“I think it was a nice win for people who, throughout the pandemic, have felt really de fl ated,” said Gaudet. “They haven't had a lot of great feedback to say, ‘You're doing a good job.’ You're usually fi nding yourself feeling a bit like there's another fi re to put out. So, organizationally, we found a way to take what the customer is telling us and use that in a way to share with our teams and other customers.” Continued Improvement Organizationally, we are pushing for a 60% response rate for 2024, and our three-year goal—for the end of 2025—is to get to 95% “would you recommend.” With access to the right tools and the right support, our teams can look toward continued growth and purposeful improvement.
“It's critical to not only get feedback but also to let our customers talk for us,” was Gaudet’s mantra. “We've been able to marry up the marketing team with our admissions directors to start to say, ‘Look at your reports. What are the 10 words that appeared most often in the comments section?’ We should be using those when we're talking to our families. We should be using those when we're talking about making an adaptation to a brochure.” Despite the service lines each having their own surveys and speci fi c demographics, the results were unanimous. Collectively, the patients, residents and families of Integritus Healthcare agreed on how to describe the organization, its team members and its a ffi liates’ accommodations: caring, friendly, comfortable, safe, clean, happy, excellent, pleasant, helpful and welcoming.
Survey Results Overview
Response Rate
Overall Quality of Services Recommendation to Others
55%
83%
82%
Skilled Nursing Facilities
52%
96%
96%
Assisted Living
Independent Living 99% Collective Mean Ratings 63% Response Rate 93% Good & Excellent Rating 92% Good & Excellent Rating 81% 99%
15
Because YOU are a part of
. | Integrit
Healthcare | Summer 2023 | Issue 44
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