Obtaining a robust list of active referrals is every home care agency owner’s dream. As members of the baby boom generation continue to retire and develop the need for increasing healthcare and home care services, agencies have a great opportunity to grow, and referrals from clients and community sources play a big role in that growth. And you may be sitting on one of the best ways in which to attract referrals without even knowing it.
If they are happy with your services, your current clients are one of your best resources for promoting your business, gaining word-of-mouth referrals, and even reaching referral sources like discharge planners, assisted living facilities, senior centers, and more. But do you know how happy (or unhappy) your clients are? Client feedback is of vital importance to your agency if you’re striving to improve your services, care staff, and overall level of care.
Client Satisfaction Management
This is where a client satisfaction management system can be a lifesaver for your business. Third party client satisfaction management systems can help you collect honest feedback, either through phone calls or online surveys, that will help you improve your clients’ care experience. This data not only gives you insight into how satisfied your clients are with your services, it also provides detailed information necessary to fine-tune your marketing, operations, and caregiver recruitment efforts. These efforts show your clients that you are dedicated to improving their experience, and hopefully will turn them into evangelists for your agency.
As trusted by most of us as asking the opinion of a close friend, online reviews are essential to every home care agency that wants to grow. And it’s equally important for reviews to be current. Nearly ¾ of consumers disregard reviews dated three months ago or longer, deeming them irrelevant. In association with a satisfaction management system, timely online reviews are an excellent way for agencies to showcase their value to potential clients and referral sources. Make sure your agency is active on the top online review sites – Google, Yelp, Caring.com, etc. And, on a routine basis, ask current clients for reviews, making it easy for them to find your review pages by emailing or texting them links to the appropriate sites.
How Home Care Management Software Can Help
Another way to improve client satisfaction and help bolster referrals is to ensure that your agency is running smoothly on all levels. For example: Are you over- or under-scheduling caregivers for clients? Perhaps you need a better caregiver scheduling system. Do you have a system in place to manage, track, and resolve client and/or caregiver issues? Do you have a telephony timekeeping system that ensures that caregivers are where they are supposed to be, when they are supposed to be there? Systems like these help keep your agency running efficiently, which in turn increases client and caregiver satisfaction and can be an asset when searching for and winning over referral sources.
Arrow Solutions offers all these benefits and more in our home care management software system. Contact our team today to learn how we can help keep your agency primed for more referrals.