In 2017 Carefree Home Care decided to partner with Home Care Pulse to benchmark their agency’s performance against the rest of the industry and capture unfiltered feedback from their clients and caregivers. Even though they were trying to touch base with everyone regularly, they found it was a challenge to connect with all of their clients and some kept their distance. They also wanted to show their clients and prospects their dedication to providing quality care.
We don’t have to guess what’s going on out there and what other [agencies] are doing… Now we can measure ourselves against the rest of the industry.
Using Client and Caregiver Feedback to Make Data-Driven Decisions
Carefree Home Care quickly learned that perception is truly reality when it comes to client and caregiver satisfaction. Though they had an online training program set up for caregivers, their caregiver feedback indicated that this was an area that needed improvement. Based on the feedback and satisfaction ratings they received, they decided to revamp their training with an in-service training program. The changes are making a big difference. After making the change, they were able to see caregiver satisfaction ratings for training trend upward. They also earned a Best of Home Care – Employer of Choice award and are using it to set their agency apart in conversations with prospective clients and in job ads.
Carefree Home Care uses their client and caregiver satisfaction trend reports in their monthly meetings, so they can make data-backed decisions and continuously track their impact. They now know where to focus their efforts and can make tough decisions with confidence. Carefree Home Care has used their reports to adjust roles around the office and more recently decided that it was time to bring in a different scheduling coordinator based on client and caregiver feedback on communication.
Partnering with Home Care Pulse and getting these surveys has been eye opening… Some things we thought we were doing really great on we can see that we needed some changes—especially with our caregivers.
Carefree Home Care’s Results: Better Training, Better Care.
Caregiver Training Satisfaction
Impact on Client’s Daily Life