Evaluating an assisted living center can be a long, drawn-out experience, and can be fairly involved.
Still, it’s vitally important, since it’s already a legal requirement that all assisted living centers measure the satisfaction of their residents. A mystery campaign can help administrators identify problem areas before they ever become so big, they affect the residents’ satisfaction, resulting in lower performance on the state’s satisfaction surveys.
But not all shopping campaigns have to involve site visits. In fact, we don’t even recommend that that’s the first step you take. If anything, a mystery shopping campaign should include, or at least start with, a phone call. That’s because many assisted living center visits already start with a phone call, so why not make sure you’re presenting your best possible image at the earliest possible moment.
When you begin working with a company like MeasureCP, we put together a program just for you that examines the factors that are most important to your assisted living facility. We will work with you to create a mystery shopping program that looks for specific pain points within your organization.
Once you’ve agreed upon the list of criteria, we choose our roster of shoppers and start making phone calls to your assisted living centers, acting as potential customers. We’ll run through the series of questions that we have both agreed upon, and find out how your staff does during this initial contact. When we’re done, we’ll create a full report for you on our findings.
Here are some typical factors we look for during a call:
- Staff members’ personalities and helpfulness.
- Hold time.
- Number of transfers.
- Comprehensive nature of information given.
Be sure that you’re providing the best possible experience to your current and potential residents and their families by bringing mystery shoppers into the mix. Good customer service never gets old!