8/7/2019 Home Care Morristown NJ: Our Client Satisfaction Says it All!

http://slidepdf.com/reader/full/home-care-morristown-nj-our-client-satisfaction-says-it-all 1/2

Executive Summary

October 2010 Comfort Keepers® Client Satisfaction Survey

Twice per annum, CKFI mails approximately 3,000 Client Satisfaction Surveys to existing clients,

previous clients, the adult child of clients, or the fiduciary of a client, with the objectives of understanding

or quantifying the following:

• Types of services clients are using.

• The frequency clients use services.

• The perceived quality of the client experience ranging from the initial visit to care delivered by the

caregiver.

• Subjective commentary on likes/dislikes and likelihood of recommending CK to others.

Methodology

• On November 19,20103,000 Client Satisfaction surveys were mailed via U.S. Postal Service

(see attached for sample survey).

• Recipients of the surveys were randomly selected.

• Client agreements from May 2010 to October 2010 were represented in the mailing.

• Questions 1 - 14 and 17 required the respondent to check the appropriate box.

• Questions 15, 16 and 18 are open ended questions requiring written responses and are by nature

subjective.

• Completed surveys were returned to CKFI where the data was collated and tall ied.

Calculations

• All surveys with any completed response are included in the data.

• Any unanswered questions are noted as "N/A" and are not included in percentage calculations.

Top-Line Aggregate Information Based on Answered Questions:

• 32% overall response rate to the survey

• 72% of respondents are purchasing weekly services

• 50% are utilizing services fewer than 20 hours per week

• 23% are purchasing between 20 and 40 hours of service per week

• 20% are purchasing over 40 hours per week

• Of those who responded, the most frequently used services are:

o Light Housekeeping - 66%

o Companion Care - 59%

o Laundry - 47%

o Meal Preparation - 44%

• Of those who responded, the following Personal Care services are the most often used:

o Bathing - 37%

o Grooming and Dressing Guidance - 33%

o Medicine Reminder - 27%

o Toileting - 20%

o Mobility - 19%

• Of those who responded:

o 97% rate the initial meeting as Excellent or Good.

o 96% rate staff knowledge as Excellent or Good.

o 96% rate range of services as Excellent or Good.

o 92% rate responsiveness as Excellent or Good.

o 90% rate the follow up as Excellent or Good.

o 93% rate the value as Excellent or Good.

o 95% rate the quality of care as Excellent or Good.

o 95% rate the relationship with the caregiver as Excellent or Good.

o 94% rate the reliability of their caregiver as Excellent or Good.

o 95% would recommend Comfort Keepers.

Over7

8/7/2019 Home Care Morristown NJ: Our Client Satisfaction Says it All!

http://slidepdf.com/reader/full/home-care-morristown-nj-our-client-satisfaction-says-it-all 2/2

Verbatim

Below is a sample of comments written on the survey:

"After 4 years of other in home care givers, you were a welcome relief and your company name says it all."

"The caregivers were wonderful and very empathetic to my mother. I can' t recommend them enough!!! !"

"CK is outstanding. Everyone took excellent care of my father. Thank you!"

"We are so grateful and appreciative of the services received. We couldn't expect the quality of what we

receive to be better!"

"I feel so fortunate to have my caregiver - she is a gem!! Like a 3rd daughter! She truly makes me feel

cared for!!"

"We have been extremely pleased with your services. Your staff is a "comfort" to my parents as well as

myself and my family!

"Comfort Keepers does a better job than Home Health Care."

"Comfort Keepers has been an answer to prayers. We LOVE our caregivers!"

"My mom is 92 years of age. Many gave up on her walking & going up and down 2 flights of stairs. Our

current caregiver, Yvonne, worked with her and has helped my mom gain her independence back. "

Some of the responses that most influenced their decision about Comfort Keepers over other potential in-

home care organizations were:

"Cared for my mother; quick response time to inquiry of offered services and availability of caregiver. "

"Promptness of response to need; concern for the patient and their well being. "

"The people answering the phone sounded so friendly and caring. "

"Personable, adaptable, flexible, range of services, seemed like family. "

"Seemed to have good reputation licensed and insured caregivers, etc."

"I did some comparisons online, after speaking to your rep; I was comfortable going with you."

"The absolutely genuine care and concern offered to me in difficult & frustrating times!"

"The owner's knowledge and patience in answering numerous quest ions and explaining things.

The whole package (initial presentation; geographically...df2§.irable;_services-.Qffered to client."

"Very classy company and very customer focused."

Recommendations:

Owners should benchmark their office performance against the system numbers. The responses from

those who completed the survey are overwhelmingly positive and you should all be proud of your

performance and contribution.

Look for copies of your surveys coming in the mail soon.