[fchoate]

Our Children’s Homecare Team is working on an improvement project to decrease unsigned Delivery Tickets. We are an “integrated but separate” Hospital division – so we actually deliver the DME / Rx.

In my humble opinion, the issue has come down to communication with the Families. Does anyone have a set of “Best Practices” or know where to find some? I’ve looked for some industry standards, but have come up short. [Without benchmarks, who’s to say we’re running our business effectively or not?]

Some sample questions which need clarified are:

· Where are the points of Patient contact and communication?

o Do you call Patients to advise them a refill is due – or do they call you to request?
o Do you have an initial sit downs with Patients, “Welcome to HomeCare, here’s what to expect…”

· How do your Patients know you’re delivering?

o Do you provide “Delivery Promise times” based on a schedule? (like the cable guy)
o Do you leave supplies at the home and instruct the Patients to sign delivery ticket & return via SASE?
o What (if anything) can be left on the porch like UPS?

Thanks for your any help on the above.
Warm Regards, Franklin