3. Agencies are unable to schedule clients according to the clients’ preferences
Typically, this meant either being unable to provide the number of hours that clients want or being unable to come during the specific times that the clients wanted. This likely reflects on the challenges of recruitment and retention that most agencies are currently struggling with.
2. Caregivers that aren’t trained properly
This can be broken down into categories: either individual caregivers lacked the training to deliver on the type of services clients requested, or groups of caregivers had such varied levels of training and preparation that it signaled a need for the agency to provide training programs to ensure better consistency across the board.
1. Office staff failing to communicate consistently, especially when there is a change in staffing
Communication has consistently been a strong theme in the surveys we’ve conducted for both clients and caregivers. While keeping clear communication is probably one of the easier ways that agencies can quickly improve client and caregiver experience, it seems that communication is one of the first areas to suffer when agencies are dealing with bigger challenges. An agency that can maintain clear, consistent communication even while dealing with larger challenges like being short staffed will find that it helps a lot of other things to go more smoothly.
Are you listening to your clients’ complaints?
Has your agency heard any of these home care client complaints? Hearing the negative truth from your clients isn’t easy for any agency owner, but receiving client feedback is invaluable to your agency’s improvement and success. To see client feedback shaping the strategy and success of an agency, check out a Right at Home agency success story in Midlothian, Texas.
We know there is a lot to digest here, and it may seem overwhelming to tackle all these home care client complaints that your agency hears. However, we recommend you take time to learn and understand what your clients are saying about your business, services and employees.
If you need help gathering client and caregiver feedback, don’t hesitate to reach out. Home Care Pulse offers satisfaction management services that can gather unbiased data from your clients and caregivers and report them back to you in a real-time dashboard. Request a demo to learn more.