Helping your caregivers be more satisfied in their work will have positive ripples across your entire business. Collecting caregiver feedback is key to accomplishing this objective.
Most home care agency owners understand the importance of a great client experience and dedicate themselves to improving it. However, it can be easy to overlook the importance of listening to your caregivers and working equally hard to improve their experience.
Having happy caregivers will save you money on turnover costs, help you provide better care that results in happier clients, help you recruit better caregivers in the future, and ultimately make your life as a home care agency owner much easier.
With industry turnover at 67% and home care agency owners identifying caregiver shortages as the top threat to their growth, the agencies best positioned to handle recruitment and retention are those who listen to their caregivers and act on the feedback they receive.
I’d like to discuss some resources Home Care Pulse provides to help listen to your caregivers, as well as some methods that any agency, Home Care Pulse customer or not, can use to help improve their turnover.
Understanding Caregiver Engagement Score
At Home Care Pulse, we are intently focused on helping agencies better listen to their caregivers through our Caregiver Satisfaction Program.
You’re probably familiar with the Net Promoter Score®, a metric commonly used throughout the business world to measure a customer’s willingness to recommend a product or service to their friends. We use a similar metric called the Caregiver Engagement Score to track a caregiver’s willingness to refer others to work for you.
In every interview with caregivers we ask, “On a scale of 1-10, how likely are you to refer others to work at this agency?” We then sort caregivers into three groups based on their responses: Promoters (9-10), Passives (7-8), and Detractors (1-6).
To calculate Caregiver Engagement Score, simply subtract the percentage of detractors from the percentage of promoters.