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