Reengineering a Home Health Care Agency to Achieve Cost Effectiveness

Abstract

Home health care agencies face a clear challenge in a managed care environment: reduce costs and maintain and improve quality. Organizational efficiencies and customer satisfaction are the outcomes of the reengineered home care organization. The staff of UCSD Home Care recognized that for one agency to survive and thrive, major changes had to occur. The major phases of the staff-driven, staff-led reengineering effort were accomplished within 4 months. The implementation process that affected virtually ALL home care staff continues. One year following the reengineering project's initiation, the agency has achieved a significantly healthy bottom line, customer satisfaction is high, cost per unit of service is significantly reduced, and employee morale is better than ever.