NewsLine - August 2011 - (Page 24)
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Providing Seamless Hospice Care
By Teresa Wheatley, RN, CHPN
H
ow do you assure a seamless 24/7 operation at your hospice? How do you enhance relationships and clinical practice while facing the challenges of staffing and growth? Are you able to respond rapidly when an admission or crisis visit is requested in the evening or early morning hours? At Hospice of Lancaster, we had been struggling with these very issues, but have also implemented some changes that are helping us improve external and internal customer service, enhance the service and responsiveness of our evening and weekend on-call staff—and provide more seamless hospice care. Recognizing the Need for Change We were experiencing an increase in our census. Our hospice is structured with eight home hospice teams that are each supervised by a team leader. With an increase in census, the team leaders needed to do visits as well as carry caseloads. They had less time to spend with their staff to
assure consistency of practice, answer questions, and provide guidance to those delivering direct care. As a result, the field staff was feeling very isolated and unsupported, while also trying to provide quality care. For example, calls from staff needing assistance were being missed or going into voice mail, and there were inconsistent messages being given concerning general practices. As we hired new staff members, there was also the question of ongoing training—who was providing it if the team leader was not available? There were many loose ends. This all led to poor internal and external customer service. We recognized that we needed to provide the same nonanxious presence for field staff that we expected them to offer to our patients and families. When a nurse calls to collaborate or receive assistance with a patient issue, that nurse does not want to end up in a voice mail box. Our solution? We developed a Clinical Support Team.
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NewsLine
Table of Contents for the Digital Edition of NewsLine - August 2011
Marketing Hospice: Ethical Practices
A Message From Don
We Earned Our Merit Badge in Clinical Excellence (display ad)
Recruiting Problems? HMR (display ad)
Helping Children Grieve
ChiPPS: A Gold Mine for Pediatric Palliative Care Resources
The Voice of NCHPP
Providing Seamless Hospice Care
Hospice in the Continuum: Partnering to Provide PACE
Collaboration. Big Picture Perspective. Masterful Results (display ad)
We Honor Veterans Products from Marketplace (display ad)
Back into the Spotlight: Hospice Behind Prison Walls
Free Online Videos About Hospice Care
WHV: Earning Your Stars May be Easier Than You Think
Hospice Outreach: Tailoring Your Message to Your Audience
New Pediatric Training Module
Member News and Notes
Regulatory Tip of the Month
Educational Offerings
Back Cover
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