Home Care Pulse specializes in capturing and measuring client and caregiver satisfaction for hundreds of private duty home care agencies nationwide. Our primary goal is to help our customers improve quality and then PROVE they provide the best in quality care. We are responsible for conducting and administering the annual Private Duty Benchmarking Study, co-sponsored by the National Private Duty Association (NPDA). This study has become the largest and most in-depth study on the private duty home care industry. Last year we had over 500 agencies participate.

We conduct live phone interviews with your clients/family members and caregivers and then report the results back to you. Using this vital information allows you to make more informed and productive business decisions.

Increased client & caregiver loyalty: By giving your clients and caregivers a “voice,” they feel valued and are less likely to go to a competitor.

Quality improvement: Results of the satisfaction interviews are conveyed back to you, allowing you to make adjustments on the “front lines”.

Promote and drive business: By having a third party measure your client and caregiver satisfaction, you can prove you care about quality by utilizing the “Home Care Pulse Certified” logo. After your first 6-months, you become eligible to win what many experts consider the most prestigious award offered in our industry, “Best of Home Care®.”

After your first month of services. The purpose of becoming “Home Care Pulse Certified” is to show clients/families, prospects and referral sources that you are being pro-active about improving the quality care you provide. So you can begin marketing this designation shortly after your first month! The great thing is you do not need to come up with your own marketing tools from scratch. We have already done it for you. To see a sampling of some of the marketing tools we provide our customers, click here.

After six-months of using our monthly services, your agency will become eligible for our prestigious “Best of Home Care®” award.

To qualify, you must score within the top 25% of client satisfaction in ANY of the 12 categories we rate. Approximately 40% - 50% of our customers receive the “Best of Home Care®” award in at least 1 of the 12 categories.

Each satisfaction interview will be available, via your secure online account, within 48-hours of it being performed. Your monthly feedback, benchmarking and trending reports will be combined and emailed to you within 48-hours of your last satisfaction interview. This report will also be accessible online.

We strive to make sure that the last interview we perform for a customer is within 5-business days of the first interview. Once you are signed up for services, your agency will be assigned a 10-day window each month when you should expect to receive your monthly report. And you can access all your previous reports via your Home Care Pulse secure online dashboard. To view a sample monthly report, click here

Your monthly reports will include a copy of each interview performed, a monthly benchmarking report, and a monthly trending report. The reports are highly visual with charts and graphs. Click here to gain access to a free sample copy of a monthly satisfaction report.

On the first month, we recommend an interview sampling of 20-30% of your active clients and caregivers. Every month thereafter it drops down to 10% of your active clients and caregivers. For example: If you have 100 active clients, we would interview 10 clients each month after the first month. This provides consistent feedback and benchmarks to help you stay connected and make educated decisions on process improvements.

The experts in customer satisfaction all agree that gathering unbiased feedback once or twice a year is simply not frequent enough to establish an effective and long standing quality improvement program. By performing live phone interviews each and every month, Home Care Pulse is able to provide you with consistent and timely reports that allow you to make quality improvements now! Plus, constant feedback gives you an up to date pulse on what is happening in the field. Learn more about our proven method of capturing and measuring satisfaction.

No. Though we provide ongoing monthly services, the service agreement is typically month to month. At Home Care Pulse we believe in earning your business each and every month. However, we do offer a longer term agreement, for corporate organizations with many locations, who are seeking significant volume discounts.

Our customers quickly learn that negative feedback from a client or caregiver can turn out to be a wonderful gift. Why? Because it gives them a unique opportunity to make an improvement for the better. Of course, getting high scores feels good and can be a great boost to the morale of your company. However, as you use our services, you will quickly begin to appreciate all of the feedback you receive, positive or negative.

The cost depends on the number of clients and/or caregivers your agency has because we charge by the completed interview. Our prices include the comprehensive feedback, benchmarking and trending reports, and our exclusive marketing tools. In-order to provide accurate pricing, we will need to know more about your agency. To receive a customized proposal, click here

Home Care Pulse has created client and caregiver introduction letter templates. When you sign up for services, we will email these templates to you so you can print them out onto your own letterhead and send them out to your clients/family members and caregivers. These letters show you care about their opinion and increases client and caregiver participation. To save on postage, these letters can be sent with invoices and paychecks.

