Our Care Experience mission:Let’s get to First Base ⚾
Exceptional Care Experience is a journey — and we’re taking it one base at a time. Our first milestone is increasing our positive CAHPS response rate.
One base at a time.
Hover the other bases — they can wait. One base at a time.
It is the way we already care for people — made visible.
First Base: a positive CAHPS response rate.
We take the journey one base at a time.
How do we get to First Base?
Not a training module. Three habits that fit inside the conversations you are already having.
Patients, members, caregivers and families in home health care.
Let them know their feedback matters.
Great Care Experience starts with connection. Make sure the people we care for know that we genuinely want to hear about their experience.
Say who you are and what you are going to do today.
Tell them plainly that we want to hear how their experience is going.
Make it clear that praise and concerns are equally welcome.
Listen while we can still make a difference.
Real-time feedback helps us understand how patients and families are feeling while they are still receiving care.
- Leadership is notified.
- Service recovery happens immediately.
- We address the concern while there is still an opportunity to improve the experience.
- Celebrate what is working.
- If contact information is provided, reach out and express gratitude.
- Reinforce how valuable their feedback is.
- Encourage them to keep sharing feedback if a formal survey arrives later.
Also printed on the back flap of the home health guidebook.
When someone tells us we did something great — don’t let the moment end there.
Thank them, reinforce what their feedback makes possible, and share the approved language about the survey they may receive.
A moment of real gratitude, in your own words.
Their feedback tells us what mattered most.
It helps us identify and scale the practices that work.
Let them know a survey may arrive, using the wording below.
Know Your CAHPS
What the survey looks like, what people are asked about, what you can say, what to avoid, and where the QR code lives — separated for Home Health and Hospice, because the language is different.
How are we doing?
Our Care Experience scoreboard — every agency, one snapshot.
1,772 responses so far
The line we are chasing
Momentum worth celebrating
What our members & families are telling us
Read more voicesPT and OT have been outstanding. Always nice and always explains what we are doing and what the results will be if I work hard.
The road to 5-Star Care Experience
The whole journey — and exactly where we are on it.
More patients, members, families and caregivers sharing their positive experience.
Responding promptly and communicating arrival windows.
Easy, All-Star! One base at a time 😉
Listening actively, explaining clearly, answering every question.
First, let’s master First Base.
Exceptional experience, sustained year over year.
Our Care Experience journey is just getting started.
One base at a time. ⚾⭐