Home Health CAHPS: Practical Improvement Best Practices

Webinar Series Overview

Patients are also customers, and their experience impacts the agency. The patient's experience shapes what they tell their friends and family about their care and impacts the agency’s HHCAHPS Star Ratings and payment under HHVBP.

While agencies focus efforts on quality programs, staffing, marketing and financial strategies with gains being realized and measured, they often struggle when it comes to approaches for improving patient experience ratings.

This series will take agencies through best practices of working within their organization to show improvement in these ratings.  How can your agency staff specifically focus on improving the patient experience?

Webinar Schedule: 

Wednesday, September 24, 2025 10:00 am - 11:00 am PST 

• HH CAHPS Session 1 – Care of Patients

Wednesday, October 1, 2025 10:00 am - 11:00 am PST

• HH CAHPS Session 2 – Communication Between Providers & Patients

Wednesday, October 8, 2025 10:00 am - 11:00 am PST

• HH CAHPS Session 3 – Specific Care Issues

This series will allow agencies to:

• Define scores that are lacking throughout the country in HHCAHPS measure scores from HHVBP data and Star Ratings.
• Identify the core elements that are failing in the HHCAHPS measures for their agency.
• Describe the content of questions that are specifically used in calculating the HHVBP measure scores and Star Ratings.
• Formulate best practices for improving scores for each measure.
• Structure an effective improvement plan for their organization.

The second part of the program will be individual 20-minute sessions that will assist your staff members in creating the most effective, caring patient experience that your patients could have.

• Team-Based Care in a Patient Centered World: Overview of Patient Care Outside a Brick-and-Mortar Care Setting
• Communication, Communication, Communication: Keeping the Patient and the Team in the Loop
• R-E-S-P-E-C-T: Minding Your Ps and Qs in the Customer’s Home
• Be a Dan or a Jan with a Plan: Being Prepared and Professional
• Making Lemonade from Lemons: Managing Complaints
• Teacher, Teacher, Can You Teach Me? Teaching and Training That Matters
• Making the Grade: How to Know If What You Are Doing is Working

This series will allow agency staff members to:

• Define patient-centered care
• Establish ground rules for communication
• Illustrate what patients expect regarding professionalism and respect
• Prepare for complaints and how to best handle them
• Evaluate that teaching and training provided was effective
• Validate results

FACULTY

Melinda Gaboury, COS-C
Chief Executive Officer
Healthcare Provider Solutions, Inc.

Melinda A. Gaboury, with more than 30 years in home care, has over 22 years of executive speaking and educating experience, including extensive day-to-day interaction with home care and hospice professionals.  She routinely conducts Home Care and Hospice Reimbursement Workshops and speaks at state association meetings throughout the country.  Melinda has profound experience in Medicare PDGM training, billing, collections, case-mix calculations, chart reviews and due diligence.  UPIC, RA, ADR & TPE appeals with all Medicare MACs have become the forefront of Melinda’s current impact on the industry. Melinda is currently serving as Chair of the NAHC/HHFMA Advisory Board and Work Group, is serves on the Home Care Association of Florida and Tennessee Association for Home Care Board of Directors. Melinda is also the author of the Home Health OASIS Guide to OASIS-E and Home Health Billing Answers, 2023.

CANCELLATIONS

Cancellations are subject to 20% handling fee. There will be NO REFUNDS issued for cancellations received within 10 business days prior to program. Cancellations must be in writing. Refunds will not be made for no-shows. However, substitutions will be allowed. Should CAHSAH® cancel the program, a full registration fee refund will be issued.

CERTIFICATE OF COMPLETION & CONTINUING EDUCATION UNITS (CEUs)

Provider approved by the California Board of Registered Nursing (Provider #CEP17394) for three  (3) contact hours of continuing education for the webinar series (3 webinars).