In 2015, Right at Home partnered with Home Care Pulse to gather client feedback at all Right at Home locations. Whitney Krupala, owner of the Right at Home location in Midlothian, Texas, quickly recognized the value of this.
“I really wanted to know what our clients and caregivers thought of our service,” says Whitney. “There are a lot of people who don’t have the ability or don’t feel comfortable communicating their needs. I think this is true especially on the caregiver side.”
Even though she always extended open invitations to caregivers to come talk to her if there were any problems, she says, “I knew that probably wasn’t going to garner the honest feedback I was looking for. I wanted to see a bigger picture.”
While she was only mandated to have Home Care Pulse survey 5% of her clients each month, she quickly upped this number to 10% and enrolled in caregiver surveys as well. Although the feedback she received was largely positive, it confirmed that she was right to believe that both clients and caregivers felt reluctant to approach her about some of the most important problems.
Whitney believes that part of the secret to perfecting the experience they provide to clients has been to double down on the needs of their caregivers.
One pattern that emerged from the feedback is that caregivers felt they couldn’t reach the office when they needed help, or that the office staff was changing too often. That baffled Whitney. “I knew we were responsive during the day,” she says. “We knew we were answering the phones. We knew we weren’t one of ‘those’ agencies. During the first 18 months we were open, I was taking the calls myself.”