Avis clients sur Home Care Pulse | Experience Management

HomeCarePulse give us customer and employee satisfaction data and feedback so we can improve!

Avantages :

The platform is intuitive and comprehensive and enables us to manage customer satisfaction and employee engagement. The collection of this information has enabled our company to better address our clients needs and also make changes within our company to be a better place of employment. The benchmarking against our regional competitors also adds a differentiator that has been valuable to our sales and marketing efforts. I highly recommend this to companies that prioritize customer and employee satisfaction!

Inconvénients :

I would prefer clients and employees to NOT be able to leave Anonymous feedback. We value everyones feedback and to be able to address any concerns directly with the client or employee is valuable.

Excellent product, great value for the investment

Commentaires : Outstanding. The HCP team is always responsive when we have questions. Great customer service.

Avantages :

Excellent monthly reports summarizing the client and employee scores. Easy to share all or portions of the reports with other team members. It's fantastic to have real data benchmarked against our peer agencies in our regionally and nationally.

Inconvénients :

Can be tricky managing family members who don't want to participate in the monthly surveys. Keeping that information updated takes time and focus, and you are penalized if you have too many families or employees who opt out of the survey.

Would recommend HomeCare Pulse

Commentaires : The pros of this software is that it helps us gage our client and employee satisfaction with all aspects of our business. It helps us understand if clients are happy with how they are treated with not only their caregivers but our internal office personnel as well. Clients give the interviewers of Homecare Pulse comments that can pinpoint problems and in some cases validates actions that need to be taken. With employees, Homecare pulse helps us understand what they are looking for in order to improve employee satisfaction and retention. We put programs in place internally based on comments made. I will also say that the support that you receive from Homecare Pulse is awesome.

Avantages :

The software is pretty easy to use. The reporting is easy to understand.

Inconvénients :

Sometimes you cannot put information into some of the fields within the software. Also it would be nice to have some additional options as to why we would not include clients/employees in the interview process.

The most important change we made to our practice

Commentaires : Home Care Pulse has been a great asset to JFS Care, making us better each month. The customer service is always fast and friendly.

Avantages :

Our goal was to improve our clients and caregivers experience with JFS Care, Home Care Pulse delivered much more than that. It gave us insight into how changes we were making to operations, practices where actually working in real time. As an example we had started sending out small gifts with birthday cards, the following month we saw reviews from our staff commenting on what it meant to them, real time feedback! During COVID lockdown we had started making direct calls to all our clients weekly to check in and see how they were, again real time we heard that this was important to them.

Inconvénients :

I really di not find anything that is negative,

We've Grown Together

Commentaires : We use the Net Promoter Score and trend reports in our marketing, to show we are exceeding industry standards.
We review the caregiver responses to make changes to our hiring practices and training procedures.
We follow up, when respondents provide their name, to thank them for positive reviews or address concerns they have raised, to show them we care about their needs.

Avantages :

Home Care Pulse captures feedback from my clients and caregivers, giving them an opportunity to say what they might not say to me. I get a monthly report showing responses to a set of questions, which enables me to identify possible concerns before they become major problems and to address needs I might not be aware of. The report are highly detailed and help us maintain compliance with quality control requirements. I like the way the company has responded to changing needs and situations. They have grown and improved the services they provide, and my company has grown as well during the time I have used the service. Recently, they have added online caregiver training, which is helpful to us. I consider Home Care Pulse an important partner of our business.

Inconvénients :

Phone surveys tend to garner mixed results based on a particular person's attitude. Some people are by nature generous, others seem to prefer the middle range of client satisfaction scores, even if we are providing very good care. I've gotten less than positive results from clients who have received stellar service (from our point of view) and occasionally extremely low scores from a disgruntled person. These numbers bring our overall score down and jeopardize our standing as a highly-ranked in-home care company. I sometimes wish there was a way to remove "outliers" when they don't reflect the standard of care we provide. I have received the highest award given by Home Care Pulse, and have reviews pushed out to a site that should get referrals for our company, but to date we have not received any referrals.

