Home Health CAHPS: Practical Improvement Strategies Webinar Series

THREE-PART SERIES

Patient experience isn’t just satisfaction - it impacts your HHCAHPS Star Ratings, your agency’s reputation,

• February 10, 2026 (12:00 pm - 1:00 pm): HH CAHPS Session 1 – Care of Patients
• February 11, 2026 (12:00 pm - 1:00 pm): HH CAHPS Session 2 – Communication Between Providers & Patients
• February 12, 2026 (12:00 pm - 1:00 pm): HH CAHPS Session 3 – Specific Care Issues

SESSION OVERVIEW

Patient experience isn’t just satisfaction - it impacts your HHCAHPS Star Ratings, your agency’s reputation, and your payment under HHVBP.

Most agencies invest heavily in quality, staffing, and operations - yet still struggle to move patient experience scores in a measurable way.

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?

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.

This series will allow agency staff member 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

Bonus! Individual Sessions

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

FACULTY

Melinda Gaboury, COS-C 

Healthcare Provider Solutions

Melinda A. Gaboury brings 33+ years in home care, including 23+ years as an executive educator and national speaker for home care and hospice professionals. She leads reimbursement workshops nationwide and specializes in Medicare PDGM, billing and collections, case-mix, chart reviews, and due diligence, with current focus on UPIC/RA/ADR/TPE audits and appeals across Medicare MACs. Melinda serves as Chair of The Alliance/HHFMA Advisory Board & Work Group, sits on the boards of the Home Care Association of Florida and the Tennessee Association for Home Care, and is the author of Home Health OASIS Guide to OASIS-E1 and Home Health Billing Answers (2025).

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 to CAHSAH at registrar@cahsah.org.  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.

CONTINUING EDUCATION UNITS (CEUs)

Provider approved by the California Board of Registered Nursing (Provider #CEP17394) for three (3) contact hours of continuing education. Continuing Education report will be issued to attendees once attendance has been confirmed.