Best practices “3 questions” to improve client relationships, client experiences, client...
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Transcript of Best practices “3 questions” to improve client relationships, client experiences, client...
Best practices
“3 questions”
to improve client relationships,client experiences, client satisfaction
& job satisfaction
Purpose of the session•Introduce a best practice in working with clients
– Reasons– Expected results– What it means to you– Technical details
• Overall, client satisfaction scores are lower for personal support than other services– Out of 100
•Nursing – 80+•Rehab – 80+•Personal support – 60-70
• Looked to research and best practices to help improve satisfaction
Provincial CCAC Surveys with Clients & Caregivers
Clients said what is mostimportantto them
That we listen carefully to them That we understand their needs That we are informed and up-to-date
about their care needs That we are thorough That we treat them with courtesy and respect
That we listen carefully to them That we understand their needs That we are informed and up-to-date
about their care needs That we are thorough That we treat them with courtesy and
respect
• BUT….there are different views about what PSWs are allowed to do
CCACsSupervisors
PSWsClients
• FORTUNATELY….for most PSWs, the idea of “small extras” is second nature!
• AND…a commitment to:support and celebrate the good work that PSWs do!
• Research shows client satisfaction is high when:
Clients havechoices
Clients havechoices
We show acaring attitudeWe show acaring attitude
We are a team,sharing info
We are a team,sharing info
We do the“small extras”
We do the“small extras”
• Research at Toronto Central CCAC suggested:–Clients rated their care as
EXCELLENT instead of good.–PSWs felt appreciated and
reported that their clients were also happier.
• So….. the 3 QUESTIONS:1.Most important thing?2.Anything before I go?3.Anything to tell the office?
• Research shows client satisfaction is high when:
Clients have“choices”
Clients have“choices”
We show a“caring attitude”We show a“caring attitude”
We are a team,sharing info
We are a team,sharing info
We do the“small extras”
We do the“small extras”
Possible Responses to a Request
If you can doit in the time,
go ahead
Don’t worry about whether it’s authorized
The only limits:your safetyand comfortclient safety time
Can you dopart of it or
get the clientstarted on
his/her own?
Examples:• Make a sandwich • Put on my earrings• Fill the milk jugs• Dry the dishes• Feed the dog• Water the plants• Tea or juice
When PSWs ask, clients usually request
things that can be done in the time available and are
within normal scope
Do you have to say “yes” to every client request?
Examples:• Make a sandwich • Put on my earrings• Fill the milk jugs• Dry the dishes• Feed the dog• Water the plants• Tea or juice
When PSWs ask, clients usually request
things that can be done in the time available and are
within normal scope
When you can’t do it or don’t know how or
don’t have time or it’s not safe
Say yes and no at the same
time: “I’d like to help. Let’s make time for
that at my next visit.”
Offer to find a “yes” answer:
“Why don’t I see if the CCAC or my
Supervisor can find a way…?”
Advice from those who’ve tried it:
Ask the questions every visit so it’snormal practice
Know your client&
how long things take
relationship with clientShow you care about
their needs & priorities
Don’t ask thequestions
like a script
1. Take the garbage out2. Defrost some chicken in the
microwave3. Feed the dog4. Deposit cheques5. Curl my hair6. Make my bed7. Cut my toenails8. Deliver a letter to my friend
next door
Possible client requestsPossible client requests
1. Most important thing?2. Anything before I go?3. Anything to tell the office?
3 ways of monitoring success-Feedback today-CellTrak-Client satisfaction scores
• 3 new tasks in CellTrak for every visit longer than 30 minutes:
Clt Q Most ImportantClt Q Additional HelpClt Q Message for Office
Clt Q Most Importantcup of tea
Clt Q Additional Helpnone
Clt Q Message for Officen/a na
• Questions, comments or concerns?
3 QUESTIONS:1.Most important thing?2.Anything before I go?3.Anything to tell the office?