There are different ways you might go about doing it, but our program, in which we interview your caregivers every month as a third party, is the best way to get consistent, unbiased feedback that is raw and actionable. Respect for authority, fear of confrontation, and fear of losing their jobs may prevent your caregivers from giving you unbiased feedback; the most important feedback they can give you is negative feedback.
The Positive Effects of Negative Feedback
While it feels good to focus on the positive feedback you get back, improvement will come as you focus and act on the negative. Every agency gets negative feedback, but a good agency can become a great agency when it lets negative feedback power change rather than arguing with it or sweeping it under the rug.
The advantage of closely tracking different aspects of caregiver feedback is that you can identify small, often very simple areas of improvement that deliver strong results. Focusing on one area where caregivers are displeased is easier than trying to tackle every factor causing caregiver turnover all at once.
For example, the industry’s lowest caregiver satisfaction score is in caregiver recognition. Recognition is a much less costly way to increase retention than other methods like increasing wages. Agencies that are alert to this fact and act upon it can decrease their caregiver turnover at little cost.
Lowering Caregiver Turnover Increases Recruitment
Caregiver turnover and caregiver recruitment are two sides of the same coin—when turnover is decreasing, recruitment becomes easier. If you recruit the right caregivers, turnover will go down. Not only will gathering caregiver feedback help reduce your turnover, but it will help you attract better caregivers by making your agency a more desirable place to work.
Your reputation is a powerful force for recruitment. While caregivers recruited through an employee referral program usually have a higher-than-average acquisition cost, this pays off in the long run because they typically stay longer and provide better service.
Rising Tide Raises All Boats
There’s a saying you might have heard before: A rising tide raises all boats. Your agency is comprised of many different boats—caregiver recruitment, client experience, marketing, caregiver training, office staff, etc. Raising your caregivers’ satisfaction does not impact just your caregiver turnover boat or just your caregiver recruitment boat; it is a rising tide that raises the quality and performance of every part of your business.
To learn more about how we can empower you to reduce caregiver turnover by providing you with feedback from your caregivers, request a free demo with one of our specialists.