Tour INSITE
FIRST IMPRESSIONS MYSTERY SHOPPING
Virtual and physical tours to guide your operations
The Journey to Aged Care
Navigate through our illustrative map to understand your clients’ journey, and discover how our training empowers aged care facility providers, ensuring personalised and dignified care for seniors.
PHASE 1
Awareness
Upon learning of a loved one’s care needs following an incident like carer stress, leave, or accidents, customers initiate research for available options. Transitioning from confusion to readiness, they seek accessible, clear details to consider assisted living/care homes, bridging the gap with supportive resources for their resident’s well-being.
PHASE 2
Engagement
The customer makes contact with providers or consultants enquiring about aged care placement. They are researching to develop an understanding of options and services available and requesting information from providers to move from confusion to clarity.
PHASE 3
Evaluation
Booking tours with care homes, customers assess suitability, often leading the process while evaluating providers and services. Tours, whether with or without the potential resident, empower informed decision-making, transforming frustration into the ability to progress confidently.
PHASE 4
Decision
Deciding on the optimal solution for the resident involves assessing needs, environment, lifestyle, services, and location. The chosen home aligns with care requirements, offering a suitable living environment, activities, services, and payment clarity. This shift from uncertainty to contentment or preparedness signifies a successful choice.
PHASE 5
Outcome
The customer/resident and provider formalise a legal contract as the resident moves into the home. With signed agreement and financial arrangements complete, a settled, well-cared-for resident transitions from doubt or hesitation to contentment and relief.
HOW WE DO IT
Key features of
Tour INSITE
Mystery tours redefined
Our ongoing mystery tours offer an unparalleled perspective into the core of your facility. Through meticulously crafted scenarios, we assess your consultants' prowess in gauging clients' needs and effectively communicating the unique features and benefits of your Home.
Service gap profiling
Identifying gaps in service delivery is our specialty. Our evaluations are diligently aligned with your company's predefined standards, allowing us to identify areas that require attention and improvement.
Thorough entry mode exploration
Unveil a comprehensive understanding of your clients' perspectives on entry modes. We conduct probing discussions to determine their grasp of entry by means – Supported, Partially Supported, or High Means. This ensures your services align seamlessly with their expectations.
Strategic enhancement recommendations
Armed with insights from our evaluations, we present you with the top three priority areas that need addressing. Our actionable recommendations are designed to guide your enhancements, ensuring you consistently deliver exceptional care experiences.
Benchmarking excellence
Immerse yourself in the meticulous benchmarking of every facet of your facility's tours. From amenities to interactions, we provide an in-depth assessment that allows you to refine your offerings and exceed industry standards.
