Our Commitment to Quality

Quality service in your home is our number one objective.   We aim to: 1) provide the highest level of professional care and customer service, 2) keep you in the comfort of your own home and 3) maintain or restore your maximum possible level of independence.  If you are looking to choose home health care agency, there are ways to compare them based upon quality as explained below.

Quality Score Card

The Centers for Medicare & Medicaid Services (CMS), an agency of the U.S. Department of Health and Human Services, has been committed to improving the quality of care to Medicare beneficiaries since the inception of the Medicare Program.  Since 2003, the Quality Improvement Organization (QIO) Program has worked to promote the Home Health Compare web site and improving the performance on publicly reported quality measures.

Home Health Compare has two kinds of quality measures:

  • Process of Care Measures (also known as Process Measures)
  • Outcome of Care Measures (also known as Outcome Measures)

Process of Care Measures tell you how often an agency gave the recommended care.  A rate of 98% means that the agency provided the recommended process of care in 98% of their home health episodes of care.

Outcome of Care Measures tell you about the results of the care an agency provided.  For example, by the end of an episode of care, did the patient’s ability to ambulate (walk around) improve?  A rate of 98% means that the agency achieved that outcome in 98% of their episodes of care.

Please visit Home Health Compare to find detailed quality information about every Medicare-certified home health agency in the country.

ACH Rates

Currently, the QIOs primarily focuses efforts on the home health national-priority topic of reducing avoidable hospitalizations as measured by the publicly reported measure of acute care hospitalization or ACH.

What does Acute Care Hospitalization mean?

This shows how often patients were admitted to the hospital while under the care of the home health team.

Why is this information important?

Some home health patients may need to be admitted to the hospital, even if they are getting good care. For example, some chronic medical conditions can not be cured and, over time, may make a patient’s health worse. For some patients, a readmission to the hospital may be a planned part of continuing treatment for their medical conditions. However, some inpatient hospital care may be avoided if the home health team is checking the patient at each visit to detect problems early and is communicating regularly with the doctor and other members of the team about the patient’s condition. The doctor will determine if the patient should go to an urgent care facility or a hospital. Lower numbers are better for this measure.

Patient Satisfaction Scores

CAHPS Home Health Care Survey
The CAHPS Home Health Care Survey is a measure of patients’ experiences with home health care providers and agencies. Developed by the Agency for Healthcare Research and Quality (AHRQ) and implemented by the Centers for Medicare and Medicaid Services (CMS), this survey focuses on patients who receive skilled home health care services from Medicare-certified Home Health Agencies (HHAs). Skilled services refer to health care services provided by nurses and therapists including physical, occupational, and speech-language therapists.

The Home Health Care Survey asks respondents to report on their experiences with the services provided by Medicare-certified home health care agencies and their staffs. The questionnaire covers the following topics:

  • Patient care (gentleness, courtesy, problems with care).
  • Communication with health care providers and agency staff.
  • Specific care issues related to pain and medication.
  • Overall rating of care.

CAHPS has been surveying Home Health Care of East Tennessee home health patients since July 2010.  Since that time, our overall survey rating has been 96%.  Home Health Care of East Tennessee has always aimed for a high level of customer satisfaction.  Before CAHPS was implemented in 2010, our internally generated surveys produced an overall satisfaction rating of 97%.


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