As a part of our New Year goals, we wanted to take the time to survey our valued clients, find out what things they liked and what things we needed to work on, and make changes to our business model to make sure we are giving you the very best in customer service.
We hired an outside company with expertise in measuring client satisfaction and loyalty – The Loyalty Partners – to conduct a short telephone survey. And when the results were reported to me just a short while ago, I couldn’t have been more pleased with the results; so pleased I wanted to share them with you as well.
In all, we had six areas in which we focused. We connected with 86 percent of our current clientele and 85 percent of our former clients. Read on to see how we fared.
Adeste Has Terrific Caregivers
Over and over again, clients talked about the value of service they are receiving from Adeste caregivers. Caregivers are more than an employee; they become an extension of your family. Which is why we spend a great majority of our time interviewing caregivers to make sure we have only the best on our team. And when your family is comfortable relying on a caregiver, not only will your loved one respond and have a better quality of life, they will also be able to build relationships with everyone in the family.
Adeste Has A Dynamic Case Management Process That Allows Them To Fully Understand Clients’ Needs
In survey after survey, our clients spoke of the case management interview at the beginning of the process as the single reason they selected Adeste. Instead of spending a few minutes by phone, Adeste spends the time to meet with you one on one. We assess your needs, ask questions to find out more about the processes you already have in place, and offer solutions to help you move forward in a strong way. We feel our case management process is what sets us a part from our competition and we’re glad you agree.
Adeste Is Outstanding At Matching Caregivers’ Skills and Strengths to Clients Needs
When our clients were asked about describing our unique strengths, overwhelmingly we heard it was our effectiveness of bringing together all aspects of in home care. It was how we provided a thorough interview process to determine exact needs and desires. It was how we matched the appropriate caregiver to the needs of your loved ones. It was how we searched for the right caregiver with all of the necessary skills and strengths before we introduced them to your loved ones.
In life, things constantly change. Occasionally a caregiver will wake up sick, or have an emergency that prevents them from heading out on a case. In those circumstances, our Adeste case managers have to act fast to find solutions. And while the vast majority of you were happy with our responses, occasionally this may be seen as our weakest point. Which means this is where we will be devoting a great deal of our time in the coming months to improve the process even more. Our goal is to provide you with excellent service when you need it the most. Be watching for new and improved policies in the coming weeks and months.
One of the most important ways to help your loved one is to employ great communication skills at every level. It’s important that each caregiver communicates regularly with us here in Adeste management. Likewise, it’s important that caregivers communicate regularly with each appropriate member of your family. Poor communication skills can be a setback in the care of your loved one. We know that and keep the lines of communication open at all times.
When I first started Adeste, it was very personal to me. I had spent years caring for parents several hundred miles away and learned just how difficult it could be when trying to give someone you love quality care. It was hard to find resources. It was difficult to find people and services you could trust. My goal was to change that for people facing similar circumstances. I wanted Adeste to be a resource to rely on and share with family and friends that may be facing the same issues.
Our results showcased my desire for developing a company that could be relied on as a trusted resource. The vast majority of our business comes through recommendations. Which means over 75 percent of our business comes from referrals – something we’re very proud of.
And when our customers are satisfied, quality of the life improves as well. If you love your caregiver and the care you are given, our partnership will have achieved success.
The Loyalty Partners had one additional chart I wanted to share with you – something that made me extremely proud to be a part of this business.
While we know Adeste isn’t perfect and can make some changes to improve, we’re more than happy with the results you’ve provided. Thank you to all who have taken part in this process.
And if you are new to Adeste, we welcome the opportunity to bring you in as a happy, satisfied client for years to come.
President, Adeste In Home Care