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