September 29, 2005

Panhandle Health District's Home Health Division Earns National Award for Service Quality for 2004

COEUR d'ALENE - Panhandle Health District's Home Health Division recently was named a national award winner in healthcare service quality.

The award, presented by Avatar, a leader in measuring customer expectations in healthcare, honored the health district's Home Health Division for exceeding patient expectations in its caregiving services.

PHD contracts with KMC to provide physical, speech and occupational therapy, as well as social services, to its many Home Health patients. As a component of the partnership, PHD participates with the hospital in the Avatar survey.

"This unique partnership between the health district and KMC allows us to offer the highest quality care to our patients," Home Health Division Director Mary Detienne said. "Not only are our patients satisfied with the quality of care we provide, but this survey shows that we consistently exceed their expectations. That is a very important aspect of patient care."

Randy Edwards, director of KMC's Rehabilitative Services department, echoed the praise for the partnership. All of the KMC therapists who contract with the health district are considered part of the PHD team, he said.

"There is great camaraderie and an excellent relationship between KMC and PHD," Edwards said. "The therapists who choose to work in home health are very motivated and happy to provide the care that they do. This is reflected in the high marks on the patient satisfaction survey."

The survey monitors a variety of patient care areas, including medication management; professional staff and its effectiveness; provision of care, treatment and services; environment of care; patient rights and safety; and ethics, rights and responsibilities.

Survey questions focus on the quality of care provided, patient education on care and medications, nursing care, the involvement of family in a patient's care, skills and experience of therapists, and the results of the care provided by Panhandle Home Health.   

In making the announcement, Dr. Michael Everett, Avatar Founder and CEO said, "The expectation data has instilled renewed motivation and insight into patient surveys. Satisfaction does not give a benchmark into the minds of your patients - not until satisfaction scores are compared to your patients' expectations can you say: "We are meeting and exceeding our patients' expectations.' "   

In accepting this award, Jeanne Bock, Panhandle Health District director, said, "Through the client survey process, we understand clients' expectations for service quality. Our surveys are very important to our programs to help us understand, monitor, and exceed our clients' expectations."

About Panhandle Health District's Home Health

Panhandle Home Health provides compassionate, caring services that enhance the quality of life and the independent function of the residents with home health needs in the five northern counties of Idaho. Clients receive personalized services in a familiar environment and can be active participants in their care. Family members receive the necessary teaching and support to assist with caring for their loved ones.

Home care often results in earlier hospital discharges and lower health care costs. For many people, home care is the ideal transition between institutional care and independent living. One of the first Medicare-certified home care agencies in North Idaho, Panhandle Health District's Home Health Division has been providing quality care in our community since 1966.

With the Panhandle Home Health Division, you are part of a team of registered nurses, certified nurse assistants, physical, occupational and speech therapists, medical social workers, and registered dieticians.  

For more information about Panhandle Home Health, call (208) 664-8544.