magazine is dedicated to helping YOU be on point in your: ●● ●● ●● ●●

Sales & Marketing Operations Recruitment & Retention Financial & Multiple Revenue Streams

In this issue of Home Care Evolution Quarterly magazine, the contributors and I provide you with current topics, breaking ideas, & practical strategies you will use to gain better ideas and solve bigger problems for new levels of success. In this issue: ●● ●● ●● ●● ●● ●● ●● ●●

The Future Of The Home Care Wellness Ecosystem And How Bedrock Healthcare At Home Is Redefining The Space by Andre Gomez Thriving Private Duty Home Care Agencies: The Power Of Empathetic Leadership In Retention by Kelly Szwed Maximize Efficiency - Stop Spending Every Waking Hour Working “In” Your Business, Rather Than “On” Your Business by Victor Arocho Five Steps To A Transformational Fourth Quarter by Steve Weiss Beyond The Crisis: Paving The Way Forward For The Home Care Workforce by Brandi Kurtyka Five Tips for Recruiting by Nicole Peretti Is A CHHA School Right For You by Debbe Bourgoin Top Trends to Transform Your Business from the 2023 HCP Benchmarking Report By Louie Frank

If there is a topic that is important to you that you would like to see in a future issue, please contact me directly. Sincerely, Steve “The Hurricane” President and CEO Home Care Evolution steve@homecareevolution.com 848-444-9865 “But seek first the kingdom of God and His righteousness, and all these things will be added to you.” Matthew 6:33

The Future Of The Home Care Wellness Ecosystem And How Bedrock Healthcare At Home Is Redefining The Space

Andre Gomez

Andre Gomez, DPT is the Executive Vice President of Operations for Bedrock Healthcare At Home, LLC. Dr. Gomez is an alumnus of The Richard Stockton College of New Jersey where he received a Bachelor of Science Degree in Biology, a Masters Degree in Science, and a Clinical Doctorate degree in Physical Therapy. Dr. Gomez joined Spring Hills Senior Communities in the spring of 2016 as the Vice President of operations spearheading the turnaround/ restructuring of the home care division which experienced an unprecedented business growth of 800% during his tenure. In January of 2022, Dr. Gomez was promoted to Executive Vice President. In his current role, he oversees the continued expansion of the Home Care division, while helping to galvanize the business growth of the newly founded Bedrock Healthcare At Home. Working closely with all divisional leaders, Dr. Gomez will be responsible for developing strategies and plans to champion this one-of-a-kind healthcare continuum, setting the gold standard for Wellness Ecosystems in the industry. https://bedrockhc.com/

s the world battles with the post pandemic recovery, healthcare systems around the world continue to be pushed to the brink. The pandemic has made it clear that our healthcare system needs a major overhaul, and it is time to start thinking about new models of care.

nd as the healthcare industry evolves, the home care wellness ecosystem of the future will be focused on personalized, data-driven care that empowers patients/clients to take an active role in their health and wellness. In recent years, there has been a growing trend towards home care, which provides patients with a more comfortable and convenient way to receive medical care. With this trend, the home care wellness ecosystem of the future is rapidly taking shape, and Dr. Andre Gomez, DPT Executive Vice President for Bedrock Healthcare at Home, is at the forefront of redefining this space. Dr. Andre Gomez, DPT, is a name that many in the healthcare industry are becoming familiar with.

Equipped with over 20 years of experience in clinical and executive change management, he has been leading the charge in redefining home care wellness. As the cofounder of Bedrock Healthcare at Home, Dr. Gomez has brought together a team of healthcare professionals to optimize the patient journey and end fragmented healthcare once and for all. Dr. Gomez’ passion for disrupting the traditional healthcare system is clear in the way that he leads his team and approaches patient care. He is a strong advocate for the idea that medicine and healthcare are team sports, rather than individual sports. With the totality of patient problems in the 21st century, it’s clear that no one person can properly take care of the entire patient experience. Instead, a team

approach is necessary to ensure that patients receive the care and support they need to live their best lives. Dr. Gomez’ dedication to transforming healthcare doesn’t stop at Bedrock Healthcare at Home. He has recently started his own podcast called The Bedrock Way, where he shares his insights and expertise with leaders across all industries. Through this podcast, he aims to ensure that the voice of healthcare continues to be heard and that leaders feel supported in this ever-changing world. Bedrock Healthcare at Home is a revolutionary healthcare organization that is deploying a multidisciplinary team of healthcare professionals to optimize the patient journey. The team includes; doctors, nurse practitioners, physician assistants, physical, occupational, speech therapists, pharmacists, dietitians, nurses, social workers, certified home health aides, exercise physiologists along with a strong administrative support team to ensure that patients receive comprehensive care that addresses all aspects of their health and wellness. Bedrock Healthcare at Home understands that the future of healthcare is in the hands of those that can integrate technology and biology. With that in mind, the company has

developed a robust ecosystem that combines cutting-edge technology with highly skilled healthcare professionals to provide patients with the best possible care. By bringing together a multidisciplinary team, Bedrock Healthcare at Home is addressing the gaps in care that have long plagued the healthcare system. In the current healthcare system, patients often receive episodic care, which is inadequate for those suffering from chronic illnesses. Bedrock Healthcare at Home recognizes this issue and focuses on providing continued chronic care management to all patients/ clients. According to recent

statistics, 80% of seniors suffer from chronic diseases, and 50% use the emergency room for primary care. This approach to healthcare is not sustainable, and it is one of the reasons why healthcare costs are skyrocketing. Bedrock Healthcare at Home has unlocked the key to solving this problem by recognizing that patients need to be seen continually. By bringing together a team of healthcare professionals, Bedrock Healthcare at Home is providing patients with a comprehensive approach to care that focuses on prevention, healthcare 24/7, while infusing clinical practice with functional medicine and holistic medicine. Bedrock Healthcare at Home

recognizes that the best way to manage chronic diseases is by preventing them from occurring in the first place. By providing patients with regular check-ups and proactive screenings, Bedrock Healthcare at Home is helping patients stay healthy while avoiding costly hospitalizations. The key component of Bedrock Healthcare at Home’s approach is the use of technology. The company utilizes a variety of technologies, including telemedicine and home health biometric monitoring devices, to collect data about patients’ health and wellness such as their blood pressure, pulse oximetry, blood sugar levels, and

to actionable care coordination. In the traditional healthcare model, patients may see multiple healthcare providers for different health issues, which can lead to poor care coordination and lapses in communication. Bedrock Healthcare at Home’s multidisciplinary team approach ensures that all aspects of a patient’s health and wellness are addressed in a coordinated and comprehensive manner. Bedrock Healthcare at Home recognizes that the clinical and non-clinical social determinants of health are paramount in the post-pandemic era. The COVID-19 pandemic has highlighted the importance of social determinants of health, such as access to food, transportation, and housing. Bedrock Healthcare at Home has integrated an evaluation of these determinants into their clinical practice, recognizing that they are critical to the overall health and well-being of their patients.

