Susan W’s mom was being discharged from the hospital on Tuesday. A loving daughter but also a busy executive, Susan knew mom shouldn’t be left alone at home – but Susan’s schedule meant she couldn’t be there with mom. Desperate, Susan asked her mom’s doctor for a referral. He directed Susan to the hospital discharge planning department where they gave her “the list”…….. a long list in neat alphabetical order. “Which one do you think I should call”?”, asked Susan. “Oh, we can’t tell you that.” the discharge planner informed her. “You’ll have to make your own decisions.”

Feeling somewhat as if her car mechanic had left the choice of timing gears up to her, Susan began wading through “the list” the discharge planner had given her. What questions should she ask these companies? What were the right answers?

Susan’s anxiety heightened. She was a bright, successful professional – but in the marketing field! What did she know about home care? How could she possibly make an informed decision?

The Role of Discharge Planners in Making Referral Recommendations

How many Susans do we encounter in our professional lives? Why do we feel perfectly justified in hiding behind “the list”? Although the selection of a home care company will ultimately be the client’s choice, we have a clear responsibility to ensure our clients and their families are making informed decisions. By simply handing out a list to our patients, we are ignoring our professional responsibility.

The 2 Biggest Excuses

 1. “…but we have to give out everyone’s name by law. It’s our policy.”

This is a gross misinterpretation of the Medicare ruling that requires professionals to make unbiased referrals. Fist of all, this ruling applies only to Medicare certified providers. Secondly, even for Medicare providers, the intent was to prevent self referral and/or inappropriate financial gain. It was not intended to leave consumers floundering while seeking information.

2. “…but we don’t have time to research each company.”

It’s true we don’t. But thank heaven we don’t have to. We can certainly indicate which companies are licensed. We can place companies on the list into appropriate categories with an explanation about what each category means. We can indicate the differences between a registry and a home care company. We can explain what ‘licensed and bonded’ actually means. In fact, are we as professionals even clear on the differences? We can and should educate ourselves first!

What Should A List Include?

Briefly, home care companies should be listed by category with appropriately licensed Home Health, Home Nursing and Home Services companies leading the list. An explanation of the categories should be included. If possible, a checklist indicating which type of service is most appropriate for specific patients can also be included

Do you know how to select the right in home care provider?

Summary

As patient advocates and professional resources, by distributing the ubiquitous “list”, we may be exposing our patients to major risks and liabilities. As professionals, we have a clear obligation to assist our clients in ensuring their health and safety by guiding them through the confusing maze that is home care.

Conclusion

Let’s take another look at Susan – this time the discharge planner hands Susan a list with home care resources listed by category and licensed companies clearly marked. Explanations of each category and appropriate questions to ask are included. As Susan scans the list she sees that a registry may be more affordable for mom but she feels mom’s safety and security are a bigger concern. For this she needs a licensed home care company that screens and supervises their staff. Moving to that category, Susan notes that 2 agencies are at the top of the list. She calls each company following the guide questions provided. When Susan makes her selection she feels comfortable and secure that she’s made the right decision and sends a silent thank you to the discharge planner who gave her this list!