We have determined that we receive a far better, more high-quality response conducting interviews over the phone due to the ability to have a 2-way conversation with your clients and caregivers. This is why we call them interviews and not surveys. This 2-way communication gives your clients and caregivers a voice to express more openly and honestly. We capture all of this feedback and transcribe it into a nicely typed up feedback report. This format allows us to not only capture a score, but the attitudes behind that score, good or bad. Learn more about our method of capturing and measuring feedback from your clients/family members and caregivers.

Yes! Doing mailed or emailed surveys on your own can (1) be time consuming, (2) deliver low response rates, (3) never allow you to benchmark your performance, and (4) give you biased results. At Home Care Pulse, we are able to obtain more honest, candid responses than an agency conducting their own surveys. Plus, because we work with hundreds of agencies, we are able to benchmark your performance against the Home Care Pulse Average and Best of Home Care companies. Additionally, we do this day in and day out and understand what works. You no longer need to waste time and throw money towards satisfaction capturing methods that simply do not work. .

To help customers improve quality and then PROVE they provide the best in quality care, Home Care Pulse has created several marketing tools; such as Homecarepulsecertified.com and BestofHomecare.com that explain why a client would want to chose an agency that has these designations. We work hard on driving consumer traffic to these websites so they can become educated on why a “Home Care Pulse Certified” or “Best of Home Care®” agency should be the only choice for them. Along with these consumer websites, we have created professionally written press releases, building banner templates, and much more, to help our customers set themselves apart from the competition. Learn more about our marketing tools created for our customers.

Home Care Pulse will provide you with simple step by step instructions on how to provide the information needed. Initially, it is best to send us the information by exporting the data to an Excel/CSV spreadsheet. If you work with a commercial software scheduling program, exporting to an Excel/CSV file takes only a few clicks. After we do the initial import of your data into our system, you will be given your own secure online account where you can update the information each month. Updating is simple and quick. The average agency spends approx. 30-45 minutes updating it once a month.

You will be able to update/add/edit clients and caregivers, view historical interviews & reports, manage your agency specific questions, suspend clients and caregivers, setup other users and access levels, and provide feedback back to Home Care Pulse whenever you like! It is a very friendly system to use and comes free with your service

We gather very basic information on your clients & caregivers so we can make our interview calls. For the clients, we need the client’s name, responsibility party relationship to client, responsible party name, responsible party phone, and admission date of the client. For the caregivers, we only need name, phone and hire date. This information is not deemed Private Health Record Information and would typically not fall under the HIPAA security act since we do not gather health information or records. However, for your peace of mind, you will be given a secure/encrypted online account you will assign a member of your team to update with new client/caregiver contact information. Each of our service agreements includes HIPAA and confidentiality language. For those who would like even further protection, we also have available a “Business Associate” agreement.

To ensure we receive an accurate sampling of your clients, our interviewers randomly call your clients and caregivers. However, once a client or caregiver is called and interviewed, they are put to the bottom of the list and would not receive a call for a minimum of 5 months. .

The answer is Yes and then No. We try and interview discharged clients within 90-days of discharge. If we are unable to interview them within that time period, they will not be interviewed. Discharged clients are part of the 10% monthly sampling. Currently, we do not interview caregivers who are no longer employed.

Because we benchmark and trend your performance, the majority of the questions are standard and specific to private duty home care. However, we allow each of our customers to specify an “agency specific question.” This question can rotate every month or remain the same for the long-term. The online account we provide you allows certain user’s access to type in their questions, one for the client interview and one for the caregiver interview. These questions are specific to your agency.

Home Care Pulse will contact the responsible party for the client. This may be the client themselves. Caregivers will be contacted directly.

The results will be emailed directly to you and shared via your Home Care Pulse secure online dashboard. Your specific results are not shared with anyone else.

At the end of each interview, we give the clients/responsible party the option to be anonymous, although fewer than 10% choose to be. They want you to know who they are in most cases. Caregivers do not have a choice; they are always anonymous to protect their identity. At the beginning of each caregiver interview, we let them know that we will not share their name with their employer. Knowing they are anonymous allows the caregivers to be open and honest with their feedback.