“When I’m talking to potential clients or referral sources, I don’t really talk about services anymore, because there are over 600 other agencies doing that. What I show is our outcomes. I show them our scores and tell them to go ask other agencies what their scores are.” […] “

“You have to learn the kind of culture [your caregivers] are looking for. It isn’t just about money or they’d be working in a warehouse. We have a ton of warehouses near us and they all pay a minimum wage of $15 an hour […] ”

“As a business owner, you take pride in your business and you can be blind to what’s going on. As much as it stings, we need to know what the gaps are and we can’t always see that with our own eyes […]”

When our monthly surveys from Home Care Pulse come out, my staff knows that the following week, it will be discussed at our staff meeting. They are each responsible for an area of the report. If they’re below a 9 [out of 10], they need to be prepared with an answer of what we need to do to improve it […] “

“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 […] “

“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 […] “