Never Forget Your Residents Are Customers
Customer Satisfaction the #1 rule to live by, no matter what business you’re in. It doesn’t matter that your facility is also providing residence and healthcare to the people who end up living in your facility. You need to make sure your residents are happy with all aspects of the facility or you may find yourself with less residents. We’ve covered, at length, violations that could cost you your business but customer complaints can be just as damaging to your reputation and business.
1. Food Quality
Bland food, cold food, truly disgusting food. Residents want to enjoy their meals, same as everyone else. Not putting forth any effort in the meals you’re serving your residents will lead to complaints.
2. Staff Response
Your staff is busy. That’s understandable. But, residents want to feel as though their needs are being looked after. If staff makes a habit of not responding to a resident within a reasonable amount of time, you may be looking at a loss in resident population.
3. Isolation
Assisted living can be lonely. Residents are in a new environment, surrounded by strangers. Your facility may not even recognize the issue, but feelings of isolation can be detrimental to residents and steps need to be taken to correct the issue.
4. Noise Level
Just as we all hate that one neighbor in our apartment complex that blasts music before sunrise, your residents dislike the person down the hall loudly watching movies at midnight. Instituting a “quiet hours” curfew is an easy fix to an obnoxious problem.
5. Staff Knowledge
Your residents rely on you to know your stuff. It is not reassuring for a resident to see a staff member fumble over equipment or not have the answer to a relatively simple question. Your staff should be able to show your residents they have everything in hand.
MyFieldAudits Can Help You Stay Ahead of Residential Complaints
MyFieldAudits’ standard inspection forms, audits, and checklists ensure you will have access to the everything you need to keep your facility above and beyond your residents’ expectations. With real time access to feedback and forms, you can find out what your residents find problematic and create solutions before those issues spiral out of control. To learn more about MyFieldAudits, contact us today at info@MyFieldAudits.com.