Friday, October 23 | Thought Leadership, Client Success Stories, Post-Acute Care

Replenishing Provider Engagement: Hospice of Washington County

By Netsmart

With forty years of experience, Hospice of Washington County is no stranger to change. As COVID-19 impeded traditional modes of care, Hospice of Washington County embraced innovation and recalibration, pivoting practices to ensure low risk of infection, while providing the same standard of care synonymous with the organization. 

 

To support staff along this uneven terrain, Hospice of Washington County first looked to increase communication, sharing an abundance of information regarding policies and procedures. Hospice of Washington County shared the ‘why’ behind decisions made, the ‘what’ behind new protocols. 

 

“People felt confident and comfortable, said Ernesto Lopez, chief executive officer. “They had a lot of great questions and really good points that made us go back and think “this needs to be retailored.”” This collaborative mentality was echoed in a recent town hall meeting that saw nearly 100% participation from attendees. This level of communication doesn’t exist in a vacuum; Lopez noted that this connectivity has been replicated in the experiences staff are providing to families as they conduct care virtually. 

 

In addition to these communication avenues, Hospice of Washington County debuted a vlog with comedic undertones and is launching a text message initiative to share vital information and words of encouragement. Outside of digital strategies the organization’s leadership is committed to maintaining connection with staff, sending handwritten notes and birthday tidings. While the modes may be different than their pre-pandemic counterparts, the message remains the same: “We care for our staff,” said Lopez. “We want to continue to engage and keep them engaged in our organization.” 

 

As employees continue to work from home, Lopez also stressed the importance of eliminating traditional models for productivity assessment. “Trust your staff, he said. “Think about productivity in a different way. Are your patients getting what they need? Are you experiencing service shortfalls? Those are the measurables I would use to see if I am holding my staff and our team accountable.”

 

Collaboratively, all of these measures yielded an impressive outcome: Washington County Hospice experienced virtually no staff turnover during the pandemic. This statistic assured the organization what they already knew; staff were engaged and receptive to change, always ready to act in the best interest of their patients. 

 

Meet the Author

Netsmart - color - PNG
Netsmart ·

Communities

Offerings

From the CareThreads Blog

Outline of professionally dressed woman connects puzzle piece to its receptor

Achieving Improved Patient Care Through Adversity: Hospice of Washington County and Care Synergy Discuss Challenge and Solution

Thursday, June 17 | Thought Leadership

Ernesto Lopez, CEO of Hospice of Washington County, and John Blaschke, chief information officer of Care Synergy, to participate in an interactive conversation led by Mike Dordick, senior vice president of post-acute strategy at Netsmart and president of McBee, about the future of hospice.

More
Netsmart Security Icon Blog

Becoming a Hard Target

Thursday, June 17 | Thought Leadership,Human Services,Post-Acute Care

The healthcare sector continues to be a leading target for ransomware. Don't let your organization fall victim to a ransomware attack. Discover how to keep your cyber backdoor secure through patching efforts and other effective defenses.

More

Why Self-Care Matters

Friday, May 28 | Cause Connected,Netsmart in the Community,Thought Leadership

Self-care can look different for everyone – as long as it helps you reenergize, brings you joy, and allows you to listen to what your entire body needs. Need some ideas? Check out these self-care practices you can take with you after mental health month comes to a close.

More