weight. This data can be used to create personalized care plans that are tailored to the individual’s specific needs, facilitating the critical aspect of the Bedrock Healthcare at Home approach to care — the focus on healthcare 24/7. With the rise of telemedicine, patients can now receive medical care anytime, anywhere. Bedrock Healthcare at Home has leveraged this technology to provide patients with round-the-clock access to medical care. This approach is especially beneficial for patients with chronic diseases who may

require medical attention outside of normal business hours. By allowing patients to receive care in the comfort of their own homes, this provides accessibility for patients who have mobility issues or who live in remote or rural areas. And by receiving care in the home environment, patients are more comfortable, which can lead to better outcomes. But perhaps what distinguishes Bedrock Healthcare at Home’s approach most from similar providers, is the commitment

The future of healthcare is in the hands of those who can integrate technology and biology to provide patients with the comprehensive care they need. Bedrock Healthcare at Home, led by Dr. Andre Gomez, is at the forefront of this movement. By deploying a team of healthcare professionals and focusing on prevention, continued chronic care management, and the integration of clinical practice with functional and holistic medicine, they are redefining the home care wellness ecosystem. It’s clear that Dr. Gomez’ passion for disrupting the traditional healthcare system will continue to drive innovation and change in the industry for years to come.

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Thriving Private Duty Home Care Agencies: The Power of Empathetic Leadership In Retention Kelly Szwed CODC, CBC, CLC Kelly Szwed is both a Certified Organizational Development Coach and Certified Business Coach with Hurricane Marketing Enterprises. She has come to the HME team with a professional background in marketing, advertising, public relations, event planning, and small business development spanning more than twenty years. Prior to joining HME, Kelly was a marketing liaison with a private duty home care company, where she successfully liaised with hospitals, sub-acute rehabilitation facilities, and assisted living communities. She generated referrals from both new and existing sources, which led to increased revenue for the agency. Kelly’s experiences in B2B and B2C sales and marketing, along with her passion for entrepreneurship as a former business owner in holistic health, and a home care marketer makes her a great addition to the HCE coaching team. Some of her previous professional roles included project management at a prestigious Philadelphia-based advertising agency, as well as the Marketing Coordinator for a privately held family distribution business. Kelly prides herself on her commitment to ongoing professional development. She has acquired several additional professional certifications including Organizational Development Coaching in 2021, and Neuro-Linguistic Programming Practitioner in 2022 from Symbiosis Coaching. She has held the World Coach Academy Certified Life and Business Coach certification since 2014. Kelly has also studied Psychology at Rider University. She also holds a certification in Event Management from Mercer County Community College.

https://homecareevolution.com/

rivate duty home care agencies play a vital role in providing personalized care and assistance to seniors in the comfort of their own homes. As the demand for such services continues to rise, it becomes crucial for these agencies to thrive by retaining high-quality caregivers. One key factor in achieving this is through an empathetic leadership approach. This article explores how an empathetic leadership approach can empower private duty home care agencies, enhance caregiver retention, and ultimately lead to their overall success.

UNDERSTANDING EMPATHETIC LEADERSHIP Empathetic leadership involves a management style that focuses on understanding and acknowledging the emotions, needs, and experiences of employees. It goes beyond a mere understanding and actively seeks to respond to their concerns and support their growth. In the context of private duty home care agencies, empathetic leaders that foster a compassionate and supportive work environment encourage caregivers to develop strong bonds with their clients and feel valued and respected by their team. Empathetic leadership has been recognized as a valuable approach that can positively impact organizations in various ways. While it can be challenging to provide specific statistics due to the subjective nature of empathy and its influence on organizational outcomes, several studies and research suggest the benefits of empathetic leadership. Here are some statistics and findings that highlight the potential advantages: ●● Research by Gallup found that teams led by empathetic managers have 28% higher employee engagement levels. ●● A study published in the Journal of Occupational and Organizational Psychology revealed that employees who perceive their leaders as empathetic experience greater job satisfaction.

●● According to a report by Businessolver, 92% of employees consider empathy as an important factor in their retention and loyalty to an organization. ●● The Work Institute’s Retention Report estimated that organizations could save over $600 billion annually by improving employee retention through empathy-driven leadership. ●● A study published in the Journal of Applied Psychology found that leaders who display empathy have teams that are more productive and efficient. ●● A study conducted by the University of Michigan found a strong relationship between empathy displayed by leaders and higher levels of customer satisfaction. While these statistics provide insights into the potential benefits of empathetic leadership, it’s important to note that organizational outcomes can be influenced by various factors.

ownership teams. By actively listening, empathetic leaders demonstrate their commitment to understanding caregivers’ perspectives. This fosters an environment where caregivers feel comfortable voicing their concerns, seeking guidance, and offering ideas for improvement. Such open dialogue creates a sense of psychological safety and belonging, leading to higher caregiver job satisfaction and increased retention rates.

