1 © 2019 Pinnacle Quality Insight, Confidential & Proprietary

© 2019 Pinnacle Quality Insight, Confidential & Proprietary© 2019 Pinnacle Quality Insight, Confidential & Proprietary

Creating Satisfied Customers5 Key Drivers & 7 Tips to Improve Satisfaction

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STAN MAGLEBYpresident and [email protected]


About Pinnacle

Resident and family satisfaction surveys

• ~150k surveys every year.

• Exclusively post-acute and long-term care clients.

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13 Satisfaction Measures

1. Nursing Care

2. Dining Service

3. Quality of Food

4. Cleanliness

5. Individual Needs

6. Laundry Service

7. Communication

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8. Response to Problems

9. Dignity and Respect

10.Activities

11.Professional Therapy

12.Admission Process

13.Safety and Security


Why is this the ultimate question?

Would you recommend our facility to others?

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How can I improve our “Recommend to Others”

rating?

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“It is one of the best I have ever seen. The nursing facilities around here aren’t as caring as they are down in that area. None are perfect and even though I’m two and a half hours away, I feel comfortable my mom is there. I wish I could see her more often. I’ve thought of moving her back here but, honestly, nothing here holds a candle to this place.”

© 2019 Pinnacle Quality Insight, Confidential & Proprietary


“They are excellent. Even though it is an older facility, they demonstrate excellent care of their residents. I would tell them the facility may be simple, but it is what is inside the facility and how the residents are treated that makes a difference in the last


Where to start?

• Biggest bang for our buck?

• What can we do that will improve customer satisfaction the most?

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FOCUS ON WHAT MATTERS MOST

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Five Drivers of Success

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5 Key Drivers of Success

• Dignity and respect• Response to problems• Nursing care• Individual needs• Communication

Download our 5 Drivers of Success guide here: https://support.pinnacleqi.com/satisfaction/best-practices/five-drivers-of-success

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DIGNITY & RESPECT

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“The staff give you the utmost respect, and they feel for you and grieve with you. They consider them a loved one and adopt them as a mother, grandmother, etc. They do not disrespect them in any way, and they don’t treat them as a patient. They keep them active and treat them like they are going to get better.”



“Knowing that my mom had this problem, hollering and being a little mean with dementia and Alzheimer’s, they still treated her with such respect. My mom knew some of the CNAs and nurses better than her own kids. She would say, “I love you,” to them and she never said that to her own kids. They took really good care of my mom. I was proud to have her out there.”


NURSING CARE

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“Before I went there, I was ready to give up on my life. I couldn’t do anything for myself. They worked with me. The nurse and the physical therapy all worked with me. They showed me that I did have a life to survive for. Ever since then, I have been doing everything I can to make myself better.”



“I would tell them that my mother loved it there. They were very good to her. She was 98 years old when she died. The last couple of years of her life were very good, and it was mostly due to her care and the way they treated her there.”


INDIVIDUAL NEEDS

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“Even though they were busy, they always tried to meet my dad’s personal needs. They would always ask him what was important to him that day.”


“His daughter put all his awards, pins, and pictures up when she came at Thanksgiving. They seemed to treat him with more dignity after she displayed all those things. Some staff said it was nice to see everything he had done.”



RESPONSE TO PROBLEMS

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“Everything wasn’t always perfect, but they were always so prompt to correct any mistake.”


“I valued the cooperation that they gave me when she had a problem. They would call me at night so I could talk to her. Not many facilities would have given that courtesy. I was very pleased with the overall experience.”



COMMUNICATION

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“I was so nervous on the day I was admitted. I didn’t know what to expect. They did such a great job explaining what to expect. In the first few days, so many staff members came to greet me and see if I had any questions.”



“They always kept us in the loop. This meant so much to our family!”


Five Key Driver Benchmarks

90% Recommend to Others Rating 95% Recommend to Others Rating

Dignity & Respect 96.2% Dignity & Respect 98.1%

Nursing Care 90.1% Nursing Care 93.6%

Individual Needs 90.1% Individual Needs 93.6%

Response to Problems 89.9% Response to Problems 93.2%

Communication 87.9% Communication 91.7%

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Seven Tips to Improve Satisfaction

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7 Tips to Improve Customer Satisfaction1. Treat everyone with importance

2. Explain4

3. Exceed expectations

4. Lose wait

5. Make lemonade from lemons

6. Bragging right

7. Invest in employees

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1. Treat Everyone with Importance

• Treat others the way THEY want to be treated.

• Treat people like people.

• Be genuine.

• Understand what they value most.

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“They are very personal. It’s not that he’s a number or just another person—he’s somebody. He’s family to them.”


