While customer satisfaction work has always been important to Integritus Healthcare, more pressing priorities prevailed in recent years. “We were on a path. We had a strategic plan. We worked that strategic plan. Then Covid emerged,” Gaudet went on to explain. “The landscape changed, and it's been hard to return to that path because Covid isn't gone. When you are in an operations world, where you're trying to take care of people, it makes it di ffi cult to lift your head up from the day-to-day fi re fi ghting and say, ‘I have to focus on the customer experience. I have to focus on employee engagement." As a leading provider of post-acute care, long-term health care and senior housing, Integritus Healthcare knew it was time to address this virus-induced disconnect. But the decision to switch survey administrators cannot be attributed to the pandemic alone. According to Gaudet, “We were still looking at making a change because our prior provider was shifting from a percentile ranking to a net promoter score, which didn't give us a line of sight into how we're doing against others; it really only gave a comparative against yourself.” Leadership had previously been able to see results as a percentile rank within the industry; if 100 skilled nursing facilities were being surveyed, the score would show if your facility was, for instance, in the 80th percentile. “We always felt that was useful,” said Gaudet. “Because you were comparing yourself against people who did that same work across the nation." Leadership understood that a net promoter score would not be the best way
forward with our demographic as it changes over time and people become more comfortable with completing an online survey versus a paper survey. Enhancing Customer Experience Given the breadth of Align’s capabilities, a ffi liates can further mine their patients, residents and their families for continuous feedback throughout the year. Where there once was a single, annual customer satisfaction survey, now there can be ongoing evaluation. What Align calls ‘In the Moment’ surveys allow skilled nursing facilities, for example, multiple, brief touch points throughout a resident’s stay. How did your admission go? Did we provide you with everything necessary for a successful rehabilitation? Are you equipped to make the transition back to your house? A ffi liates can even utilize Align’s online improvement resource library to dig deeper into their results and issue ‘Drill-Down’ surveys targeted at clarifying perceptions. “That’s why this company was a bene fi t,” Gaudet emphasized. “Align breaks performance down into domain areas—quality of services, quality of life, dining, communication—in terms of the relative importance to your demographic, as well as your overall performance in the domain. The domain priority map highlights your domain for opportunity. This helps focus the a ffi liate instead of trying to boil the ocean. They can then use the tools to analyze if they have a process, people or performance issue, and the platform guides them through dissecting
responses to narrow the problem more. So they know, here's what we need to focus on if we want to move the needle.” Access and Guidance “We tried to fi gure out this new system and its many helpful components, but it was challenging to navigate because, along with all these surveys, we were constantly getting results,” said Gaudet. “For every kind of survey you were doing—an admission
for a ffi liates to know whether they were improving within the industry. So, leadership looked to service providers that did have useful benchmarks— comparatives that could be used to assess individual performance against a broader industry performance. The interview process yielded a partnership with Align—chosen for its data-rich benchmarking. From a technology perspective, Align’s dynamic platform also enables Integritus to move
“We’ve found, in working alongside our a ffi liates, that
we're learning together. We're
going to get there together. And we're almost there.” Lisa Gaudet, Integrit Healthcare Vice President Of Business Development And Marketing
survey, a transition readiness survey,
13
Because YOU are a part of
. | Integrit
Healthcare | Summer 2023 | Issue 44
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