Session: "Just Fix My Intake." The Surprising Root of the Problem and Even More Surprising Solutions (NHPCO's 27th Management and Leadership Conference )

Thursday, March 29, 2012: 2:15 PM-3:15 PM

National Harbor 3 (Gaylord National Resort and Convention Center)

Primary Presenter:

Katherine Northcutt, RN

Area of Emphasis: Access, Community Engagement and Marketing
Learning Objectives:
1. Perform a thorough analysis of their current customer service level as it relates to processing referrals
2. Define a strategy involving the entire hospice team for improving access to care and re-branding the intake department
3. Execute an agency wide customer service strategy and monitor ongoing progress towards established goals in the referral and admission process

Many hospices have determined that all of their problems begin with their intake department and if these processes were “fixed”, everything else would fall into place. This presentation is based on those agencies that felt this way but after a thorough assessment, the problems were found to be more systemic and the solutions involved the participation of the entire hospice team. Faculty will discuss the solutions that improved access to care and increased the census and length of stay.

See more of: 60-minute session

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