Client INSITE
QUALITY INDICATOR SURVEYS
Transforming customer engagement for lasting excellence
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
Client INSITE
Comprehensive initial interviews
Begin your journey with thorough insights. By interviewing residents and their families, we establish a comprehensive understanding of customer engagement. This reveals valuable areas for enhancement and training, laying the foundation for a more tailored approach.
Live dashboard visibility
Witness the transformation firsthand through our live dashboard presentation. Access real-time data that highlights customer engagement trends and pinpoint areas requiring attention, empowering proactive decision-making.
Ongoing strategic calls
Our ongoing approach ensures continuous growth. Engaging with 10 to 15 clients per quarter per home, we use carefully designed questions to gauge customer engagement and identify opportunities for improvement and training, fostering a culture of constant refinement.
Actionable improvement steps
Armed with a wealth of data, we equip you with actionable steps to refine your services. Elevate engagement, enhance customer satisfaction, and drive growth by focusing on the areas that truly matter.
Benchmarked insights
Elevate your insights with benchmarking against industry standards. We provide you with a holistic view of your performance, allowing you to align your services with market expectations and exceed them.
