Your Customers

You Care

About Client Satisfaction

As an organization, you’re often putting your faith—and your reputation—in the hands of others. You need to be certain your clients, patients, and residents are content and treated well.

There are many facets of the senior care industry, each with their own circumstances and challenges. Whether it’s a senior living resident; a rehab, home health, or private duty patient; or the family of an individual in hospice care; their satisfaction is paramount to your success.

You Care

About Patient Recovery

When you send patients home from a short-term rehab stay it is critical to have a cost-effective, quality way to monitor their recovery and know when to step back in to help prevent re-hospitalizations and/or readmit them to your facility.

We Connect, Inform, and Deliver Results

Through ongoing surveys, WeCare Connect will contact your clients and ask them questions related to their senior care experience or recovery. Though there are several aspects of our connection process that are repeated across each customer type, we customize our questions and contact timeframes to the individual scenario. Any time an issue with customer satisfaction or recovery comes up, we immediately notify the correct person in your organization so the issue can be promptly addressed.

Resident

Seniors have options for where to spend their golden years. Your community will likely be their home for the rest of their lives—if you’re meeting their needs. In a senior living environment, your goal is to ensure not only successful move-in of new residents, but also ongoing contentment with all aspects of their experience.

Through regular contact, we monitor your residents’ overall satisfaction with your community by asking probing questions about areas of interest, including food service, housekeeping, activities, and health and wellness.

WHAT ARE THE COMMON CAUSES OF RESIDENT MOVE-OUTS?
  • Undesirable and unwelcoming move-in

  • Difficulty transitioning to their new home

  • Dissatisfaction with their living experience or level of care

  • Lack of engagement, affecting quality of life

KEY TIMEFRAMES
  • 2 weeks after move-in

  • 45 days after move-in

  • Every 180 days thereafter

Rehab Follow-Up

Patients affected by injury and disability want to be able to return home and pursue healthy and fulfilling lives. To improve recovery outcomes, your communication must continue beyond the initial rehabilitation treatment. In addition to preventing re-hospitalizations, you need to ensure patient satisfaction, which in turn increases the potential for referrals.

Our Rehab Follow-Up process allows you to extend your care and help avoid future health crises by staying connected with your post-discharge patients. We contact your patients at key intervals and ask them a series of general questions, along with specific questions tied to their primary diagnosis.

WHAT ARE THE FACTORS THAT CAN CAUSE SETBACKS AND FUTURE CONCERNS?
  • Little to no contact with rehab patients once they return home

  • Minimal ongoing data on post-discharge rehab patients

  • Insufficient information on recovery progress and issues that may cause re-hospitalizations

KEY TIMEFRAMES
  • 24 hours from discharge

  • 48 hours from discharge

  • 7 days from discharge

  • 21 days from discharge


Home Health

In a home health situation, you need to monitor quality of care and staff behavior to ensure patient satisfaction—and also bridge the communication gap between visits. Information often flows through nurses and therapists and not directly from patients, and issues may not be revealed until after service is complete, when it’s too late for you to respond.

WeCare Connect keeps you informed, by contacting your home health patients and asking them questions related to their admission experience, wellness, medications, pain management, interactions with staff, and overall agency satisfaction.

WHAT FACTORS CAN LEAD TO UNDESIRABLE PATIENT FEEDBACK OR referral CONCERNS?
  • Issues with medications and pain control

  • Training deficiencies, and other service-related matters

  • Conflicts between patients and staff

  • Lack of awareness of re-hospitalizations and needs for additional services

KEY TIMEFRAMES
  • 1 week after admission

  • 2 weeks after admission

  • 1 week after recertification

  • 1 week after discharge

  • 45 days after discharge

Hospice

Hospice care is unique in that it affects others as much as, if not more than, the patient. Your goal is not only to keep patients as comfortable as possible during their end-of-life care, but also ensure that family, spouses, and friends are supported and feel their loved one had the best possible experience during their last days.

WeCare Connect contacts the relations of your hospice patients at key timeframes and asks them questions about their admission and care experience, medication and pain management, end-of-life concerns, interactions with staff, and grief resources.

WHAT ISSUES CAN CREATE AN UNSATISFACTORY EXPERIENCE, LEADING TO REIMBURSEMENT OR REFERRAL CONCERNS?
  • Issues with medications and pain control

  • Conflicts between patients/families and staff

  • Lack of grief support

  • Ineffective or inadequate services

KEY TIMEFRAMES
  • 2 days after admission

  • Every 4 weeks until discharge

  • 30 days from discharge

  • 4 month bereavement

  • 10 month bereavement


Private Duty

Private Duty Care makes it possible for clients with limitations to remain in a familiar, comfortable environment. As an administrator of these services, you need the peace of mind that clients are happy with their caregiver and plan to continue their contracts.

Our Private Duty surveys allow you to ensure successful admission of new clients and ongoing client satisfaction.

WHAT ARE THE CHALLENGES OF HAVING REMOTE CUSTOMERS AND STAFF?
  • Unaware of quality & satisfaction issues until too late

  • Information is typically flowing through caregivers and not directly from client or client’s family

  • May be unaware if clients would like or need more service

  • Not enough time or resources to do consistent ongoing home visits

  • Monitoring staff performance

KEY TIMEFRAMES
  • 2 weeks after admission

  • 45 days after admission

  • Every 90 days thereafter

Viewing Your Data

Because WeCare Connect captures so much valuable data for your organization, it is critical to present it in a clear and meaningful way. We do this by utilizing two powerful reporting methods and allowing you to benchmark against our extensive peer data.

1. Wizard based Survey Reports

These easy to use, customizable reports allow you to view any and all survey questions and responses.

2. WeCare Connect Insights

These comprehensive dashboards pull together several responses and attributes of your customers into easy to digest, color-coded information that reflects the overall health of your customer base. There are several dashboards focusing on key areas such as:

  • Survey Effectiveness
  • Notification Management

  • Overall Customer Health

  • ​​Customer Satisfaction

  • CoreQ (if applicable)

  • Customer Feedback

  • App Employee Satisfaction
  • App Notifications
  • App Survey Effectiveness
  • App Well Equiped
  • App Workforce Health

3. Peer Data

Built right into both of our reporting methods is the ability for you to benchmark your organization against our national peer data aggregate of tens of thousands of customers.

“We rely greatly on the feedback WeCare Connect provides. Not only does it give us valuable customer service feedback, but we also receive important clinical information quickly, helping our staff ensure that patients are receiving appropriate post-discharge services. We also use the WeCare Connect monthly reports to communicate with staff about how they are perceived by our patients. This is important because people who use our facility often provide word of mouth reviews to their friends and relatives. If we didn't have the information that WeCare Connect provides, we wouldn't be as well-equipped to make timely, appropriate 'course corrections' in how we provide care. WeCare Connect has been a great addition to our public relations/marketing program, even beyond what we anticipated. Not surprisingly, we are very pleased that we signed on as a client.”

Allen Brown, Executive Director 
The Nathaniel Witherell, CT

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