abaqis engages staff and residents, improving everyone’s satisfaction
A key part of abaqis centers on staff interviewing residents and their families because it lets OVHL know where the facility is doing well and where it may need to improve. The interviews spark conversations to help resolve any issues and give the veterans OVHL serves another way to express their needs and wants. They also help the nursing staff learn about issues they may need to address, such as asking social services to make a dental or hearing appointment for a veteran.
“We always take negative responses seriously, investigating, responding to and resolving those concerns as soon as possible,” explained Silkett. To help track progress, abaqis has built-in graphing tools that illustrate quarterly trends. This gives OVHL the ability to assign a PIP team to help resolve any downward trends.
abaqis has been well received because the staff sees the benefits of how it helps them get to know the veterans and their families better. “For example, it’s an opportunity for the veteran or family to be complimentary of the care they receive from staff,” said Silkett.
Most of OVHL’s veterans enjoyed being interviewed by staff and answering questions. In fact, some saw it as an opportunity to discuss a variety of matters and to compliment staff. “Our abaqis interview questions about activities have allowed us to plan meaningful outings for our veteran residents,” noted Silkett. “For example, one veteran who was a retired flight nurse, said she had flown on just about every type of aircraft except a helicopter. The activities department set up a trip for her with a local helicopter service and she was able to fulfill that wish.