Kenyon Connects

Last week we talked about identifying problems and issues by the use of a complaint log. Problems and issues were not the only things discovered, however; we identified opportunities to grow our agency too! The complaint logs gave us the opportunity to really listen to our customers and quantify their input. Frequently, when clients called about an issue or a concern, the immediate concern was addressed, but we were not always able to see the “whole” picture, so to speak. Through clients vocalizing their complaints and our tracking the concerns through the complaint log, we discovered that they were asking for new services or changes to service delivery that made more sense to them and were considered to be of more value.

One program developed as a part of the data provided by the complaint logs was the “Bed and Bath” program. We provided both Medicare-Certified Home Health and Private Pay services out of the branch. Our Private Pay program had a 3-hour minimum. Several of the clients being served through this program were originally Medicare Home Health patients who wanted to continue with their aide for bathing and making a fresh bed. One complaint that kept surfacing on the logs was, “why do I have to pay for three hours when all I want is for my husband to have his bath and have the bed changed?” Frequently the client would state that they were sending the aide away after an hour because there wasn’t anything for them to do. After much thought and discussion we asked ourselves why, indeed, did they have to have a three-hour shift when all they needed and wanted was a one-hour-or-less shift consisting of two tasks.

Armed with that information, I developed the “Bed and Bath”program. The fee for the visit was a flat rate of $25, $18 of which went to the aide, and only two tasks were to be accomplished: bath and bed change. Over time the program grew to be a good part of our Private Pay services. In the end, everyone won: the clients, the aides because they got to keep their patients, and the company, because we got the business and satisfied clients and staff. It was a great win for everyone, all because we kept a complaint log, analyzed the data and made the appropriate changes.

As you can see, the benefits of launching a complaint log for your agency are endless. Not only does it provide insights that allow you to give better service, but the opportunities you’ll uncover to grow your agency can be exciting.

If you are interested in implementing a Complaint Log Program for your Home Care Agency, contact us.

Category: Ginny's Blog