Best practices

1. Best practices • “3 questions” • to improve client relationships, • client experiences, client satisfaction • & job satisfaction

2. Purpose of the session • Introduce a best practice in working with clients • Reasons • Expected results • What it means to you • Technical details

3. Overall, client satisfaction scores are lower for personal support than other services • Out of 100 • Nursing – 80+ • Rehab – 80+ • Personal support – 60-70 • Looked to research and best practices to help improve satisfaction

4. Provincial CCAC Surveys with Clients & Caregivers Clients said what is most important to them • That we listen carefully to them • That we understand their needs • That we are informed and up-to-date about their care needs • That we are thorough • That we treat them with courtesy and respect • That we listen carefully to them • That we understand their needs • That we are informed and up-to-date about their care needs • That we are thorough • That we treat them with courtesy and respect

5. BUT…. there are different views about what PSWs are allowed to do CCACs Supervisors PSWs Clients

6. FORTUNATELY…. for most PSWs, the idea of “small extras” is second nature!

8. AND… a commitment to: support and celebrate the good work that PSWs do!

9. Research shows client satisfaction is high when: We do the “small extras” • We show a • caring attitude We are a team, sharing info Clients have choices

10. Research at Toronto Central CCAC suggested: • Clients rated their care as EXCELLENTinstead of good. • PSWs felt appreciated and reported that their clients were also happier.

11. So….. the 3 QUESTIONS: • Most important thing? • Anything before I go? • Anything to tell the office?

13. Research shows client satisfaction is high when: We do the “small extras” • We show a • “caring attitude” We are a team, sharing info Clients have “choices”

14. Possible Responses to a Request If you can do it in the time, go ahead Don’t worry about whether it’s authorized The only limits: your safety and comfort client safety  time Can you do part of it or get the client started on his/her own?

15. When PSWs ask, clients usually request things that can be done in the time available and are within normal scope • Examples: • Make a sandwich • Put on my earrings • Fill the milk jugs • Dry the dishes • Feed the dog • Water the plants • Tea or juice

16. When PSWs ask, clients usually request things that can be done in the time available and are within normal scope Do you have to say “yes” to every client request? • Examples: • Make a sandwich • Put on my earrings • Fill the milk jugs • Dry the dishes • Feed the dog • Water the plants • Tea or juice

17. When you can’t do it or don’t know how or don’t have time or it’s not safe Say yes and no at the same time: “I’d like to help. Let’s make time for that at my next visit.” Offer to find a “yes” answer: “Why don’t I see if the CCAC or my Supervisor can find a way…?”

18. Advice from those who’ve tried it: Ask the questions every visit so it’s normal practice Don’t ask the questions like a script Know your client & how long things take relationship with client Show you care about their needs & priorities

19. Possible client requests • Take the garbage out • Defrost some chicken in the microwave • Feed the dog • Deposit cheques • Curl my hair • Make my bed • Cut my toenails • Deliver a letter to my friend next door 1. Most important thing? 2. Anything before I go? 3. Anything to tell the office?

20. 3 ways of monitoring success • Feedback today • CellTrak • Client satisfaction scores

21. 3 new tasks in CellTrak for every visit longer than 30 minutes: Clt Q Most Important Clt Q Additional Help Clt Q Message for Office

22. Clt Q Most Important cup of tea Clt Q Additional Help none Clt Q Message for Office n/a na

23. Questions, comments or concerns?

24. 3 QUESTIONS: • Most important thing? • Anything before I go? • Anything to tell the office?