The VNA has been a leader in the effort to maximize customer satisfaction in the home health industry. We spend a great deal of time and resources measuring, analyzing, and acting upon satisfaction data, which we garner from an extensive survey process. Our results are consistently in the 95%+ satisfaction range. For our latest results, click on the appropriate survey.
VNA - Nursing and Rehabilitation
Satisfaction surveys are mailed to discharged patients. The survey was developed by Fazzi Associates and provides comparison with over 24,000 home care patients throughout the United States. The survey collects patients perception of overall satisfaction and quality of services and professional staff.
From April – June 2008, the patients reported being completely satisfied, very satisfied and satisfied with overall satisfaction was 98%.
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VNA - Respiratory and Infusion Pharmacy
Satisfaction surveys are sent monthly to respiratory and infusion pharmacy clients who began services the previous month. The survey was developed by Strategic Healthcare Programs (SHP), a national company who is recognized as an industry leader for web based tools for performance management – outcomes, benchmarking, and business intelligence data for patient satisfaction.
Respiratory Care Services
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Infusion Pharmacy Services
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Referring Physicians and Discharge Planners Satisfaction
Satisfaction of VNA patients and physicians is vital to our evaluating our services and constantly improving them. We annually send surveys to physicians and discharge planners who refer patients to home care services. The surveys help identify ways to improve our services.
In September 2008, the percentage of physicians reported being Completely Satisfied, Very Satisfied or Satisfied was 97%.
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In November 2008, the percentage of discharge planners reported being Completely Satisfied, Very Satisfied, or Satisfied was 99%.
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Patient Outcomes Against National Benchmarks
Our main purpose at the VNA is to help our patients live independently in their homes, with the fullest possible function.
As you can see from these charts, we help patients out of the hospital, and out of the emergency room at a rate that is better than national benchmarks.
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Why is this information important?
Most people would rather stay at home and take care of themselves rather than go into a nursing home or hospital. If a high percentage of home health agency’s patients stay at home after an episode of home health care ends, the home health agency has done its job of checking their patient’s health status at each visit to find and treat problems early. Home health staff can help you stay home by doing things like checking to see that you are getting the treatment and medicine you need and are eating and drinking properly, and by letting the doctor know of any changes to your health.
We at the VNA keep our patients home after their home health care ends at a higher rate than the National and New York State percentages.
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Why is this information important?
Some inpatient hospital care may be avoided if the home health staff is doing a good job at checking your health condition at each visit to detect problems early. They also need to check how well you are eating, drinking and taking your medicines and how safe your home is. Home health staff must coordinate your care. This involves communicating regularly with you, your informal caregivers, and your doctor and anyone else who provides care for you.
Patients of the VNA needed hospital admission at a lower rate than the National and State percentages.
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Why is this information important?
A home health care provider may refer a patient to emergency care when this is the best way to treat the patient’s current condition. However, some emergency care may be avoided if the home health staff is doing a good job at checking your health condition to detect problems early. They also need to check how well you are eating, drinking, and taking your medicines, and how safe your home is. Home health staff must coordinate your care. This involves communication regularly with you, your informal caregivers, your doctor, and anyone else who provides care for you.
VNA patients visit the Emergency Room at a lower rate than National and State percentages. |
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