Technology to Improve Hospice & Home Health Experiences

Hospice and home health agencies are placing a growing emphasis on patient and family experiences, especially through digital channels.

While many organizations are investing in digital tools for staff, some are going even further and providing a completely paperless experience for patients and family members. In this blog, we define the six most important technologies for driving patient and family experiences in the hospice and home health industries.

EMR or EHR system

Electronic medical records (EMRs) or electronic health records (EHRs) are computer-integrated systems that keep patients’ medical information and health history in one digital location.

EMR systems should help your patients and their family members to track their symptoms and progress, access educational materials, and even share their data with their doctors and caregivers.

When selecting an EMR or EHR system, you should consider:

Patient care – how is care and treatment documented? Is it easy to share information between staff and facilities?

Staff workflows – how can staff use the system to improve workflows and productivity?
Analytics – how are data and metrics used to assess and improve quality of care? –
Integration – what other systems does the EMR or EHR system work with?

Telehealth technology

Telehealth is especially useful for patients who are managing a chronic condition and who may need frequent care and monitoring—like someone receiving home health services.

Telehealth technology allows providers and patients to connect through video, phone, and/or remote monitoring and enables patients to meet virtually with health coaches and other specialists that may be critical to their care plan.

Some hospice and home health agencies are also using telehealth technologies to connect family members with providers. This can help family members who live far away feel more connected to their loved one’s care and understand what is happening during visits.

CRM Software

Customer relationship management (CRM) software is used by many industries and is designed to help organizations boost their customer experience—in this case, patient and family experience.

CRM software should act as the glue that holds your data from all of your other systems together. Think of your CRM software as the central database for all of your patient and family data that will help you:

Vritually manage the referral and onboarding process
Collect, store, and organize patient/family data
Send appointment reminders
Collect important documents from family members

Keep track of patient interactions
Measure engagement rates
Make improvements based on collected data
Improve communication with patients, families, and other providers
Track and forecast future needs

In addition, hospice agencies are looking to bridge the gap between providers to ensure each person’s care plan is seamless. Some agencies are using CRM systems in congruence with care coordination programs that bring together all of a person’s care providers — such as primary care physicians, specialists, and even family members.

Social Media

Social media platforms, like Facebook and Instagram, provide hospice and home health organizations with a powerful opportunity to engage with their communities and share important information, such as upcoming events and resources, as well as boost awareness for their organization.

Another important way that hospice agencies are using social media is to create and manage online support groups and forums where they can share information and invite patients and family members to discuss their experiences.

Conclusion

Technology offers hospice and home health organizations a great opportunity to improve patient and family experiences by increasing engagement with the organization, improving communication, and facilitating a better understanding of the patient journey. When selecting the right technologies for your organization, it is important to understand your current needs, goals, and culture, as well as the preferences of your patients and families.

If you need help selecting the correct technology for your organization, we’re here to help. We are experts in CRM software for healthcare organizations and we are HIPAA compliant. Check out our Healthcare capabilities today!

By Shaun Taberer, Senior Solutions Consultant

Shaun Taberer has experience as Senior Project Manager and Solutions Consultant at Faye. Shaun excels in partnering with clients and stakeholders to design and implement complex, high-impact solutions.