BUILDING TRUST AND CONNECTION Empathetic leaders establish trust and connection by cultivating open communication channels. They encourage caregivers to share their experiences, challenges, and suggestions with their Caregiver Leads, Care Coordinators, management, and

RECOGNIZING AND CELEBRATING CONTRIBUTIONS Empathetic leaders understand the importance of recognizing and celebrating the contributions of their caregivers. They take the time to acknowledge and appreciate their hard work and dedication. Whether through

SUPPORTING PERSONAL AND PROFESSIONAL GROWTH Empathetic leadership extends beyond day-to-day interactions; it encompasses supporting the personal and professional growth of caregivers. Leaders who prioritize their employees’ well-being and development create opportunities for training, continuing education, and skill enhancement. By investing in their caregivers’ growth, empathetic leaders empower them to provide high-quality care and develop a sense of fulfillment in their roles.

verbal praise, formal recognition programs, or rewards and incentives, empathetic leaders demonstrate that they value their caregivers’ efforts. Such acknowledgment boosts morale, enhances job satisfaction, and reinforces a sense of purpose, ultimately increasing caregiver retention rates. PRIORITIZING WORK-LIFE BALANCE Maintaining a healthy work-life balance is crucial for caregivers in private-duty home care agencies. Empathetic leaders understand the demands of the job and take steps to support their caregivers’ well-being. They implement policies and practices that promote work-life balance, such as flexible scheduling, fair workload distribution, and access to support systems. By prioritizing the wellbeing of their caregivers, empathetic leaders reduce burnout, increase job satisfaction, and improve retention rates. In the competitive landscape of private duty home care agencies,

empathetic leadership emerges as a significant factor for success and caregiver retention. Empathy alone may not guarantee success, but it can contribute significantly to fostering a positive work environment, enhancing employee well-being, and driving organizational performance. By creating a supportive work environment, building trust, supporting growth, recognizing contributions, and prioritizing worklife balance, empathetic leaders enable their agencies to thrive. Ultimately, the consistent application of empathetic leadership principles fosters a positive organizational culture, enhances caregiver satisfaction, and ensures the delivery of exceptional care to clients. Investing in empathetic leadership is not only beneficial for the caregivers but also serves as a powerful differentiator for private duty home care agencies in a rapidly growing industry.

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MAXIMIZE EFFICIENCY

Stop Spending Every Waking Hour Working “In” Your Business, Rather Than “On” Your Business

Victor Arocho

Victor Arocho is a dedicated and experienced professional with over 30 years of executive management experience. He is an avid reader with an inexhaustible passion for learning. Victor is currently serving in the Homecare Business Development team at Solvo. Solvo Global’s impressive track record in the Homecare Industry has grown to unprecedented heights - a whopping 300% over the past three years, helping franchises and independent homecare owners increase their caregiver funnel. Victor’s commitment to success through knowledge and leadership makes him a valuable asset to any industry.. https://solvoglobal.com/

ntrepreneurship can be a gratifying experience but also requires hard work and dedication. It’s easy to fall into the trap of spending every waking hour working “in” the business rather than on the business. However, if you want your venture to be successful in the long run, it’s essential to take time to plan for its future. Time spent planning allows entrepreneurs to consider where the business is now, where they want it to go, and how best to get there. Owners use this time to analyze potential opportunities, research competitors, set goals, and create strategies. It also provides a chance to review the team’s progress and make adjustments as necessary.

Planning time is crucial for entrepreneurs who need help to balance their current business responsibilities and future goals. Dedicating regular blocks of time to planning can help them prioritize tasks, stay focused on the big picture, and ensure they don’t become overwhelmed by the details. Overall, taking the time to plan is an essential part of successful entrepreneurship. It enables entrepreneurs to make better decisions, stay focused on their long-term goals, and avoid getting stuck in a rut. With careful planning, entrepreneurs can increase their chances of success and enjoy greater satisfaction from their entrepreneurial endeavors. By setting aside time to plan, entrepreneurs can ensure their businesses are on track to reach their desired goals. Setting aside time helps them avoid distractions and focus on essential tasks. Planning also allows entrepreneurs to reflect on the past and make adjustments to make future successes more likely. Additionally, successful planning can lead to cost savings, greater efficiency, and a more robust business overall. Overall, planning is essential for successful entrepreneurship. It

allows entrepreneurs to stay focused on their goals and ensure they always work towards long-term success. By setting aside dedicated time to plan, entrepreneurs can ensure that their businesses remain on track and maximize the potential for success. With careful and consistent planning, entrepreneurs can help ensure their businesses reach their most significant potential. However, it’s important to remember that planning is the first step. Once entrepreneurs have created a plan, they must implement it to succeed. This requires dedication and hard work, but with the right strategies, it’s achievable. By reflecting on their current situation and setting realistic goals, entrepreneurs can ensure they are always working towards success and achieving the most from their entrepreneurial endeavors. With careful planning, entrepreneurs can gain clarity on their goals and increase their chances of success.

other tactics to ensure that you have capable, reliable, and qualified staff onboard will help ensure that you are able to successfully deliver on your promises to clients. RECRUITING CAREGIVERS: THE BENEFITS OF OUTSOURCING FOR HOMECARE AGENCIES Homecare agencies are tasked with the difficult job of providing quality care to those in need. This often requires an extensive search and screening process to find qualified individuals who can provide the level of care necessary. However, many agencies find themselves on the back foot due to staffing constraints when recruiting and onboarding new caregivers. Outsourcing recruiting caregiver tasks can be an excellent solution for homecare agency owners.

Talent Acquisition is a key component for any business but is critical for homecare agencies and should be a key item in the planning process. Identifying and engaging the right talent should be a priority. By utilizing job boards, referral programs, recruitment strategies, and

The primary benefit of outsourcing recruiting caregiver tasks is increased efficiency in the onboarding process. With an experienced partner, agencies can quickly gain access to qualified candidates. This allows them to fill swiftly positions and provide care without the added stress of searching for candidates. Additionally, outsourcing can help reduce labor expenses since agencies will not have to dedicate their staff to recruiting efforts. By leveraging a suitable candidate from an outsourcing company, agencies can free up current employees to focus on higher-value tasks. Caregivers often require additional certifications and training to perform their job duties, and outsourcing can also help with this process. Outsourcing companies can also take on the task of call overflow, thereby streamlining communication between agencies and potential new caregivers. All in all, outsourcing recruiting caregiver tasks is an excellent way for home care agency owners to reduce labor costs, increase efficiency in onboarding processes, and improve employee productivity. With the right partner, agencies can benefit from a streamlined recruiting process that allows them to provide care to those who need it most quickly. Thus, if you are a home care agency owner looking for ways to streamline your recruitment process and gain access to qualified caregivers, outsourcing may be the solution you are looking for. You can reap all the above benefits by partnering with an experienced outsourcing company. By investing in a suitable candidate from an outsourced partner, you can

