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VNA Health Group
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In December 2021, the Visiting Nurses Association Health Group (VNA HG) initiated an electronic check-in system for a subset of home health patients in Central New Jersey. Each was sent post-visit SMS links to a secure check-in site. This allowed any questions or concerns to be forwarded to the clinicians.
Eight percent of 601 survey respondents in December 2021 reported issues such as inadequate pain control, changing symptoms, medication concerns, supply needs, and follow-up questions. A member of the clinical team subsequently contacted these patients. VNA HG noted an improvement in the HHCAHPS composite for Communication Between Provers and Patients.
Additionally, the modified net promoter score (mNPS) increased across all clinician types from December 2021 through April 2022. The mNPS is the difference between the top box percentage (very good) and the bottom three (average, bad, and very bad) on a 5-point Likert scale of the patient’s experience.
Eight percent of 601 survey respondents in December 2021 reported issues such as inadequate pain control, changing symptoms, medication concerns, supply needs, and follow-up questions. A member of the clinical team subsequently contacted these patients. VNA HG noted an improvement in the HHCAHPS composite for Communication Between Provers and Patients.
Additionally, the modified net promoter score (mNPS) increased across all clinician types from December 2021 through April 2022. The mNPS is the difference between the top box percentage (very good) and the bottom three (average, bad, and very bad) on a 5-point Likert scale of the patient’s experience.
