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.
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.
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.
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.
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
2 weeks after move-in
45 days after move-in
Every 180 days thereafter
After move out
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.
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
24 hours from discharge
48 hours from discharge
7 days from discharge
21 days from discharge
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.
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
1 week after admission
2 weeks after admission
1 week after recertification
1 week after discharge
45 days after discharge
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.
Issues with medications and pain control
Conflicts between patients/families and staff
Lack of grief support
Ineffective or inadequate services
2 days after admission
Every 4 weeks until discharge
30 days from discharge
4 month bereavement
10 month bereavement
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.
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
2 weeks after admission
45 days after admission
Every 90 days thereafter
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:
Overall Customer Health
CoreQ (if applicable)
“ABHM took a big step forward when shifting from a standard, yearly customer satisfaction survey to a quarterly phone call to talk with our residents about the care they are receiving from us. We've found that we enjoy the timeliness of being able to hear what our customers are saying, both in the areas of satisfaction and opportunities, as well as the immediacy with which we can respond to any concern they may share with us. The Insights Dashboard gives us the ability to have a benchmark to compare ourselves to other like organizations which we appreciate immensely.”
Shanna Eckberg, Chief Operating Officer
American Baptist Homes of the Midwest, MN