“The first day there, we experienced the most wonderful thing. A veteran had just passed away. As the mortuary was bringing his body out, the entire staff and residents lined the halls in respect for this man. They also lowered their flag for three days after the resident passed. We knew at that minute we had chosen the right place for Dad.”© 2019 Pinnacle Quality Insight, Confidential &

Proprietary


“She had dementia and behavior problems. It’s easy to not want to interact with people like that, but they loved her and supported her. They tried to make her last days good. She died knowing she was cared for.”


2. Explain4

Explain these things:

• What you will do

• What you are doing

• What you did

• What to expect

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“My PT was so good. I didn’t feel that I was just doing mindless exercises. She helped me to understand the purpose behind everything she had me do.”



“We seemed to get some wrong information about her Medicare covered drugs in the hospital. I really appreciated the in-depth explanation that the administrator gave us in person.”


3. Exceed Expectations• Set and manage expectations.

• People expect a certain level of care (cleanliness, caring, food, etc.).

• Surprise and delight.

• “Good” vs. “GREAT!”

• Create “WOW” moments.

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“I am not sure how so many nice people landed at the same place. The kindness of the people is so extraordinary. For example, a man lost his wife. He likes baseball, so it was arranged for him to throw the first ball of the season. Everyone went to support him.

It’s that kind of thing that makes a difference. There are acts of kindness that don’t have to take place but they do ”


“She is on hospice and they work very well with the hospice group. They brought in a magician for her birthday. They asked her what she would like to do and she said ride a horse. Between them, hospice, and my son, they brought a horse up there and she rode it around the parking lot.”



“They actually have been taking care of my mom really well. She only speaks Spanish, and I noticed the nurses getting an app on their phones to translate. I thought that was pretty neat for them to take the time to do that.”


4. Lose Wait• Waiting creates frustration.

• Call lights

• Medications

• Food

• Admission paperwork

• Preparing the room upon admission

• Phone inquiries

• Is there anything I can help you with right now? I have time.


“I appreciate the prompt service in the dining room. We were previously at a place that was very slow serving meals. This really created agitation.”



“They answer her call light as quickly as they can. I appreciate that they will always let her know they will get to her ASAP.”


5. Make Lemonade from Lemons

The way you react to a problem can define your company.

• Don’t give excuses.

• Don’t shoot the messenger.

• Embrace negative feedback.

• Great attitudes can help overcome issues.

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“A few things happened that really upset us at first. I actually considered calling an attorney and moving her. They handled these issues so quickly and professionally that we decided to give them another chance. Now we are their biggest fans and are so glad she stayed.”


“The first day we went there, I thought it wasn’t a very nice place. We had just left a hospital that was new, and the building was old. I called the surgeon and they said to give it a couple of days. If I wasn’t happy with it, we could find somewhere else for her to go. That was on a Thursday. By Monday, I was hooked. The staff and the care were all



6. Bragging Right• Promote success internally.

• Purpose — worthwhile work that makes a difference.

• Create a culture focused on success.

• Reward success.

• Promote success and acknowledge shortcomings externally to build trust.

• Measure to improve, not to impress.

• Consumers trust advertising less and other consumers more.

• Promote honesty• Model rooms

“I would recommend them to anyone.”

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“The hospital didn’t have them on the list of facilities in the area to go see. We decided to go see them because we had heard great things from some of our friends at church. We are glad we did! The care is great.”



“We placed my dad there because so many of our friends sang their praises so often. We love it!”


“When he went in, he wouldn’t talk to anybody and was in a terrible mood. To our surprise, he has thrived. Now he goes to all the events that he never went to before. At 93, he is in better condition than he was in at 89 when he was admitted.”



7. Invest in Employees• Foster positive supervisor

relationships.

• Allow employees to make a difference.

• Provide proper training.

• Set expectations.

• Provide consistent feedback.

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“Our first stay was at a place that didn’t have enough staff. There just wasn’t any consistency. We had different care givers constantly. It feels stable here. We see the same staff most of the time. We have gotten to know them and we like them.”


“There is something about the staff. They are so friendly. They are close. They are like an afghan. They are that close. They are all woven together. Without one, they would be lost.”



“I appreciated everything. They treated me like a queen. Everyone was delightful. It was the first place that gave me hope. Since I came home, I’ve done well. If I ever have to go anywhere, I will insist on going back there.”


EMPLOYEE FEEDBACK

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“I love working here. I appreciate that my supervisor treats me with respect.”


“Working here is so fulfilling. I know that I am making a difference for those I help care for.”



“I appreciate the consistent feedback I receive regarding my job performance. I always know where I stand.”


“I was so burnt out where I used to work. I was overworked. Here, they respect my work and personal life balance.”



CULTURE


Culture eats strategy for breakfast.

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It’s important to know something,

but it’s more importantto do something.

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QUESTIONS?

1 © 2019 Pinnacle Quality Insight, Confidential & Proprietary

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