MNCHA & Home Care Pulse: Tackling Caregiver Turnover with Data PDF Free Download
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© 2020 | Home Care Pulse, LLC
MNCHA & Home Care Pulse:
Tackling Caregiver Turnover
with Data Darin Ellsworth
Retention Expert | Home Care Pulse
Nick Vollmer
Owner
Bayada Home Health Care
Baltimore
Felton McGee
Owner
Regent Healthcare Inc.
Angela Martin
Owner
Shepard’s Staff In-Home Care
Before we begin…
1. Please ask any questions via the
Q+A panel.
2. Identify which presenter the
question is directed at.
3. Questions will be answered at
the end of the presentation.
You’ll receive a link to the recording
of this webinar within 48 hours after
today’s session.
Recording
Partnership Introduction
•MNCHA has recently partnered
with Home Care Pulse
•Partnership Includes:
•State Data & Reports
•Association Webinars
•Product & Service Discount
15-month 27-month 39-month
10% 15% 20%
Client/Caregiver surveys:
•Experience data
•Ongoing (real-time feedback)
•Agency-specific data with regional
benchmarking
•Monthly cost
Two kinds of
surveys
Benchmarking Study:
•Operational data
•Annual
•Industry/regional data on finance,
recruitment, operations, etc.
•One-time purchase
The Annual Home Care
Benchmarking Study
benchmarking.homecarepulse.com/order
The most comprehensive
national study on home care.
Give Your Clients
& Caregivers a
Voice
H O M E C A R E P U L S E
•Get feedback that’s
detailed, honest, and
timely
•Identify & monitor
trends in satisfaction
•Market with proof of
quality care
Earn Awards & Recognition
Give Your Clients &
Caregivers a Voice
H O M E C A R E P U L S E
•Get feedback that’s
detailed, honest, and
timely
•Identify & monitor
trends in satisfaction
•Market with proof of
quality care
What We’ll Cover
How to calculate caregiver turnover
Regional & national historical turnover rates
Cost of turnover & 4 data points to track to begin reducing it
Q&A Panel with 3 local agency owners
Calculating Caregiver Turnover
To calculate your average number of caregivers employed during a year,
take the sum of the number of caregivers employed at the end of one year
(i.e. Dec. 2018) and at the end of the next year (i.e. Dec. 2019) and divide
that number by 2.
# of caregivers employed (Dec. 2018)
+ # of caregivers employed (Dec. 2019)
÷2
= Avg. # of Caregivers Employed
84,000
caregiver surveys
in 2019
How did we get this data?
108,000
client surveys in
2019
1500+
agencies participated
in the 2019 Home
Care Benchmarking
Study
Historical Caregiver Turnover
30.00%
40.00%
50.00%
60.00%
70.00%
80.00%
90.00%
2009 2010 2011 2012 2013 2014 2015 2016 2017 2018
National Northeast Region
???
2019
Direct Costs
•Separation costs
•Overtime for other staff
•Replacement hiring costs
•Training costs
Indirect Costs
•Lost revenue from loss of
clients or adequate staff to
bring on new ones
•Lost productivity
•Coping with vacancy
•Reduced quality/errors
•Reduced morale
•Loss of best practices
Costs of caregiver turnover
In 2019, more than 60% of
agencies reported having
turned down a client in the
previous 90 days due to a lack
of caregivers.
Median Hourly Caregiver Wages: Northeast Region
Average caregiver wage (Northeast median): $11.00
Average weekly hours: 30
Weeks per year: x 52
Forecasted Annual Wages: $17,160
% of annual wage to replace: x 16%
Estimated turnover cost per caregiver: $2,746
Calculating the True Cost of Caregiver Turnover
The True Cost of Caregiver Turnover
Northeast Region
2017 2018
Average Caregiver Wage
$10.50 $11.00
Average Weekly Hours worked per Caregiver
30 30
% of annual wages to replace employee
16% 16%
Estimated Turnover Cost per Caregiver
$2,621 $2,746
Average Number of Caregivers
100 100
Average Caregiver Turnover Rate
50% 69%
Estimated Total Annual Caregiver Turnover Cost
$131,040 $189,474
$58,434 increase
1. Pay. For every additional $1/hr. you pay, turnover goes down
10%. (This is twice the impact that it made in previous years.)
2. Office staff turnover. For every staff member who leaves,
you’ll lose 5 caregivers on average.
3. Years in business. Caregivers gravitate toward stability.
The Top 3 Factors Correlated with Turnover
2019 Home Care Benchmarking Study
4 Data Points to Reduce Turnover
Employee Net Promoter Score (eNPS)
Relies on the question: “One a scale of 1-10, 10 being the most likely,
how likely are you to recommend this company to others?”
% of promoters –% of detractors = eNPS
•Detractors are caregivers who give you a 1-6 out of 10.
•Promoters are caregivers who give you a 9-10 out of 10.
Caregiver Overall Satisfaction Rating
Satisfaction is calculated by asking the following question to individual
caregivers: “On a scale of 1-10, how satisfied are you with your
employment at this company?”
Caregiver Turnover by Lifecycle
Sum of caregivers (1-90 days, 91-180 days, 180+ days)
Average # of caregivers employed
Caregiver Average Lifetime Value
Annual Revenue
# of caregivers employed this year X Avg. Length of employment
for your caregivers
Introduce Panel
Nick Vollmer
Owner | Bayada Home Health Care
Baltimore
Felton McGee
President & CEO | Regent Healthcare Inc.
Angela Martin
Owner | Shepard’s Staff In-Home Care
Question #1
Given internal profit constraints, how
have you managed to stay competitive
locally with caregiver pay?
Question #2
How do you leverage flexible
scheduling and consistent hours to
reduce turnover?
How have you developed a company
culture that helps caregivers feel
included and motivated?
Question #3
What are 2 best practices you’ve found
to recognize your caregivers?
Question #4
How are you using client/caregiver
satisfaction survey data to improve
your agency?
Question #5
What is one example of feedback you have received from
a caregiver survey that helped you identify and ultimately
make an impactful change at your agency?
Question #6
•Caregiver turnover is costing the average 100-caregiver agency
more than $180,000 every year.
•Top 3 factors: pay, office staff turnover, and years in business
•Additional factors discussed that help reduce turnover:
•Stay competitive with local wages
•Leverage flexible scheduling and consistent hours in recruiting
•Develop a company culture that makes employees feel valued
•Use a caregiver recognition program
•Measure caregiver satisfaction & keep a pulse on their feedback
Summary
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