Service

One more thought for the week -

“The male nurse that admitted Dad thanked him for serving our country and said they would now gladly serve him. That attitude has followed through for the years he has been there.”

If I were in charge...

I’ve had the privilege of reading thousands of comments during my time at Pinnacle. This comment I read last night is probably the highest compliment that can be paid to a provider.

“If I was in charge, that is the way I would do things.”

We encourage you to keep your customers perspective in mind as you consider the operation of your facility or agency.

Pinnacle Insights – The New and Improved Blog

Each year Pinnacle conducts over 90,000 satisfaction interviews with individuals receiving health care. This is a work we are proud to be a part of because it is one of a very few professions that really can change people’s lives. People want to tell us about the care they are receiving or about the care of a loved one. We hear great reports and sometimes the reports are not as great. When we share this feedback with caregivers they become better health care providers. There are very few things that impact lives more than this.

Going forward, we would like to focus our blog on these thoughtful comments shared by one individual and that are a benefit to all.

The entries will not be lengthy but we hope you will find them powerful. Our belief is that an awareness of others perspective is often the first step towards better care.

Our comment for today is,

“I value him being treated with dignity and not being ignored, or being thought of as unimportant.”

We welcome your feedback and suggestions.

Friendliness and Kindness of Staff

Pinnacle has just completed an in depth study using the commentary from the 50,000 plus interviews we completed in 2011. The results of this project will be made public soon but we wanted to share a key element that we learned from this study.

Though many areas were studied, one item impacted the performance in several categories – the Friendliness and Kindness of Staff. This is the main contributor to the following vital areas of your company:

- If your customers are likely to recommend your facility to others

- If your customers are likely to recommend your facility to others despite a sub-par experience

- If your customers are unlikely to recommend your facility to others

With the economic challenges facing all of us today, focusing on the Friendliness and Kindness of Staff will pay huge dividends when it comes to customer satisfaction.

We would love to hear your thoughts on this subject.

Rich Goaslind

Pinnacle Quality Insight

www.pinnacleqi.com

Comments from recently discharged residents

One of our First Impression calls yielded a very brief, but powerful comment from a recent discharge. I've removed the patient's name and the facility's name for privacy:

"Mrs. ______ wants to know if they have an outpatient therapy program. She would like _____ (facility) to call her."

All kinds of beneficial comments like these come up when we interview discharged residents.  This example was about the outpatient therapy program--which was then forwarded on to the facility as an inquiry. We also frequently hear about residents being discharged prematurely, which we also promptly forward on to the facility so they can contact the resident about re-admission.

At Pinnacle, we are your Customer Satisfaction provider--but also do everything we can to help you grow your business.

Craig Christiansen
Pinnacle Quality Insight
www.pinnacleqi.com

A recent client testimonial

We sent an email to all clients about an upcoming customer satisfaction survey we will be conducting to greater improve our product. We received the following reply to our email, and thought we'd share with you. BTW, our interview will take approximately 6 minutes--which explains the last line :) 

I just want you to know how much I appreciate your service.  It gives us immediate feedback.  We can see both positive and negative trends and act upon them appropriately.  We use the information as a part of our QA process and in response to staff/customer concerns.  Our whole staff looks forward to the monthly feedback.  It’s a terrific service and I look forward to the 6 minutes.

Best Wishes,

Mary