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Keys to Measuring Success in Home Health and Hospice 

Defining Metrics for Success

On the Client Engagement team, we really enjoy sharing how Forcura supports home health and hospice agencies to optimize productivity.  

We are passionate about helping our clients have a strategic view of their businesses so that they can provide the best patient care possible while running successful and financially sound organizations. 

Top-down Approach 

Our client partnerships begin with discovery, before any implementation of our healthcare workflow management platform takes place. We take the time to learn about your agency’s existing operations, what pain points your teams are experiencing, and what overall goals you want to achieve. We always advise our clients to review their current processes and establish standardized workflows suited to their objectives. These workflows cannot be tracked and reported on until they are adopted across the organization. 

Assessing and documenting your agency’s workflow creates a roadmap to start your journey to success. Once the baseline of your operations is established and understood by everyone involved, you can begin to effectively leverage tools that provide insights into how effective these current processes are operating. This is where the fun and the “A-ha” moments begin. 

When you understand your processes and you have the tools to effectively monitor them, you can easily see where bottlenecks exist and where true efficiency is delivered. 

Establish, Review, Revise 

Being able to track your organization's activity is square one for doing business in a modern economy. Once you’ve developed your processes and workflow, it is time to establish a plan and benchmarks to reach those goals you’ve expressed. 

Many of our clients ask, “Which metric should I focus on tracking and improving first?”. There is not necessarily a “right” answer to this question, as it is different based on each agency’s needs and objectives. 

The right technology solution should provide your organization with insights into every process involved in your overall workflow. Beginning with intake, it should enable you to see: 

  • how your staff is managing referrals from multiple sources;  
  • the volume of referrals that are being generated; and  
  • which staff members or locations are top performers worthy of replicating through best practices.    

For orders, you should see:   

  • how many are outstanding at any given time;  
  • the average turnaround times for signatures; and  
  • which signing providers habitually take the longest to sign and return them. 
     

Insight into these processes will guide you as you drill into your workflow further and determine what parts of it can be optimized.  

The following are eight key performance metrics Forcura recommends agencies monitor while using intentional processes and the right technology:  

  1. Number of referrals received  
  2. Average time to process a new admission  
  3. Average orders turnaround time 
  4. Number of outstanding orders 
  5. Number of days orders are outstanding for most delinquent providers 
  6. All the above, filtered by location 
  7. Number of referrals created by staff 
  8. Number of orders processed by staff

We hope this information is helpful and spurs you and your organization to look at your operational reporting a little differently. If you want to talk more about how Forcura’s workflow management solution drives connected care for better performance in your industry, please connect with us at sales@forcura.com 

Topics: Maximizing Back-office Efficiency

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