6 Tips for Elevating Homecare Client Experiences

Word-of-mouth referrals from past and current clients and their loved ones were ranked as the number one revenue-generating sales and marketing source in 2023 for homecare agencies, according to the 2024 Activated Insights Benchmarking Report. Increasing these types of referrals is also considered one of the top five growth opportunities for providers.  

This makes the experience your clients have with your caregivers and agency crucial. The better care they receive, the more likely they are to recommend you to others in their network—this is the type of referral that homecare providers agree is most valuable. 

The question is, what can you do to elevate your clients’ experiences and provide exceptional service and care? Here, we explore what top agencies are doing to leave their clients and their families satisfied and willing to recommend them to others. 

Tip 1: Personalize Care Plans 

Every client is unique, and so are their needs. Tailoring care plans to meet individual client preferences and requirements ensures that they receive the most appropriate and effective care. 

Actionable Steps: 

• Use a patient-caregiver matching system: After conducting a thorough assessment to understand each client’s medical, emotional, and personal needs, use a tool that has a patient-caregiver matching system that will quickly pair caregivers and patients based on availability, needs, and preferences.  
• Involve Family Members: Collaborate with family members to ensure that care plans reflect the client’s lifestyle and family dynamics. 
• Regular Updates: Care needs change over time. Regularly review and update care plans to adapt to any new circumstances or preferences. 

Tip 2: Invest in Caregiver Training 

A well-trained caregiver is essential to a positive client experience. According to one study, clients who experienced undertrained caregivers reported being dissatisfied with their care. Caregivers who are equipped with the right skills and knowledge can provide better care, leading to happier clients. 

Actionable Steps: 

• Continuous Education: Implement ongoing training programs that focus on empathy, communication, and specialized care, such as dementia or chronic illness management. Consider an eLearning course that will allow your caregivers to complete their training without needing to go into the office. 
• Soft Skills: Emphasize the importance of soft skills like patience, active listening, and cultural sensitivity in caregiving. 
• Certifications: Encourage caregivers to pursue certifications that enhance their qualifications and boost client confidence. 

Tip 3: Leverage Technology for Better Communication 

Clear and consistent communication between the caregiver and the agency, and between the agency and the client/their family, is vital for a top-notch care experience. Technology tools can make this often time-intensive communication easy, and help ensure that caregivers, clients, and their families are always on the same page. 

Actionable Steps: 

• Mobile Apps: Use mobile apps that allow caregivers to share real-time updates with the agency about how the client is doing. The HHAeXchange mobile app allows caregivers to make observations about the client’s health and environment in real-time which allows the agency to promptly intervene. Early intervention means improved health outcomes and more satisfied clients. 
• Client Portals: Implement secure client portals where families can access care plans, schedules, and communication logs. 
• Surveying Tools: Use a surveying tool like the one offered by Activated Insights to easily get feedback from your clients. This will allow you to quickly address concerns and implement fixes that can turn around their care experience. 

Tip 4: Focus on Client Safety 

Safety is a top priority in homecare. When clients feel safe, they are more likely to have a positive experience and trust the care they receive. 

Actionable Steps: 

• Safety Audits: Conduct regular safety audits of the client’s home to identify and mitigate potential hazards. 
• Fall Prevention: Implement fall prevention programs that include caregiver training and home modifications. You should also encourage caregivers to report any fall hazards they see on the mobile app. 
• Emergency Preparedness: Ensure that both caregivers and clients are prepared for any type of emergency, with clear protocols in place. This might look like having an infection control plan, emergency drills, staffing strategies, a stockpile of supplies, or backup communication methods. 

Tip 5: Build Strong Relationships 

Trust is the foundation of a successful caregiver-client relationship. When clients feel understood and valued, their overall experience improves. Additionally, when looking at client preferences, a more ‘close’ personal care relationship with their caregiver, marked by trust, openness and empathy was preferred over a more ‘detached’ professional care relationship. It should also be noted that this is reciprocal. According to the 2024 HHAeXchange Homecare Insights Survey, 91% of caregivers stated that the relationships they form with the people they care for increase their job satisfaction. So how can providers encourage these types of relationships? 

Actionable Steps: 

• Consistent Matching: It may not always be possible to keep the same caregiver with the same client, but try to strive for consistent caregiver-client matching to build familiarity and trust over time.  
• Empathy-Driven Communication: Encourage caregivers to engage in open, empathetic conversations with clients to better understand their needs and preferences. Teach your caregivers these communication techniques: 
  • Active Listening- concentrating, understanding, and responding to what the client is saying.  
  • Non-Verbal Communication- Maintaining eye contact, nodding in acknowledgment, and using open body language. 
  • Reflective Questioning- Asking open-ended questions and reflecting on what the client has shared. 
• Build Rapport: While not all clients may be open to sharing their life stories off the bat (as close relationships take time to build), it is important to encourage caregivers to foster personal connections when appropriate by being open to learning about clients’ hobbies, interests, and life stories.  

Tip 6: Enhance Client Involvement in Care Decisions 

Clients who are actively involved in their care decisions tend to be more satisfied and feel a greater sense of autonomy. 

Actionable Steps: 

• Goal Setting: Collaborate with clients to set realistic and meaningful care goals. 
• Care Options: Present clients with different care options and respect their preferences in choosing the best approach. 
• Adjustments: Encourage clients to speak up if they feel adjustments are needed and be flexible in making those changes. 

Elevating client experiences in homecare is about more than just providing excellent care—it’s about creating a holistic, client-centered approach that considers every aspect of the client’s needs and preferences. By personalizing care plans, investing in caregiver training, leveraging technology, prioritizing safety, building strong relationships, and enhancing client involvement, agencies can significantly enhance the experiences they provide. 

Remember, elevating client experiences is an ongoing process. It requires dedication, empathy, and innovation. By continuously refining your approach, you can ensure that your clients not only receive the care they need but also enjoy a meaningful, positive experience that they’ll be happy to share with others. 

To learn more about how HHAeXchange can help you elevate the care you provide, request a demo today.