As a home care owner, how do you maintain the happiness in your business? What do you do if a client or a caregiver is unhappy or unsatisfied with their care? Balancing the internal operations of the company like scheduling or billing can be difficult when you have a client and a caregiver who just aren’t getting along. Pairing the right caregiver with the correct client is about more than open schedules; it’s about knowing the specific needs of your clients and knowing the personalities and skills of your caregivers. You need to find individuals who will click.
Lucky for you, we put together a list of 5 things you should consider when matching a client’s compatibility with a caregiver.
#1 – Language and Culture
Communication is key. If your client and their caregiver do not speak the same language, you cannot expect this pairing to go well. If caregivers and clients are unable to communicate effectively with each other, there will be frustration and dissatisfaction on both sides. Another factor that plays in is culture. A caregiver may not understand the culture of their client and how sacred some holidays are. Also, if your client needs help cooking and your caregiver is not familiar with a particular style of cooking, they may not know the correct ingredients to use. Make sure your client or caregiver will be in a situation where cultural differences could create frustration.
#2 – Gender Roles
Some clients might feel uncomfortable if a member of the opposite sex is their caregiver. A female client could have an issue with having a male caregiver. She may feel as though she could relate to a female caregiver better and a female might fit her needs better. The same can be said for male clients and female caregivers. Listen to what your clients prefer and select the best caregiver for them!
#3 – Physical Needs
Does the client use any walking aids or a wheelchair? Sending a smaller built caregiver might not be the best option for the client. You want your clients to feel safe and know they are in the hands of a capable caregiver. Never send a caregiver into a situation where they could potentially injure themselves by trying to accomplish physical tasks above their ability. You don’t want to put both your caregiver and your client at risk for an injury.
#4 – Personality
If you have caregivers who can adapt to any situation, such as different personality traits or environments, you may not have this issue as much. It is still good to keep in mind that if you have a shy and more reserved caregiver, placing them with an outgoing or talkative client will not be the best match. Alternatively, you may have a client who prefers to rest quietly and cannot handle a boisterous caregiver. There are, however, situations where opposites can attract.I Ideally, you just want clients and caregivers who mesh well. Listen to what your clients and caregivers have to say. If a caregiver is complaining about personality issues or a client is unhappy. Try shaking it up. You never know who might end up clicking!
#5 – Medical Needs
Pairing a client with a caregiver who doesn’t have the knowledge to care for their needs will be detrimental to your business. Does the caregiver know how to perform CPR or work an oxygen tank? Do they have the correct understanding of when to call a medical professional or emergency services? Sending a qualified caregiver who can confidently and adequately take care of a client’s needs will reassure the client that he or she is in good hands and that your home care business cares.
Monitor a client and caregiver relationship to make sure both parties are fully satisfied. It takes work and little intuition to match the right caregiver and clients, but it is well worth your time to focus on creating a long-lasting client and caregiver relationship.
If you are ever concerned with the satisfaction of your caregivers or clients, Home Care Pulse’s quality management program can help you manage both sides. Home Care agencies who participated in the quality management program had a high compatibility rate between clients and caregivers, according to the 2017 Annual Home Care Benchmarking Study. Our plan provides you with tools and a resource library to help you manage your home care business a little bit easier.
To get started in our program and start learning about the pure satisfaction of your clients and caregivers, request a demo or give us a call at 877.307.8573 to get started.