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?