The art of customer engagement begins with the goal of collaboration and partnership between the facility staff and the residents and their families. Engagement offers the residents & family members the ability to actively participate in their care and services. The Centers for Medicare & Medicaid (CMS) had identified key metrics and initiatives which encourage long term care and post-acute care facilities to improve the quality of care. CMS has developed strategies in an effort to expand engagement values, goals and culture with its stakeholders and encourage the healthcare community to incorporate these principles into their work practices. Engagement efforts allow facilities to embrace shared decision making and appreciation of individual values. Engagement best practice programs and initiatives can educate stakeholders:
Measuring and reporting satisfaction and engagement outcomes can assist facilities in identifying and improving resident outcomes and organizational success. Customer engagement activities offer facilities opportunities to turn complaints into compliments and to strive for best resident outcomes through person-centered care. A collaborative engagement allows patient values to guide clinical decisions; transforming attitudes, behavior, and practice.
This toolkit has been designed with these efforts in mind. Resident and family engagement will remain a top priority for CMS as it continues to set quality of care expectations across the care continuum in the goal areas of person-centered care, health literacy, provider accountability, and mutual respect. Post-acute and long term care providers who align with engagement initiatives will improve the experience of care for the patients and will be better served in their quality improvement efforts.
