Examples of Changes Driven by Caregiver Feedback
Norwood Seniors Network has always been a good place to work, says Laura, but caregiver feedback has helped to pinpoint things that she didn’t realize were problems.
“A while ago, I noticed people were giving low scores mentioning raises,” she says. “Someone would say they hadn’t gotten a raise in four years.”
“The thing is, we already give a raise every single year. But I realized (and this is crazy to me) that some people just didn’t realize they were getting a raise. So, in terms of their job satisfaction, it’s as if they weren’t getting one at all.”
To counter the problem, Laura’s team implemented a plan to send letters out notifying caregivers when they received raises and expressing appreciation for their hard work. The negative scores related to raises disappeared.
This is just one example. Laura cites a variety of examples—everything from challenges with supervisors to not liking the company shirts—that didn’t come up until the caregivers had the chance to speak their minds to a third party.
“There’s not one magic pill to retention,” says Laura. “It’s hitting on a bunch of different things. It takes consistency and it takes understanding all the pieces to the puzzle.”
“You have to learn what all those pieces are by listening; then the key is follow-up. Collecting this feedback isn’t going to do you any good unless you act on it. [Home Care Pulse surveys] only help if you’re willing to not only take the feedback but to act on it.”