gain access to qualified candidates faster than ever before – allowing your homecare agency to provide the level of care your clients expect and deserve. So, why wait? Now is the time to take advantage of outsourcing and make recruiting caregivers easier than ever. Overall, outsourcing specific tasks within a homecare agency can be an effective way to save money and improve employee productivity. Streamlining processes and freeing up resources can help an agency focus on its core competencies while ensuring that data is secure and compliant with regulations. This, in turn, can lead to improved efficiency, increased employee morale, and a more robust bottom line. To summarize, planning is essential for successful entrepreneurship. Taking regular blocks of time to plan allows entrepreneurs to create effective strategies for success and maximize their potential for long-term success. It also helps them stay focused on the big picture and ensures they are always working towards achieving their goals. With careful planning and dedication, entrepreneurs can maximize the success of their businesses. KEY TAKE AWAYS: 1. Spend 10% of your work week hours working on your business. Leave your office and find a place where there are no interruptions. 2. Focus efficiencies you can improve upon especially in areas where you can remove tasks from your employees so they can be more productive in their core competencies. Look to outsourcing companies that specialize in areas that can reduce labor expense and

improve employee productivity. 3. Hiring or working with a coach is essential for accountability and having an outside perspective. 4. View your business from a 30k foot viewpoint. Solvo is a professional service organization created to help companies like yours to optimize their workforce efforts, increase profitability, reduce HR risks, and offer peace of mind with proven results and a great partnership. Our employees are hungry for success and highly motivated. Our clients appreciate our work ethic, professionalism, and the relationships cultivated over the years. Our purpose is to grow our strategic partnerships in the US by providing near-shore outsourcing services while relieving the burden and distraction of specific business operations with a higher level of execution for a lower price. Reference: Simms, A. (2020). How Outsourcing Can Reduce Labor Expenses and Improve Employee Productivity in Home Care Agencies. Retrieved from https://www.variablesoft.com/blog/ outsourcing-red

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Five Steps to a

TRANSFORMATIONAL Fourth Quarter Steve “The Hurricane” Weiss, President & CEO of Home Care Evolution, President of “The Institute for Dignity and Grace.”

Steve “The Hurricane” Weiss is a dynamic and entertaining public speaker, known for his expert knowledge in all things sales and marketing. From a young age, Steve has been driven to succeed and excelled across vastly different industries. Steve founded Hurricane Marketing Enterprises in 2012 with a goal to help other business owners around the globe. Steve’s passion is to lead business owners on the path to find people in need of their services and convert these prospects into clients. His company’s mission statement is to help business owners increase their census, revenue, and profits. With his dedication and hard work, Steve has developed a foolproof program that enables start-up companies to quickly get ahead of the competition while helping existing businesses experience an explosive transformation. In 2016, he co-founded and is currently the President of the Institute for Dignity and Grace with Nicole Peretti. Steve continues his mission of advocacy for the senior population by providing education and resources. His passion is always helping the senior population stay in their homes safely and age in place with dignity and grace.

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hether 2023 has been your best year in business or one of your most challenging years, it’s not about how we start, but how we finish. Here are five steps to making sure that your Q4 is transformational in your home care business.

STEP ONE – SELF CARE Take care of yourself as it is often the most stressful season of the year. We must balance running our businesses, the holidays for ourselves with our family, the holidays and how it impacts our caregivers and so much more. This is one of those times where people tend to burn themselves out, which could have lingering effects in your business. I want you to note right now that there are 168 hours in every single week. If you were to block off 56 hours, which is eight hours a day for seven days, dedicating that time for you to sleep, this would leave you with 112 hours to get everything else done that you need to accomplish. I challenge you to take just 10% of this time, which is only 12 hours a week, and spend that 12 hours a week doing something to take care of yourself for the next 12 weeks. When you do this, it will still leave you with 100 hours for everything else that you need to accomplish each week. With this time use it for meditation, reading a book, going for a walk, saying a prayer, doing some exercise, or whatever your heart desires. Just make sure you’re spending the time on yourself to recharge because it’s very easy to lose focus on taking care of yourself during the fourth quarter. STEP TWO – CALENDAR MANAGEMENT Fill your calendar early. One of the challenges that people face during

this time of year and running their business is that it’s very difficult to say no to things. The easiest way to say no to things is to make sure that you are on top of your calendar. Halloween, Thanksgiving, Christmas Hanukkah, and New Year’s are all coming. Plan your personal holiday events as soon as possible to be able to shift mental energy to focus on your business. Also,

STEP THREE – PROMOTE YOUR COMPANY Go to every marketing event you possibly can. If you have a Business Development Professional, split up. You go to one and they go to another. Make sure that when you go to these events you go in there with the goal of scheduling a follow-up meeting, oneon-one, in the New Year.

make sure your staff communicates their plans early, so you can best be prepared for when you are shorthanded. With this, you also want to make sure that you are planning your events for your business around the holidays. The holiday season is the best time of the year to access accounts that are often closed or difficult to get into. Make sure you find out what events are going on in your area and get them on your calendar early. It is much easier to have a plan in place and execute your plan than it is to try and wing it and accept things as they come.

I teach my clients to “Book A Meeting From A Meeting”. You show up at the event, participate in the festivities, speak to the people organizing the event, and then schedule a time in the new year to meet with them to take the professional development to the next level. Don’t try to schedule it before the New Year because they will probably tell you no as they are already busy and maxed out until then. View this as getting ahead, a jump start to making 2024 an outstanding year. BONUS: A great week, though, is the week between Christmas and New Year. While many people do take off

during that time remember that we are in healthcare, and healthcare is 24/7. There’s always someone working that week. Things tend to be very slow. For contacts who are not taking off after Christmas, this is a golden opportunity for you to schedule and fill that week with appointments. STEP FOUR – ON CALL PLAN FOR HOLIDAY REFERRALS This step has to do with staffing and being ready for the referral to be made. I think back to the days when I had my home care agency. I often outworked my competitors establishing myself as the go to agency of choice by handling referrals when others turn them away. Create a flyer. Go to all of the marketing events and promote your on-call procedures for the holiday in all of your accounts. Ensure everyone knows how to reach you and what your procedure is even though it is the holiday. Share who is the on-call person and what to expect from him/her. Truly luck favors the prepared by you having a flyer and promoting your procedures. This is going to help you to capitalize on the lucky bounces that the holidays will bring your way, growing your business significantly. . STEP FIVE – HOLIDAY GIFT GIVING There are so many ways you can go about giving gifts during the holiday season. The first step, though, is for you budget for it. What I instruct my clients to do is to create a list of accounts that they have received referrals from. Based on how deep they are in each account and what the relationship was like during the year, create tier A, B, and C for your top accounts. I recommend doing something more personalized for the people in tier A accounts as you should know them well. This is a great

