Agency receives Patient and Family Satisfaction Award

VNA Community Healthcare & Hospice recently received Fazzi’s 2019 Patient and Family Satisfaction Award of Distinction.

The awards are determined in the home healthcare and hospice fields by the Consumer Assessment of Healthcare Providers and Systems (CAHPS) – a set of surveys that asks patients to report on their experiences.

VNACHCH received an overall rating of hospice care of 96 percent, higher than the national average of 85 percent and the state average of 88 percent. The agency saw high responses in all survey categories, including communication, timeliness of care and information continuity. Of those surveyed, 96 percent responded that family members were always treated with dignity and respect, and 93 percent said they were never confused by information provided by the hospice team.

With respect to symptom management, 85 percent of respondents said their loved one got as much help with pain as needed and zero clients responded that they did not feel the received adequate help with pain management. In terms of emotional support, 93 percent of families said the emotional support during the hospice experience was what they needed, and 89 percent said the same of their emotional support after their loved one died.

The HHCAHPS and Hospice CAHPS Top 25 award is presented annually to organizations that subscribe to Fazzi’s Patient and Family Satisfaction Services and have demonstrated superior performance in overall satisfaction results, according to information from Fazzi, which is a national consulting, education, revenue cycle and best practice research firm that specializes in the home health and hospice industry.

VHA Community Healthcare & Hospice was recognized among the top 25 percent nationally of best practice agencies in Fazzi’s database, based on a comparative analysis of overall satisfaction.

“They are proven leaders that have excelled in one of the most important measures of an agency’s quality program – patient and family satisfaction,” the Fazzi announcement of top agencies reads. “We are incredibly proud of these agencies’ significant accomplishments and pleased to be their partner in one of the most important quality initiatives.”