Guardian Healthcare: Raising the Bar on Care Delivery with HEALTHCAREfirst’s HHCAHPS Insights

Customer Success Story Shows Guardian Healthcare Leverages HHCAHPS Insights for Staff Training and Improving Service Delivery

(Louisville, KY) May 1, 2014 – HEALTHCAREfirst‘s Deyta, LLC announced today the release of a customer success story on Guardian Healthcare called, “Raising the Bar on Care Delivery with Deyta’s Comprehensive HHCAHPS Program.” This story on Guardian Healthcare focuses on how Guardian has optimized service delivery by leveraging HEALTHCAREfirst’s HHCAHPS benchmarks for performance improvement.

Guardian Healthcare places such an emphasis on service that they have a whole department dedicated to ensuring system-wide service excellence. In making the transition to the CMS required HHCAHPS Survey in 2010, Guardian gained a new toolset for proactively managing staff and operational processes as well as new perspectives on performance with valuable comparative analysis to Deyta’s national benchmarks. “With Deyta’s reporting insights, the leadership team developed a greater understanding of how our results make a difference,” said Lisa Fallin, Customer Service Specialist.

As a patient advocate, Fallin oversees HHCAHPS and worked with Guardian’s leaders to institute a corrective action program using Deyta’s Comment Alert! System, which immediately notifies HHAs of any negative or serious comments. As staff education opportunities are identified, Fallin works with a clinical education specialist who provides in-services to staff, teaching them ways to address various issues with patients. Like many HHAs, primary areas of focus for Guardian have been communication about the side effects of medications and home safety.

“I love Deyta’s Public Reporting Dashboards because they allow us to easily see all of the publicly reported measures and easily drill into what questions may be influencing the overall composite scores. I’ve seen reports from other vendors and they are complicated. Deyta makes our data easy to understand and presents it in a way that it becomes actionable,” added Fallin.

By instituting new processes and proactively engaging staff with patient feedback, Guardian Healthcare saw measurable improvement over a one year period. From Q1 2013 to Q4 2013, they improved company-wide performance on the Overall Rating of Care question by 2.3 percentage points to exceed Deyta’s national benchmark by almost a percentage point for Q4 2013. For the same time period, they also improved on the Willingness to Recommend question by an impressive 4 percentage points, exceeding Deyta’s national benchmark by 2 percentage points for Q4 2013. Many agencies the size of Guardian find it extremely difficult to move the needle on performance more than a percentage point over a one year period. For Guardian, this kind of performance improvement represents an agency not only dedicated to providing high quality care but one that is agile enough to develop and execute meaningful system-wide processes with a real impact.

“Deyta’s comment alerts, easy-to-read reports and responsive client service manager have been central to our improvement,” said Fallin. “We’ve even requested custom reports to gain deeper insights into our data and Deyta has delivered.”

To read the complete story on Guardian Healthcare, click here. To learn more about Deyta’s comprehensive HHCAHPS program or other solutions advancing home care, visit www.healthcarefirst.com or contact connect@healthcarefirst.com.