way for you to be able to stand out from the competition and set yourself apart by recognizing who they are, as opposed to a generic gift. The B accounts, because you don’t know them as well, I recommend that you get something and donate it to the holiday party that they have. Every skilled nursing facility, assisted living, continuous care retirement community, and so on; they all have holiday parties. If your company were to donate a reasonably priced item, I recommend $50 maybe $100 in total, and then they raffle it off during their holiday party, it will give your company exposure. This will help you to get your foot in the door and allow you to be able to capitalize on it in the new year. Finally, your C accounts are the ones you really don’t know many contacts in. Do something a little bit more than a greeting card, but maybe a gift basket or some kind of item that people can share. An edible arrangement or something of that nature that you can build out for under $50. Again, it is something that is appreciated, it’s a great gesture. And this is the season for giving. Lastly, we all have accounts that will not allow us to give gifts, but there’s still something that you can do for them. What I recommend is to donate to a charity on their behalf. Make sure that you create a flyer or a postcard that you would give to the account that does not accept gifts, and it says, “In lieu of giving out gifts this year, we decided to make a donation to (fill in the blank) charity on your behalf.” This way, you can still give something, it’s giving back to the community and making a difference, and it still gives you the purpose of getting in front of your referral sources. CONCLUSION All in all, these things are going to

help you to establish yourself strongly heading into the new year. It takes a little bit of work, but by planning your work and then working your plan, you will be able to have a transformational fourth quarter. As you’re moving into the New Year, I also strongly recommend that you look at what’s going on in your business as you begin planning for 2024. If you find that your business is not going in the direction that you wanted or even with doing some of these things here, you feel that you need assistance, I highly recommend that you go to our website www.homecareevolution. com and register for an appointment so that we can help you blow away the competition.

Beyond The Crisis:

Paving The Way Forward For The Home Care Workforce Brandi Kurtyka Brandi Kurtyka is the CEO of St. Petersburg-based MissionCare Collective, the parent company of myCNAjobs, CoachUp Care, and MissionCare. Brandi started the business with her husband Nathan nearly eleven years ago and is now on a mission to change the culture of care. Supported by a nationwide team, MissionCare connects millions of caregivers to work and training each year and serves more than 8,000 companies. Brandi and Nathan reside in Snell Isle with their four kids, Sofia, Simon, Estelle, and Isaac, and enjoy solving hard problems, spending time on the water, and serving those less fortunate with a passion for helping people. https://www.missioncare.com/

ome care agency owners seeking to attract, recruit, and retain home care providers are only focusing on one key persona - caregivers with past experience that want to build a career. However, there are six distinct personas in the industry with various backgrounds and motivations. By understanding the labor pool, agency owners can be better equipped.

Brandi Kurtyka, CEO of MissionCare Collective, highlights a pressing concern that’s sweeping across home care agencies nationwide. The challenge? Recruiting and retaining the caregivers essential to meeting the needs of an ever-growing population. With 85% of agencies struggling to serve new clients due to a workforce shortage, it’s evident that the industry is navigating a significant crisis. This article aims to not just spotlight the current state of home care but also to offer actionable strategies that agencies can employ to fortify their workforce.

Providers: Data shows that almost half of caregivers call in sick at least twice a month due to transportation and childcare hurdles. Wage concerns also persist, with a negative -$2 to -$4 competitive wage index, meaning a care worker could earn more with the same or less skills by leaving the industry.

The current situation paints a somewhat bleak picture, according to a new provider study. Particularly hard-hit are small and medium-sized agencies, which are reportedly turning down an average of 510 care hours per month. Adding to this concern is a perceived decline in the quality of care by 40% of agencies. These troubling trends, compounded by systemic challenges like racial bias and ageism, make for a daunting scenario. “The combination of falling quality and systemic biases present a compelling call to action,” urges Kurtyka.

These issues underscore that an allencompassing approach is necessary, focusing on recruitment and the wellbeing of existing employees. “At the end of the day, supported caregivers deliver the best care,” adds Kurtyka.

In addressing the root of the problem, it’s vital to understand the unique challenges facing both providers and caregivers. Here’s an overview of the current landscape from their perspectives:

Caregivers: On their end, caregivers confront financial hurdles, being seven times more likely to live in poverty. Moreover, they’re three times more likely to experience anxiety and depression.

shifts that benefit the home care industry and its workers. 2. Widen the Net: Diversify recruitment strategies to draw a broader range of candidates. According to the 2022-2023 Direct Care Workforce Study there are 7 key personas working in care, and most agencies are focused on one to two. 3. Cultivate Inclusivity: Teach clients about the importance of diversity and inclusion among caregivers. 4. Use Data Wisely: Use recruitment KPIs to enhance internal efficiency.

To practically address these challenges, it’s crucial to adopt a methodical, innovative approach to drive workforce growth. Kurtyka proposes an eight-step guide: 1. Raise Your Voice: Advocate for policy

5. Encourage Continuous Improvement: Foster a culture of constant testing, learning, and optimization. 6. Build Relationships with Caregivers: Implement engagement strategies to foster loyalty among caregivers. 7. Foster Caregiver Community: Promote the formation of supportive networks among caregivers.

8. Retain Through Coaching: Use a 15-minute retention framework to reduce turnover and boost revenue. By integrating advocacy, diversified recruitment, continuous improvement, and caregiver support, agencies can work towards reversing the current workforce crisis to both build workforces where people thrive, but also ensure the ability to deliver the care being needed to serve our future.

To learn more about MissionCare Collective, visit www.missioncare.com https://www.missioncare.com/ workforce-report-mcc

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Is a CHHA SCHOOL Right For You Debbe Bourgoin

Debbe Bourgoin is a Registered Dietitian (RD) who came from having a business as a nutrition consultant to making a career change in 2011 to be a Visiting Angels owner & director. Her Visiting Angels territory is Cape May and Cumberland Counties, along with parts of Gloucester & Salem Counties. Debbe was fortunate to have been born and raised and still lives in the beautiful seashore town of Brigantine. Debbe’s family also lives in Brigantine with her two beautiful grandchildren, DJ and Stella. https://www.visitingangels.com/capemay/home

start to a new career began in 2009. What I thought was my lifelong career as a registered dietitian (RD) was not allowing me to have the revenue I required to do things in life I wanted, including retiring. I was in a deadlock and could not continue to grow my dietitian business. I knew what I wanted to do since high school. It was not only my career, but it was also my way of life for myself and my family. I am a true believer that a healthy lifestyle gives us our health and quality of life. Over 70% of what happens to us on the medical side is lifestyle related.

