The survey found that many wish for better communication with providers and payers

NEW YORK (February 28, 2017)—HHAeXchange, a connector of homecare payers, providers and members, released its inaugural State of Home Care 2017 survey results. This benchmark survey examines the current homecare experience, shedding light on how members are impacted and how states, payers and providers can make efforts to improve the industry.

HHAeXchange surveyed 250 participants who were either receiving homecare or managing their loved one’s homecare experience. The results highlight a lack of communication between payers and providers, and how that gap is leading to a depersonalized experience for members. Respondents also noted instances of fraud, waste and abuse that can occur, but there was exceeding optimism among members about the impact of technology and how homecare can improve the experience moving forward.

“Perhaps more than any other area of health care, the homecare industry suffers from disjointed and disconnected communication, which limits the quality of care delivered,” said Greg Strobel, president, HHAeXchange. “Before we can improve member care, we must first understand what’s currently happening, and where gaps exist that can be improved upon by the homecare community. Our survey gives payers and providers in home care powerful insight into how they can ensure program integrity and implement technology to improve care delivery.”

While payers and providers may view homecare fraud as a revenue issue that is largely hidden from members, the data reveals otherwise. Respondents were able to clearly identify real and potential instances of potential fraud, waste and abuse, with less than 30 percent (27.9) of people indicating that their homecare provider showed up on time and stayed the hours they were required.

Beyond issues of compliance, respondents also noted that personalization of care falls short, with 22.4 percent of respondents noting that the number one area of homecare they would improve was having a caregiver with skills better aligned to member needs.

As the industry develops, homecare members agree that technology and innovation will be critical to the success of the industry. Nearly two-thirds (66.5 percent) of respondents said that wearables will be an important part of homecare in the future, providing more transparency and data on the condition of members on a consistent, real-time basis.

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