Leadership Training Improves
Hospice Financials

In mid-2002, Covenant Hospice in Pensacola, FL took excellence in end-of-life care to the next level with the introduction of their prescriptive approach to education via their OPTIMAL© program. Since then, referrals are up and length of stay has improved dramatically.

"OPTIMAL© is the complete framework for educating a new employee from orientation to leadership training," explains Covenant CEO Dale Knee. "It ensures that employees are self-confident—both clinically and operationally—in their ability to serve patients as well as internal and external customers. And for those employees who have management and supervisory responsibilities—or perhaps just the potential—OPTIMAL© identifies them and delivers the skills and competencies they need to succeed. It’s based on Studer Group’s prescriptive to do's and Must HavesSM."

How it Works
As leaders' knowledge about patients who could benefit from hospice increased along with their communication skills, Covenant strengthened relationships with referral sources—such as nursing facilities—through its Partners in Care program. As a result, patients with medical conditions that tend to have longer lengths of stay, such as non-cancer diagnoses, are now referred earlier to get the care they need.

"Moving LOS from 57 days to 78 days is a $400,000 return on investment on training," adds Knee. "Likewise, cutting turnover by 7% over six years has delivered an ROI of more than $3 million. But perhaps more importantly, patients and their caregivers and families are more satisfied with the care they receive." Most hospice organizations conduct retrospective surveys after patients die, but Covenant Hospice also conducts active patient surveys. By surveying patients and families while they are receiving care, Covenant gains timely information to act on so its team can exceed family and patient expectations. Since every day is precious to patients and families in hospice, Covenant’s goal is always to "add life to days when days can’t be added to life.

"Today, 99% of our families say they would recommend Covenant to other families," he adds. Covenant, which served 5,526 patients last year, was honored with the prestigious Circle of Life award in 2006.

Learn more about coaching, speakers, and leadership development training for freestanding hospices, hospital palliative and hospice inpatient units, long-term care facilities, and home health agencies.

Chris Comeaux is a coach and speaker with the Studer Group-Covenant Alliance. As a former president and CEO of a North Carolina hospice and palliative care organization, his passion and leadership were instrumental in growing it to become one of the top providers in the country.