In November of 2010 I found my new career as a Visiting Angels Owner and Director. As an owner of Visiting Angels, I could still use my business and interpersonal skills, as well as my nutrition and medical background with the clients. I loved the concept of being able to keep seniors at home and as safe and healthy as possible. We opened our doors in March of 2011. My territory in New Jersey consisted of Cape May and Cumberland County. Cape May County consists of several high-end shore towns and a small number of towns where caregivers can afford to live. Cumberland County on the other hand is a lower income area with many possible candidates to become Angels. We initially tried to have the Cumberland County caregivers come to Cape May County to work. However, we found out quickly traveling to Cape May County from Cumberland County could easily take 30 to 60 minutes to get to their clients home. We tried paying more and adding in a mileage stipend, but not enough of the Cumberland County caregivers were willing to drive that far. This left us with many clients we were unable to service. NJ is a licensed state with strict requirements. All private duty homecare agencies had to become accredited in 2018. All hands-on care must be done by CHHAs. Even if a

caregiver was a CNA they have to take a bridge course to become a CHHA. In 2016 I became aware of a company that had a school curriculum that was approved by the NJ Board of Nursing for private duty home care agencies to utilize. This meant that we would have to deal with the NJ BON on a regular basis, which is extremely challenging in and of itself. I really did not know if I wanted to add that stress into the business. We tried sending companions to a stand-alone school to become

certified, but we had to work with their school schedule and the school on the actual licensing. Even though we would pay for half of the students’ school when they came back to work with us, they didn’t always come back to join our team. A year went by with all of the things we were working on for recruitment of caregivers, and we were still struggling with having enough caregivers. In 2017 I decided to have the

agency be a school provider. It took the team several months to put everything together to make it happen. Fortunately, there was enough space in our present office building that we could grow into for the school. I was very fortunate that a CNA school in the area was closing, and I was able to buy almost all of the supplies that were needed at a very good price. In January 2018 we were able to open the school doors. The NJ BON approved the 60 hours of education to be done online and the 16 hours of clinicals were done in the office by an RN that we hired just to do the school. This worked great until Covid came. At the beginning of Covid the company that we were using was sold to another company that was not approved by NJ BON yet. So, our RN team came together and started giving the entire course through zoom. Our nurse educator was a very seasoned RN who was not afraid of working with the students in person. Once the state allowed the students to come back into the office, we had them come in wearing their PPE. This allowed us to stay open during Covid and continue to grow. Care Academy is the company that we are presently using for our school. The NJ BON approved them for the 60 hours online and 16 hours of clinical. Being able to do the education online is

a big cost savings of not having to have the RN teach the entire 76 hours. This allows much more flexibility for the students, especially if they are working or have other family responsibilities. When we switched to this model, we were concerned the students were not going to do as well with doing the education on their own, but it has been working out fine. There is a test after each section and the nurse educator can see the test results. The education part is reviewed in the clinical supervision conducted by the nurse. The clinical is done over 3 weeks, one day per week for 6-hours. The downside of having an RN just for the school didn’t allow our nurses to become familiar with these caregivers. We are currently using our DON to teach the school, which allows for a better relationship to be built with the students from day one. Having the students come into the office for school allows the office team an opportunity to get to know the student and for the students to get to know us. It is like a 3-week interview. It gives us a better view of who to hire. We see who comes in on time, who is doing their classes on a timely basis and the clinical skills of the possible caregivers. We do not hire all of the students who attend the school, some do not finish school because of their own life issues. I personally feel the shortage of caregivers is partially due to the way home care agencies are run. For the

most part Caregivers are just put out into a client’s home without much information on the client and are expected to make it work without support in the field from the agency. With the education and support of the Home Care Evolution team we have been able to develop a care management program to support the caregivers and clients in the field. We have always been an agency that knows our caregivers are the heart and soul of the agency. Without them we do not have an agency. With the care management services, we are now able to demonstrate to the caregivers how important they are. The care managers also act as mentors to the students that we hire. This allows someone who has never done this work before to build confidence and skills needed to stay in this field.

that is needed. The manager also must be on top of the BON because it is not always a smooth road to get their license approved by the New Jersey BON. The cost of the school is about $1000.00 per class for the cost of the RN and Care Academy. Our space for the school is small so we cannot have more than 6 students. We usually average about 4 students, which gives us $800.00 towards the total cost of running the school.

Our data from the last 6 months shows that we have hired 36 caregivers, 80% came from the school. We have an 80% retention rate with caregivers that came from the school and 70% retention of non-school hires. If we did not have the school, it would be 22 less caregivers in the six-month time span that would be available to work with clients. For 2022 we saw almost Our recruiter manages the school. the exact same statistics as what we are We get applicants for the school from seeing for the first 6 months of 2023. Indeed, word of mouth, Visiting Angels Having a school as part of our toolbox corporate advertising, and our website for recruitment has enabled us to and advertising locally. The school continue to grow while providing quality itself is not a money maker. We charge services. We have presently hit 3200 $280.00 which includes their state hours. The agency has received Home license. In the beginning we charged Care Pulse Awards for Provider of $480.00 and then the students would Choice, Employer of Choice, Leader in get back $200.00 when they came Experience and Top 100 in Experience to work with us. But ever since Covid for the past two years. people have not had the additional Even though a school does not $200. To manage the school, you must completely solve the caregiver shortage, have someone that is very patient, has we have found that it is a huge help! committed time in their schedule, and The school allows us to provide the best is committed to helping the students. care possible to those clients we can There is a good amount of handholding serve.

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FIVE TIPS for Recruiting Nicole Peretti Home Care Evolution Nicole Peretti is the Executive Director of Home Care Evolution, and co-founder of the nonprofit The Institute for Dignity and Grace. She graduated from Rowan University with a degree in Business Administration, and a specialization in Marketing. She oversees all day-to-day operations of both businesses, ensuring they are run properly. Nicole is also a business coach, and has worked one-on-one with many clients, who are typically home care business owners, all over the country. She works closely with them to ensure they are using best practices and operating their companies with integrity and a focus on proper patient care.. https://homecareevolution.com/

f I had a quarter for every time I heard, “recruiting is so hard!” or variations of that claim, I’d easily be retiring next week. Having worked as a recruiter myself for several years (in a different industry), I have a deep understanding of the frustrations here, and I’m right there with you in solidarity. Recruiting IS hard! Depending on the day, it is probably the toughest part of running a home care agency. Of course, there are many reasons why people may say it is so challenging, but speaking from my own experience, I’d say it’s because it never stops.

