Measuring Quality Care
How to Measure and Communicate the Quality of Our Care
“Mediocrity will never do. You are capable of something better.”
― Gordon B. Hinckley
“I am a man of simple tastes easily satisfied with the best.”
― Winston S. Churchill
An expectation of excellence is a powerful source of energy and a significant differentiator in the market and one that has been ingrained in me throughout my career at Disney, Emerson and now Right at Home. We, like many of you, got into this business to provide the very best home health care to seniors and their families. But how do we know we are providing excellent care? How can we communicate our quality to others? How can we continue to improve? I believe it starts with hearing candid feedback from three groups:
- What are clients saying?
- What are employees saying?
- What are professionals in the know saying?
Below is what we at Right at Home are doing to understand how these groups are feeling and to be able to communicate the results:
Collection of Quality Results |
Right at Home Approach |
Third party, independent surveys with qualitative and quantitative scores of satisfaction and willingness to refer. |
We have a third party company that surveys clients and caregivers each month and records very detailed results including willingness to refer |
In person visits with caregivers, clients and professionals with structured questions |
We call and visit clients each week and provide supervisory visits with our RN every 60 days |
Online reviews |
We ask each customer, caregiver and professional partner to review us online |
List of references willing to refer |
We provide a list of client, caregiver and professional references |
Each month we compile these results and quarterly publish a report that shows how we are doing in a variety of areas that demonstrate and validate the quality of our care. And with this feedback we learn how we can continue to improve. Please let us know if you would like to learn more about our approach.
Right at Home has been serving Central Ohio for over 18 years and provides in-home personal and companion care for seniors including assistance with hospice, dementia, Alzheimer’s, Parkinson’s, rehabilitation, cancer recovery, and other in-home care. We provide service in Franklin and Delaware counties including Delaware, Westerville, Lewis Center, Sunbury, Powell, Dublin, Worthington, Upper Arlington, Hilliard and other neighborhoods.