Improving your homecare agency with feedback from your care clients
Any care agency wants to give the best possible quality of service to their clients – but how can you get the right kind of feedback? Get feedback from your clients and their families. Communication between your care managers and your clients for feedback is extremely important to maintaining and improving your care services being delivered.
How do you gather feedback?
There are a number of ways to get feedback on your services. Make sure that when you are registering a new client, that their contact information is taken, as well as the contact information of those near to the client, such as family members, so that you can follow up with them. Try to get email addresses as well as phone numbers; this allows for additional ways of communication, and so allows for more easy ways to get feedback. For clients with dementia or similar kinds of conditions, family members are often the best to ask, as they are able to help improve the care being received by their loved one.
Surveys in home care
Monthly or bi-monthly surveys are a good way to get constant feedback on care. Keep surveys short; 5-10 questions maximum, and identify what you want to know (see below for some examples). Surveys can be made in paper form, and could even be delivered and returned by a carer, or you could do it electronically online. SurveyMonkey is very convenient for creating surveys, and email systems like MailChimp can be used to send to multiple people at once. Doing surveys electronically also has the benefits of analysis; get in depth information by organising your answers into categories, and be able to see where improvements can be made, and where your biggest successes are.
Record complaints and compliments
Make sure that when you receive a complaint, or a compliment, in any way, that it is recorded somewhere. The more you hear and log particular issues or successes, the better you are equiped to make decisions to improve the care being received by your clients. When you get significant amounts of particular feedback, you are then able to act upon it, and have the evidence to support your decision in making improvements to care.
Hosting events and bringing people together
In person and word of mouth are always a great way to get feedback. Host a summer BBQ, have a Christmas party; use seasonal events to bring your clients and their loved ones together to you, and meet them in person. You can easily gather information in person, but don’t forget to make some kind of record of the feedback that you get!
Some questions to ask your clients and their families
Focus on what you want to get answered, and keep questions short and open ended. You should aim to get details in responses, so that you can get specific details about where you can make improvements or are succeeding in already. Here are some questions you could ask:
- Do you receive care or are you a family member/loved one?
- Are your carers passionate about their work?
- Do they always perform their duties as requested or required?
- Do they ever go above and beyond the call of duty?
- What issues have arisen in the service in the past?
- What improvements or additional services would you like to see added?
Recording and distributing feedback is much easier to do with technology. NurseBuddy allows for access to a Family Portal for loved ones, so that there is transparency in every day care between care agencies, clients, and their loved ones. Communication is the key to success, so get communicating and gather feedback to make your care agency stand out!