You almost have to become like Arnold Schwarzenegger in the Terminator movies, where no matter what happens…you have been shot, melted, crushed, arm ripped off, etc., you have to KEEP going! With that in mind, I have put together my top 5 tips for handling this crucial and unavoidable aspect of running a home care agency.

ADOPT A SALES MINDSET As with sales, recruiting truly is an art form. Recruiters must establish connections with potential candidates to understand their career aspirations, motivations, and goals. By building rapport and trust, recruiters can effectively communicate the benefits of joining their team and create a positive candidate experience. While sales professionals excel at selling the value of their products or services, recruiters must effectively sell the opportunity and benefits of working for their agency. They need to highlight the company’s culture, advancement opportunities, compensation, and other unique selling points to “seal the deal.” By showcasing the agency’s strengths, related to what each candidate is looking for in a job, recruiters can differentiate themselves from competitors and entice candidates to consider their offer over others. A recruiter may also need to overcome objections, such as concerns about salary, scheduling, difficulty of work,

etc. Recruiters must be prepared to address these objections by proactively discussing these concerns and providing responses that alleviate any doubt or hesitation. Recruiters should also be prepared to negotiate and be skilled at guiding the candidate to make the decision and accept the offer. Adopting a sales mindset in the recruiting role can make a huge difference in your numbers.

KNOW HOW TO INTERVIEW Recruiting and interviewing are two crucial components of the hiring process, but they serve distinct purposes and involve different activities. While recruiting aims to attract and select qualified candidates, interviewing focuses on assessing the suitability of candidates for the specific role in the agency. Recognizing the difference between these two processes is essential for building an effective hiring strategy. When looking to fill caregiver positions, the interview portion of this process should be fairly short and sweet. If the person has all the required skills and qualifications necessary for the role, and they have a complete understanding of everything involved, this is an opportunity to get a “feel” for them and see if you want them to represent your agency while working with your clients. Keep in mind that the goal here

is to eliminate the wrong candidates vs. finding the best candidates. I recommend asking candidates to tell you about the best boss they ever had, followed by the worst boss they ever had. Listen to their responses to each question and note their tone, body language, passion, voice inflection, and even the faces they may make. These two questions can save you a lot of trouble in the long run, by avoiding a terrible hire who appears great on paper. If you’re meeting with a person and get a “weird sense” that something isn’t right…trust your intuition! I always ask, “what kind of music do you listen to?” or “what is your favorite movie and why?” in interviews. These simple things can tell you so much about a person, and if they are around a long time, these are good things to remember about them and call back on later. It also helps me to get an idea of their personality and if they will fit in with the rest of the team.

IT’S A NUMBERS GAME Recruiting is all about casting a wide net to attract a diverse range of candidates. By reaching out to a larger number of potential candidates, recruiters increase the chances of finding individuals with the right skills, qualifications, and cultural fit to the agency. A larger candidate pool provides recruiters with more options and enables them to be a bit selective with whom they move

forward in the process. In general, more total candidates equals more quality candidates, so focusing on quantity over quality with the first couple steps in the process is important. Make it easy to apply for a job with you by accepting applications from many sources, including walking in your door unannounced and filing out a paper application. The more people a recruiter interacts with, the more skilled they become and are better able to see what they are looking for quickly, know who they need to eliminate, refine their process, and recognize those gut feelings when they happen. Utilizing these enhanced skills, the more likely they are to find the hidden gems. As mentioned in my opening paragraph, recruiting is not a one-time event; it is an ongoing process. Engaging with a larger number of candidates allows recruiters to build a robust talent pipeline for future hiring needs. Going back to the sales mindset here, the more rapport you build and the more you learn about the candidates, the easier it is to determine where they may fall in your pipeline and when you should call upon them again for future opportunities. By maintaining relationships with a wide range of candidates, recruiters can tap into this talent pool again and again, saving time and effort in the long run.

EMBRACE TECHNOLOGY TO MAKE THE JOB EASIER In today’s digital age, technology has revolutionized the way we do so many things, so it should be no different for recruiting. Back when I was in this role, we relied heavily on newspaper ads, which we sometimes changed daily and always weekly. We also went out late at night every Friday to hang signs on telephone polls and hammer “now hiring” signs into the ground, only to have to collect them every Sunday

night and do it again and again. We went to college campuses at 6 AM and walked from building to building, into every classroom to put a flyer on every seat and write the ad on every chalkboard. That was hard work, but we did it because we trusted the process and knew the payoff would be there. IF ONLY we had the technology that is available today! There are aps and platforms galore, there are digital job boards and services that enable you to post to all of them in one click. There are automated bots that will immediately follow up with every single applicant who applies to work for you, and then maintain communication with them up to and even through the interview process. This is amazing to me and if you are not jumping on board with these services, you are missing the boat because I can guarantee you that another company (or many) in your territory are signing up for these services.

tasks it will always feel challenging and repetitive. When you focus on the positive aspects, such as finding hidden gems, and making a difference in people’s lives, it can feel incredibly enjoyable and rewarding. From connecting with compassionate caregivers to shaping the future of an agency, recruiting offers a rare blend of excitement and satisfaction. Engaging with individuals from diverse backgrounds, learning about their experiences, and understanding their career aspirations can be incredibly fulfilling. One of the most exciting aspects of recruiting is discovering those hidden gems who possess exceptional skills, unique perspectives, and untapped potential, while perfectly fitting the agency’s needs. Recruiting is not solely about filling positions; it’s about shaping the future of an organization. By finding the right individuals who align with the company’s values and goals, recruiters contribute to building high-performing teams The other piece of this technology and driving the agency’s success. By puzzle is that you must learn how actively seeking out candidates from to use it properly. Participate in the different backgrounds, cultures, and available training, ask questions, read the perspectives, recruiters contribute to tutorials, search on YouTube for tips and creating a more inclusive and innovative best practices, and get consulting on work environment for all, which can be how best to use it. The services available incredibly rewarding. nowadays are incredible tools, but you Recruiting is not without its moments have to use them correctly for them to of celebration. The joy of successfully be effective. Imagine trying to hammer placing a candidate in a role they are a nail into a stud in your wall, and you passionate about, witnessing their are using a spoon. Now imagine trying growth within the organization, and to eat a bowl of soup with a hammer. seeing the positive impact they make You get my point. Keep up with the can be incredibly gratifying. Celebrating times and your recruiting efforts can these milestones and achievements soar to new heights. with candidates and colleagues adds a sense of fulfillment to the recruiting FIND THE JOY IN THE process. PROCESS Yes, we all know recruiting can be Recruiting is not just a job; it can be a “the worst,” but we also know that it’s all fun and fulfilling experience. about perspective. If you focus on the challenges and never-ending, repetitive

