In addition to providing quality care and efficient visits, HCOs are committed to ensuring that their clients feel valued and reassured. Complete and daily attention to clients through small tokens of care ensures their peace of mind.
Challenge
Clients – especially older ones – are easily stressed in relation to their care. This can be caused by misunderstanding or uncertainty about their treatment or the logistics of their care, as well as by changes in schedule or staff.
This stress leads to loss of confidence and anxiety and tends to increase feelings of isolation and misunderstanding.
Older clients are very sensitive to small gestures that reassure them and provide information that relieves their stress. For example, if the HCO tells the patient that the caregiver will come by in the morning, the patient will be tense throughout the morning.
The responsibility for reassuring the client often falls on the caregivers. However, providers are regularly under pressure themselves, especially during a pandemic. It is difficult to manage their own stress in addition to the stress of their clients.
But how could it be otherwise? Responders have a limited amount of time for each intervention and are often faced with unexpected and difficult situations.
Clients do not always have the time to ask all their questions to the interveners and to obtain complete and detailed answers. Their doubts persist, as does their anxiety.
In addition, clients feel the pressure of the providers, and this contributes to their stress.
Solution
HCOs value their customers’ peace of mind and try to contribute to it through patient and efficient front desk staff and reassuring marketing elements.
However, other means can be put in place to appease customers. For this, digital tools are essential. MedLink has put in place options that allow for comprehensive and continuous patient support, without generating additional work for the HCO.
Firstly, a reliable healthcare platform such as MedLink facilitates the organization of HCOs and the implementation of a pleasant working climate. This way, providers feel good and pass that feeling on to clients
Secondly, MedLink allows clients, their relatives, and caregivers to access information in real time.
Caregivers have accurate information about the client’s health status and treatment. An informed caregiver will therefore ask the client specific and relevant questions. Instead of asking a client how he or she is feeling, the caregiver will ask if he or she has suffered any side effects from the new treatment. The client will feel cared for by caregivers who know their situation and trust them, despite the change in personnel.
In addition, there are simple options to improve the client’s feeling of being taken care of. For example, MedLink offers the possibility to send an SMS to the client before the arrival of the caregiver. This way, the client is informed and does not have to worry about the caregiver’s arrival taking them by surprise.
Impact
The HCO is using ways to calm the client and inform the caregiver daily in order to make their encounter more positive.
A digital platform that facilitates HCO organization and limits the administrative burden on caregivers creates a calming climate for the patient.
Caregivers have all the important information about the client and can manage the client efficiently, while minimizing the surprise effect.
Clients are reassured by the possibility of accessing their file information at any time, which removes any doubts they may have about their treatment and the organization of their care.
They can also consult information on the logistical aspects of their care, such as the contact details of the caregivers or their visiting hours.
Clients appreciate the modules that have been set up for their well-being. They are grateful for the special attention provided by the HCO. They feel confident and cared for by caregivers who are aware of their situation.
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