Thursday, March 27, 2014: 1:30 PM-3:00 PM
Potomac 1-2 (Gaylord National Resort and Convention Center)
Primary Presenter:
Katherine Northcutt, RN
Learning Objectives:
1. Describe a strategy for maintaining accuracy in the referral process and meeting all regulatory standards
2. Discuss a strategy to maintain a sense of urgency in the referral process and assist families with barriers to care
3. Execute an agency wide customer service strategy and monitor ongoing progress towards established goals
Many hospices have been challenged with building a referral process that not only addresses compliance and efficiency but also provides true customer service to the communities they serve. The challenge is to have all of the details needed for the referral and maintain a sense of urgency. Deciding which is most important is a struggle for most hospices and puts the staff in the intake department in a precarious position.
This presentation will focus on both internal and external customer service and how describe agencies can achieve both and develop a true customer service focused referral process.
Both large and small hospices will benefit from reviewing best practices and understanding how to build a referral process that meets the needs both from a customer service perspective and the internal need to “get it right” from the beginning. Case studies and best practices will be discussed.
See more of: 60-minute session