Silverado At Home and Hospice: A Year In Review
By: Randy A. Platt, Senior Vice President of Operations
As we close on another dynamic year and begin anew, I wanted to share my appreciation for all of our associates, who remain dedicated to providing patients, clients and residents with the exceptional care that has come to be the hallmark of who we are and what we do at Silverado. Being a part of a team that truly wants to make a difference in the many lives we touch each day is not only rewarding, but it is quite remarkable!
In 2013, both Silverado At Home and Hospice associates around the country actively participated in Town Hall Meetings lead by Loren and me. We were honored to spend time hearing what we can do to build on and improve our team together. The experience also confirmed that working relationships between our Memory Care Communities, At Home, and Hospice continue to improve with a core focus on “One Silverado” for the families we serve.
2013 was also a year of growth. We successfully opened our Bay Area At Home branch, and the team has accelerated growth and captured new business from uniquely formed relationships, such as Stanford University Medical Center.
Also in 2013, Silverado At Home reached an all-time average daily service hour high in November of 1,468 hours. The talented team of leaders and personal care attendants were responsible for that achievement! Our Silverado Chat Team continued to play a successful role in immediately responding to more than 1,000 calls or online chats resulting in 300 referrals to At Home, our Communities and Hospice. We continue to be the innovative leader in the industry when it comes to online customer service and support!
The year ahead holds many exciting opportunities and new challenges. Federal regulations for compliance and reimbursement of Medicare covered services for Hospice have been revamped to include penalties for those who do not meet minimum quality of care standards. I am happy to report that we have been tracking these standards, and more, for many years under our own quality and performance measures of excellence. We are also embarking on a new Hospice Customer Service initiative, and we will be reporting our first ever At Home Client Customer Service Survey results in the first quarter of 2014.
I wanted to thank our associates, medical directors, and many partners throughout our markets that help make it possible each day for us to change the world for the patients, resident, clients, and families we serve. Your service is the foundation of our success!