The Chap Accreditation Process Maps Bristol Hospice’s Success
By Jeanette Dove, Vice President Chief Clinical and Quality Operations, Bristol Hospice, LLC
Since its establishment in 2006, Bristol Hospice, LLC, based in Salt Lake City, Utah, has focused on creating an environment of quality through the delivery of a unique approach to the hospice and end-of-life transitional care model. The development of the Bristol Model was fortified by the underlying value of CHAP Standards of Excellence and the accreditation process. Built on a solid foundation, Bristol Hospice quickly became a leader in its served markets. Led by Christie Franklin, President/Chief Executive Officer, the Bristol Hospice leadership team modeled CHAP Standards of Excellence in both its current operations and also those used when planning for expansion. Each Bristol Hospice location is designed for operational, quality and financial efficiency with a true focus on quality benchmarks and outcomes.
Quality Focus from the Beginning
From the early stages, Bristol Hospice’s leadership recognized the importance of building their business model based on the CHAP Standards of Excellence. The CHAP quality-focused model of care includes a holistic approach: physical, psychosocial and spiritual, with a high level of pain management, and a clinical pharmacy approach supported by a compassionate bereavement and volunteer program. Being aligned with CHAP standards promotes a commitment to excellence in care delivery throughout Bristol Hospice’s expanding footprint.
“We wanted to establish a foundation on the CHAP standards which we use as a platform for all aspects of our business model,” says Christie Franklin, President/CEO, Bristol Hospice, LLC.
At the core of Bristol Hospice’s programs is the delivery of quality care. Bristol Hospice has provided input for national quality initiatives including the Moran Study, and multiple National Hospice and Palliative Care Organization (NHPCO) and National Association for Home Care & Hospice (NAHC) research projects, including prestigious hospice-focused studies at Yale University, Brown University and the Mount Sinai School of Medicine.
Alignment of Operational Standards
Ms. Franklin commented that CHAP is an integral part of Bristol Hospice development and structure — the policies, procedures and educational programs are aligned with CHAP standards. CHAP accreditation has played a key role in dovetailing recruitment and human resource standards as well. The Bristol Hospice corporate structure supports a solid business development model and includes operation, clinical, finance, compliance, legal counsel, business, and leadership development.
“Bristol has built their quality program around the CHAP standards,” says Julie Reynes, CHAP Acting President and Chief Executive Officer. “By achieving an impressive level of measurable quality, Bristol has become a sought after partner in the quickly changing homecare industry.”
Tying compliance with Quality Assurance & Performance Improvement (QAPI) standards has helped set the tone for Bristol Hospice operations and delivery of care. Bristol Hospice serves a number of its patients and families after hours and on weekends. The Quality Assurance & Performance Improvement Program (QAPI) trends patient/family satisfaction scores through utilization of the Family Evaluation of Hospice Care (FEHC). Bristol Hospice corporate office and locations quickly executed a QAPI project across the company. The Bristol Hospice team made improvements such as having a registered nurse answering service calls after hours and on weekends.