Do you really know what your staff is saying about your services during an after hours phone inquiry? Our research shows that many facilities and agencies are losing potential admissions due to improper intake procedures and training.
During a recent Mystery Shopper call, a weekend nurse told us that the care was "just okay". When asked about the food, her response was, "well it's not good at all".
Many companies train their weekday staff in intake processes, yet neglect this training for the weekend and evening staff.
It is very important to realize that many people start their inquiry efforts in the evenings and on the weekends.
For questions about how we assist companies with their after hours intake process, contact one of our Mystery Shopper experts at 801-293-0700.
Stan Magleby
www.pinnacleqi.com
0 comments:
Post a Comment