Even agencies who pride themselves on consistency and professionalism have blind spots; you and your staff can’t be everywhere. Here’s why it’s important to put good processes in place to learn what’s going on in your business.
While the majority of agencies have capable, professional staff and reliable, compassionate caregivers, there are always going to be a few outliers. With our research associates making thousands of phone calls every day to survey clients and caregivers about their experience, there’s bound to be some surprising calls.
We share these not to be unnecessarily negative about anything, but because they’re strong examples of incidents that can happen all too easily if you’re not careful.
Even agencies who pride themselves on consistency and professionalism have blind spots. It’s hard to keep a pulse on everything that’s happening in your business. You and your staff can’t be everywhere.
Some of these examples are extreme—and hopefully nothing of this magnitude is going on your agency. However, our experience—from surveying the clients and caregivers of thousands of agencies—is that there’s almost always more going on than you realize.
As you read these, consider whether there’s the possibility that any of these could occur in your agency. For example: