Delivering exceptional home care demands a comprehensive approach that blends empathy, skill, and operational efficiency. At its core, there’s a dedicated team of caregivers possessing expertise and compassion to address each client’s unique needs.
Personalized care plans must encompass medical, personal, and emotional well-being. Effective communication and collaboration among home care professionals, clients, and families are crucial for optimal outcomes.
Leveraging technology can streamline processes, improve care coordination, and enhance client monitoring. A supportive work environment that values employee satisfaction and development is essential.
Home care agencies can deliver excellent service by placing clients at the center of care, building strong relationships, and maintaining rigorous quality standards.
To shed some light on the same, we interviewed a home care industry expert to bring her perspective on successfully delivering home care services.
Who Did We Interview?
Rosalind J. Nelson-Gamblin is an independent consultant at RJNG Health Care Consulting. She is a seasoned subject matter expert with over 33 years of experience in education and regulation including long term care, supportive palliative care, home care, personal assistance services, and hospice.
Let us now delve into what she has to say about successfully delivering home care services:
As a public policy specialist and governmental agency representative, there were clear limits to the information and assistance I could provide to healthcare entities. Although I had latitude to interpret the regulations and give context and education for what a surveyor or investigator might review, I could not provide in-depth teaching on the operationalization of the rules.
Even when the solution to the non-compliance was minor.
In my current role as a healthcare consultant, I am free to assist entities with knowledge and tools to mitigate non-compliance and ensure health and safety for clients/patients while building competency and success in the industry.
I took off for a year after retirement and I have been in the consulting role for just under a year and a half. Yet, the home care industry is ever-evolving.
An interesting change is the evolution of AI for charting and capture of information in the client/patient record. I am fascinated by the innovation and modernization of this vital element of compliance.
As an ex-regulator who passionately supports the individualized nature of home care, I am cautiously watching the landscape and advising clients to ensure that using AI does not degrade notes and documentation or lead to “cookie-cutter” client/patient records.
As with using AI, I also see a key trend – using telecommunications and remote monitoring devices to give nurses and practitioners a real-time view of the client in the home or home-like environment.
I am excited by the prospect of affordable smart home solutions. These will enable individuals, with home care support, to remain independent longer.
While exciting, I hope the industry does not forget that home care is onsite care at the location where the client/patient needs you most.
As a previous regulator and public policy specialist, I can attest to the vital importance of collaboration among government representatives, professional organizations and associations, and patient advocates. Each has a unique perspective to lend to the discussion and a critical role in solving issues that present challenges to the industry and impact clients.
It would be inappropriate for me to share specifics about collaborative projects from my 33-year career. However, I can share the elements of such a successful collaboration when initiated by industry representatives:
– As with any project, there should be a clearly defined problem or “ask” that describes the issue. The ask should state why the issue is being created or exacerbated by the existing legal language of the statute or rule.
Work with a state or national association or organization to gather facts and data, gain representation, and flesh out talking points.
– If the statute or rule is not the problem, does it appear to be the interpretation or how it is being surveyed? If so, provide several examples of its application during a survey or investigation.
– Work with the association or organization to engage other affected stakeholders and demonstrate the scope and impact of the problem. Ensure representation among different demographics: large and small home care agencies – in rural and urban geographical and service areas, those with differing clientele, and representatives for licensed entities that impact home care, such as assisted living facilities, etc.
– If the home care industry prefers recommended or requested language, present it. Be aware that the adopted/published language, either in policy interpretation, statute for a legislative request, or rule may not be as recommended or requested.
It should, however, reflect the spirit of the request to the maximum extent. In most cases, the governmental partner will provide feedback per the direction.
When the change requested is not feasible, it is appropriate to ask for a discussion of that constraint. Is it the law? Is it administratively impossible for the governmental partner to affect the change requested? Is more discussion necessary so that the project may be revisited?
– Review and communicate at each opportunity presented. Provide feedback and comments to the association/organization and the governmental representative when requested and as per deadlines.
The primary challenges facing the home care industry are recruitment and retention of consistent and conscientious staff, shifting public perception of home care, and the staff’s safety in the workplace.
These also include obtaining clear direction and expectations from payor sources for timely reimbursement.
Rosalind J. Nelson-Gamblin’s insights offer invaluable perspectives on the evolving home care landscape – her transition from government service to consulting highlights the need for industry expertise in navigating complex regulations.
The emphasis on technology and personalized care underscores the future direction of the industry. However, staffing shortages, public perception, and reimbursement issues remain significant hurdles.
By fostering collaboration and embracing innovation, the home care industry can continue to provide exceptional care and support to clients and their families.
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