--001a11352408dc437a0536995059 Content-Type: text/plain; charset=UTF-8 Content-Transfer-Encoding: quoted-printable Everyone, In this month=E2=80=99s Focus Strategy, we will explore the key factors to providing *exceptional care management* which leads to improved client retention, client satisfaction and client referrals. Exceptional care management begins with the intake call and the assessment and in recent months we=E2=80=99ve focused on this aspect of the client exp= erience. But what happens at the start of care? Let=E2=80=99s review the critical p= oints in delivering outstanding service and the HCA tools and resources available to support your efforts. Our *Start of Service Guide*, which can be found in *Appendix A* of the *Ca= re Management Module,* is an excellent tool to help you set the stage for a long and meaningful relationship with the client and his or her family. *Introducing the caregiver(s)* on his or her first day with the client is a very important step. Being able to assure a new client that they will never have a stranger at their door creates trust and is a demonstration of our high caliber service and professionalism. The *Home Binder*, if used correctly, is a strong and powerful tool for communication with, and among, the Care Team. During *Week One* of service, you should have multiple points of contact planned. =C2=B7 Call the client or family members =C2=B7 Call the caregiver =C2=B7 Make any necessary adjustments to the care plan =C2=B7 Visit Tier A clients at least once, and up to three times, w= ithin the first week of service =C2=B7 For Tier B and C clients, visit one time during first week o= f service =C2=B7 If appropriate, follow-up with family members after each vis= it =C2=B7 Record visits During *Week Two* of service you should: =C2=B7 Review any activity =C2=B7 Conduct one more home visit =C2=B7 Follow up with family members =C2=B7 Review the case with your caregiver(s) =C2=B7 Record Care Management Notes and Visits During *Weeks Three & Four* of service we should: =C2=B7 Repeat activities from week two =C2=B7 After one month of service send small gift =C2=B7 Send thank you card to family members with brief update Ongoing *Care Management/Quality Assurance* Visits =C2=B7 Tier A Clients, clients with 8 hours or more of care per day= , should be visited monthly at a minimum. =C2=B7 Tier B Clients, clients with more than 20 hours per week of = care, should be visited every 6 weeks at a minimum. =C2=B7 Tier C Clients, clients with less than 20 hours per week of = care, should be visited every 90 days at minimum. *During our Monthly Strategy webinar, we will deep dive into these visits and explore strategies for:* =C2=B7 Gaining candid feedback from clients and their families =C2=B7 Mediating issues that may arise is cases with complicated fa= mily dynamics =C2=B7 Pulling in additional resources to meet the needs our our cl= ients =C2=B7 Identifying the need for a re-assessment =C2=B7 Conducting a re-assessment =