Great

Commentaires : I like that they are extra eyes on my company and that they also help us figure out how to deliver even better service

Avantages :

Easy to use- colors dili rate info so you can orient your eyes fast and save time

Inconvénients :

No complaints- it’s good! Tithe support staff and acct reps are good too

I couldn't grow and really know my business without Home Care Pulse

Commentaires : I am a big believer in HCP, my overall experience has been very positive. I have begun programs, due to the feedback with HCP, mentor programs, nursing license, different uniforms, etc. I take the feedback very seriously and my goal is that a third party person gathers this data, and it is our responsibility to use the data and comments to better the business with clients and staff alike.

Avantages :

It's very easy to use, gather data and export information easily. The team is very easy to work with and anytime we need anything, they deliver. Very happy with all aspects of HCP.

Inconvénients :

We have been using Home Care Pulse for over 8 years and I know some of our clients and staff who take part in the surveys are a little tired of the same questions, maybe for more established clients different questions can be used.

Great Customer Service

Commentaires : The customer service is great. I know that I can call anytime and talk with my [SENSITIVE CONTENT HIDDEN], my representative. He is always so helpful and patient explaining things.

Avantages :

I like the quality reports that we get and the ease of use. Plus, the company is always looking for ways to improve and they are very open to customer feedback.I like the recent responses summary and survey progress reports they added to make it easy to get the highlights.

Inconvénients :

I have heard the questions need to change more often, because our clients and caregivers dont have anything different to say. I like the recent responses summary they added to make it easy to get the highlights. Some of our newly hired caregivers get a suvery right away and they haven't been with us very long to give a review. The answers are different now during COVID and our hours are down.

HCP is a must have tool for your company's success

Commentaires : Overall, we have been exceptionally pleased and will continue to use HCP far into the future.

Avantages :

With HCP I know exactly how my clients and caregivers think and feel about their experience. We are able to measure our performance on a monthly basis across the industry to determine how we compare. We use this tool as a KPI among our multiple offices and include it with a heavy proportion in our balanced score card incentive program. HCP integrates easily with our agency management system, and we don't have to lift a finger to get this service performed. The customer service is prompt and helpful. For the price, this is a no-brainer.

Inconvénients :

HCP collects some information that is useful and may display it on a dashboard, but doesn't allow stand-alone reports to be run, for instance turn-over.

Unbiased Client and Employee Opinions

Commentaires : Great customer support, [SENSITIVE CONTENT HIDDEN] was wonderful in his explanations. He helped to get us launched properly with the right focus.

Avantages :

With an actual phone call and questionnaire, we get unbiased and unfiltered opinions from clients and employees. To get the opinions through a 3rd party we get a true glimpse of how we are viewed by both. This view is very important to helping us change, grow and become a better organization.

Inconvénients :

Overall I would say there is not much to like least about the software. I think quarterly calls instead of monthly calls could be beneficial. Sometimes it is difficult to see and process monthly calls although in reality the trend is important.

Great program

Commentaires : It has been very successful with us. We like to know how are clients and caregivers feel about the services that we provide.

Avantages :

This is a very effective way for our company to get feedback from or clients and caregiver and how they feel our services are provided.

Inconvénients :

When a client or caregiver gives us bad reviews but then leaves it as anonymous so we don't know who to contact to fix our mistakes or handle the situation properly.

Owner

Commentaires : The system captures what is expressed by a client or employee and provide the rating based upon their feedback. However; sometime there are some underlining reason for a particular rating and we have to call management to explain and they are understand and work with us.

Avantages :

The information gathered from clients and employees provide value feedback for improvement and or service rating.

Inconvénients :

I cant think of anything except sometimes the rating are based upon personal felling and not professional from the caregivers.

Great work Home Care Pulse

Commentaires : We get honest feedback from our clients and employees

Avantages :

I like the ease of use with Interview feedback

Inconvénients :

I cannot think of anything - I can always find the information I am looking for

Software Satisfaction

Commentaires : The best change occurred in how we interact with our employees. We made changes based on what our current employees recommended.

Avantages :

It gives us the information we need to gauge or strengths and weaknesses. By using the software we were able to implement processes and procedures to improve our overall business dramatically.

Inconvénients :

It does take some time and you need someone dedicated to using the software at least weekly.

Home Care Pulse

Commentaires : I respect the integrity of the program and the helpfulness of the program to our organization. There is a wealth of practical information and tools in the website as well as in the regular webinars.

Avantages :

I like that the software is user friendly. It is not too difficult to navigate.

Inconvénients :

It would be nice to have a "favorites" page to save commonly used things such as employee awards. I pull the awards every month and have to re-search for it each time.

