Have you ever heard the expression “numbers never lie”? This just so happens to be one of my favorite sayings. The beauty of numbers is that they always tell the truth. They remove human elements such as emotion, bias, judgment and error, revealing much-needed data. Long-term post-acute care (LTPAC) providers have been quickly thrust into the new age of analytics. This begs the questions, what exactly is analytics, and how do they impact LTPAC providers and ultimately, patients?
First impressions can be lasting impressions, so the saying goes. That certainly applies to Long Term Post-Acute Care (LTPAC) providers; the first impression that a family has of a facility or community can color the way those family members view everything else that happens after the admission process is complete.
What did the front lobby look like? How was I welcomed? Was the Admissions Director on time? Did they keep me waiting? Was their office disorganized and messy? How did they present the stacks of paperwork to me that I had to sign for my mom to be admitted? Have the admission documents been copied so many times that the text is crooked and faded? Any of these questions could – and particularly the last question – could leave families thinking that your organization doesn’t pay attention to details.