Patients at Hospice of the Western Reserve don’t have to change their ways or needs to be a customer at the hospice. Rather, the nonprofit, community-based organization believes in the philosophy of “Meeting patients and families where they are.” That means recognizing that everyone is different and respecting patients’ families, choices, cultures and lifestyles.
To reinforce that belief, CEO David Simpson and Western Reserve, which cares for patients and families across Northeast Ohio, created specialized programs for various diseases, including cardio-pulmonary disease, dementia and renal disease. The hospice also created a program called “Peaceful & Proud,” which provides personalized care for veterans in an effort to meet specific needs of patients and caregivers.
In order to maintain this high level of customer service, the hospice continually surveys patients, families and the medical community with which it works.
Ten days after a visit, the hospice sends patients and families initial surveys, asking questions pertaining to admission and introduction to hospice care. Surveys are also sent to families and physicians after a patient dies as a tool to improve care as well as to evaluate the services and encourage feedback and communication.
In addition to conducting the surveys to achieve top-notch customer service, potential employees are informed during the interview process about the importance of team-work. Once on board, new employees stay focused on customer service thanks to the hospice’s three-month orientation process. The staff is also taking part in learning the Adaptive Design process, which is focused on the staff delivering ideal patient care and providing every patient with what is needed, when and where it is needed.
HOW TO REACH: Hospice of the Western Reserve, (866) 747-0142 or www.hospicewr.org