TOP TRENDS

to Transform Your Business from the 2023 HCP Benchmarking Report Louie Frank HCP’s Chief Revenue Officer Louie Frank has over 18 years of experience in sales and marketing within the B2B software industry at the executive level. Prior to joining HCP as Chief Revenue Officer, Louie served as Chief Marketing Officer for Vanco, where he spent 6 years playing a key role in scaling the business and achieving accelerated revenue growth. Outside of work, Louie can be found coaching youth sports and spending time with his wife and two kids http://www.homecarepulse.com/benchmarking

he future of the care continuum is holistic— which means the trends, threats, and tactics look a lot different than they did a few years ago. Benchmark your performance against the industry with compelling new trends from the 2023 Report.

We’re seeing a significant shift in the state of the post-acute care industry. As employee satisfaction rates drop, training strategies are tested, and customer growth rates accelerate, the HCP Benchmarking Report is forecasting the patterns, trends, opportunities, and threats facing the industry in 2023. Make data-driven business decisions with these top findings on sales and marketing, recruitment and retention, training, finance, operations, and customer and employee experience. SALES & MARKETING —FINDING #1: It pays to create a buzz-worthy reputation in the post-acute care industry. Successful post-acute care marketing looks like creating a lasting employee

pay off in the long run. This is likely why providers paying above the 75th percentile saw 12.6% lower turnover; although employee referrals have the highest acquisition cost, they produce the lowest turnover rate.

and customer experience that speaks for itself—and lets your reputation do the advertising. As the top marketing source with the lowest turnover rate, past and current customer referrals generate over one third of all revenue. It also pays to pay attention. In the past year, providers who tracked every inquiry about their services saw a higher median revenue by over $1,215,759 compared to those who didn’t track all inquiries. Likewise, Care Intelligence Platform users saw a 57% increase in annual inquiries, which may be why HCP users thrived during the pandemic compared to the rest of the industry. Create a buzz-worthy reputation by being one of the 26.8% of providers prioritizing strengthening their relationships with referral sources in 2023. RECRUITMENT & RETENTION —FINDING #2: Providers are losing customers and employees to quick wins—retention is an investment. In home care, R&R doesn’t stand for rest and relaxation; instead, providers are finding themselves caught in the revolving doors of recruitment and retention. Three quarters of all providers had

to turn down cases due to the care professional shortage. This is likely due to high turnover, which spiked in the last year after staying steady for the last 3 years, reaching a staggering 77.1% annual turnover rate. The median home care customer growth rate jumped back to prepandemic numbers after a sudden dip and sharp rise in the last two years. This is likely related to recruitment sources and the reason 40% of all providers are prioritizing recruitment and retention programs. Although Indeed continues to be the most popular recruitment source, it produces the highest turnover rate, similar to other online recruitment platforms. To resolve this recruitment and retention black hole, it’s worth investing in compensation packages and recruitment sources that produce long-term satisfied employees that

TRAINING —FINDING #3: Professional training programs produce the highest ROI and cost the least in the long run. After lack of adequate training made it to the #2 complaint from employees in the last year, providers are ramping up their training efforts—and those who are doing it strategically are seeing the highest Return on Investment. Offering 5 additional hours of training was the difference between being extremely impacted by staff shortages or not at all. 74.2% of providers now use a professional training program to generate the highest revenue and lowest overall turnover rate. This makes sense when you look at acquisition cost to median revenue per care professional. While in-house training cost the least in acquisition, it also produced the lowest revenue per employee at $13,835. See an increase of $681,672 in revenue by offering at least 8 orientation hours and 12 hours of ongoing training.

The good news is that the average Overall Care Professional Satisfaction Score received a 9.1, which means your employees are satisfied.

FINANCE—FINDING #4: The success of the industry lies in the ability to retain hourly care employees, but turnover is the worst it’s been in 5 years.

OPERATIONS—FINDING #5: Customer turnover rate has been declining for the last 5 years, but less than a third of providers are capitalizing on that success.

Rumors of an expanding industry customer base prove true as historical median revenue rose by $52,192 in the last year, the highest annual increase in the last 4 years.

In the last year alone, customer turnover dropped by 5%, resulting in an average 50.2% turnover rate—the lowest it’s been in 5 years. This post-acute care win means that more customers than ever are enjoying your services enough to stay long-term.

However, a sharp decrease in 2023’s weekly billable hours for both livein and hourly care may be cause for concern as rates are the lowest they’ve been in 5 years. As hourly care remains the top service offering, producing 85.9% of all revenue, it will be imperative for providers to recruit and retain hourly care staff to keep up with the demand. In an effort to bridge the gap, providers are diversifying their top 5 payer sources: private pay, longterm insurance, Medicaid Waiver program, Veteran Administration programs, and direct Medicaid billing.

However, only 26.5% of providers are taking advantage of reputation management software to solicit and collect these positive reviews. There’s more that providers need to track to improve revenue, including crucial KPIs like hospital readmission rates—a metric less than one third of providers are currently tracking. CUSTOMER & EMPLOYEE EXPERIENCE—FINDING #6: Providers who gather and act on employee and customer feedback retain customers 20% longer.

The bad news is that they aren’t satisfied enough to recommend their friends to come join them, as eNPS dropped to 6.7. Which proves that gathering and acting on their feedback matters. Organizations that use HCP retained customers 20% longer, likely contributing to the average Net Promoter Score and Overall Customer Satisfaction Score increasing this year. Gather and act on your employee and customer feedback to become the company that employees

recommend to their friends and customers recommend to their loved ones. Want to dive into the results yourself? Use code hce600 for $600 off your own copy of the 2023 HCP Benchmarking Report at http://www.homecarepulse.com/ benchmarking.

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