Caregiver communication isn’t just a “nice to have”; it’s central to quality scores and family satisfaction. This crucial point came through in a recent webinar hosted by Betterleave, featuring Cara Abbott, CEO of Betterleave, and Michelle Hyde, Executive Director of Village Home Health & Hospice.
The Caregiver Experience: Challenges
Polling the 225+ leaders in attendance revealed two clear challenges:
- #1: low survey response rates
- #2: staffing shortages
Both issues highlight the need for consistent, proactive family engagement.
Family-Centered Communication = Higher Survey Response
"Survey responses won’t come if families don’t feel engaged along the way. Even the best care won’t show up in CAHPS if communication is inconsistent," said Hyde.
Practical solutions discussed in the webinar included:
- Text-based family check-ins to ensure every caregiver feels supported and consistently reminded about surveys
- Resources & communication should be personalized throughout care and not delivered all upfront at admission.
- Simple tools like the Write it Down book, helping families track questions and feel more prepared during visits
Turning Feedback Into Action
Feedback loops were another major theme. Hyde shared how Village Home Health & Hospice uses caregiver feedback to:
- Celebrate staff wins and recognize team members mentioned in kudos
- Get feedback often and early to take action and help prevent negative survey outcomes
- Share insights back with referral sources to strengthen community partnerships
Abbott reinforced that capturing and sharing feedback in real time transforms it from “nice-to-know” into actionable, measurable insights that improve both care delivery and reputation.
The Measurable Impact: Reputation and Growth
Consistent caregiver communication doesn’t just improve satisfaction; it fuels growth.
"When families feel supported, they become your best advocates. That’s how you turn satisfaction into growth," Hyde explained.
At Village Home Health & Hospice, these strategies have helped them:
- Increase survey response rates
- Raise CAHPS scores
- Grow Google reviews, driving more referrals and strengthening reputation
Your Next Move: Make Communication Consistent and Scalable
With ongoing staffing shortages and rising expectations from families, adopting practical communication tools is no longer optional. It’s essential. Agencies that standardize outreach with text-based check-ins, simple family resources, and measurable feedback loops without adding one more thing to your staffs plate see improved quality and achieve growth.
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