The homecare sector is notorious for both missing shifts and arriving late and few, if any companies, measure and track their quality of care. At Four Seasons Healthcare, however, we use several metrics to determine how well we are providing care. Two of the key measures are Attendance and Punctuality. The Attendance Rate is a measure of the total number of shifts worked during the month as a percentage of the total number of shifts scheduled for the month. So, if 100 shifts are scheduled and we work 99, the Attendance Rate is 99%.
So, what about the shifts that were not worked? – the Missed Visits. These Shifts are not worked for three main reasons: 1. The patient cancels the shift (for example they may have a doctor’s appointment or family are visiting). 2. The caregiver cancels the shift and the patient does not want a back-up caregiver or; 3. The caregiver cancels the shift and we can’t provide cover – this event is a Missed Visit.
The Attendance Rate only counts the Missed Visits – the shifts for which we cannot provide cover. So how do we determine if it’s a Missed Visit? Example: If the caregiver calls off from a shift that starts at 9am, we can’t find back-up for the 9am start and the patient won’t accept a later start time, that’s a Missed Visit.
The Punctuality Rate is a measure of the percentage of the total number of shifts worked during the month that we get to on-time. Example: The scheduled start time for a shift is 9am. The caregiver checks in no later than 9.07am. That is On-Time. If the caregiver checks in at 9:08am or after, that is Late. Shift start and end times are rounded to the nearest 15 minutes, as per Federal guidelines.
Why do we measure Attendance and Punctuality? At Four Seasons Healthcare our goal is to be on-time, every time and to provide outstanding care. If we are missing shifts then we are not doing what we were hired to do. In addition, our job is to not only to provide care, but to provide continuity of care. We typically miss 2 out of every 1,000 shifts.
Punctuality is important for three main reasons: 1. Care is typically needed at specific times; e.g. patients want to get up and dressed at certain times. 2. Lateness can instill anxiety and stress in patients (and their families too) and this is the last thing they need on top of any chronic medical condition and; 3. The best caregivers are typically the most punctual. Punctuality is a good measure of character and integrity and our caregivers are rewarded for their Attendance and Punctuality Rates. There is also a direct correlation between attendance and punctuality rates and patient satisfaction.