Who knew satisfaction management was KEY?

Avantages :

Home Care Pulse has literally changed the way we do business and engage with our caregivers and our clients. We now have the capability of getting to know how employees and clients FEEL about working for us and paying for us. Before we had Home Care Pulse we generally only heard from a client when they were unhappy. Now we have a way of connecting with them to make sure they are happy from start to finish AND see trends and fix issues quicker than before. We love reading all the comments from happy clients and employees! Being that we're an industry that isn't having direct in-person conversations on a daily with their clients and field workers, Home Care Pulse really gives us the opportunity for a better birds-eye-view into our efforts. We're so happy we made the decision!

Inconvénients :

The software is easy to navigate and comprehensive. I can't think of anything that is a con.

Nothing But Perfection

Commentaires : From the very start, nothing but satisfaction. They are a very personal agency also. [SENSITIVE CONTENT HIDDEN] is such a pleasure to work with.

Avantages :

The software is easy to use and very valuable in attaining information.

Inconvénients :

Really nothing. Whatever you need is there for you. And it’s not difficult. I’m a little older, so sometimes I have difficulty with different sites.

A must for every Homecare agency

Commentaires : To me, it’s important to receive feedback. This way one knows how they are doing, where there is room for improvement. There is always room for improvement.

Avantages :

The data. As simple as that, we know how we are serving our caregivers and clients.

Inconvénients :

Nothing. It is simple to use, and the team is great support. Shout out to [SENSITIVE CONTENT HIDDEN]!!

Great Product

Commentaires : Easy to get established, simple to review each week/month, can implement changes to improve customer satisfaction.

Avantages :

Ease of use and ability to make changes when needed.

Inconvénients :

Don't have any criticism at this time. It has been simple to use and self explanatory for the most part.

Superb accommodations, service and help

Commentaires : It has been great! they answer question, respond in a timely fashion, and are always just a phone call away.

Avantages :

It provides a 3rd party survey for our company. Providing a much more realistic non- partial report.

Inconvénients :

None concerns. The company is so helpful and will to adjust anything we have or had a concern about to provide us with better feed back.

Helpful tool for improving business

Commentaires : This has been an effective tool for us to learn where we have opportunities for improvement and where we are making a positive impact and can do more of what is creating that positive impact. We review the monthly report in our team meeting and respond accordingly. I watch trends over time to assist in planning and strategy. The specific feedback and trends for areas of improvement in the 2018 monthly reports was a contributing factor to our 2019 focus being The year of the Caregiver. We used the feedback to make changes and took our caregiver scores from 3.6 to 8.6. Thank you!

Avantages :

monthly reports with detail being emailed to me

Inconvénients :

managing updates for client info/caregiver info - I need to read the document you sent to learn what you pull from our software so we can ensure you have accurate contact info

Review on Home Care Pulse

Commentaires : This product lets the person being asked the questions to remain anonymous if they so wish. At times I believe people will be more honest. And in turn will say something about not liking something. When we read this we get a chance to fix the problem, that most of the time we did not know was causing problems.

Avantages :

I like that the call each month different clients and employees each month. It help us found out where our strengths and weaknesses are so we may fix things if need be.

Inconvénients :

That sometime no all of the response is there, sometimes it's cut off mid sentence .

Very Helpful Feedback

Commentaires : It is very specific, therefore I can use the reviews to re-visit clients & caregivers and try to correct some of the things they decribe as issues. The inside feedback is pricless when aiming for total client/ caregiver satisfaction.

Avantages :

The software is very easy to use, functional,and is constructed in a manner I find to be helpful.

Inconvénients :

The dashboard could be a arranged a little more clearer so when looking at a glance you can read what is needed more easily to serve the whole purpose of what a dashboard is used for.

Great Customer Insights. Great tools for analysis and marketing.

Commentaires : Excellent service and software. Great resources to understand CSAT and promote results.

Avantages :

Very clean design and intuitive. Easy to navigate.

Inconvénients :

Dashboard could be more clear. Additional services are additional cost. I wish add on services were more affordable for startup businesses.

We love the feedback we get from Home Care Pulse

Commentaires : Great company to work with. Everyone is efficient and thoughtful. The information we receive from Home Care Pulse has helped us become a better agency.

Avantages :

The reports that are available and ease of use

Inconvénients :

Can't think of one. We love the product