With regular reports and feedback being provided through their online portal, Tamara and her team now review the feedback each week and discuss how to act on it. They also watch for trends to identify if there are long-term issues that need their attention.
“If in the past three [monthly reports] we see there’s a problem, we know that this is something we need to take steps to address. . . It’s so easy to not realize what you’re not doing, and it’s so easy to not realize that what you are doing isn’t as helpful as you thought it was,” Tamara says.
In one survey, for example, a client’s daughter who lived out-of-state expressed some dissatisfaction with the level of communication and stated that she wished she could get a monthly update on her father. Despite this frustration, she hadn’t mentioned anything directly to Tamara or her team. Her team set up a monthly status report to send to the daughter, who was thrilled with the follow-up and quick action.