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Posted on: June 4, 2015
Fort Lee, NJ – June 4, 2015 – CareOne, New Jersey’s premier senior care provider, recently announced a new partnership with Pinnacle Quality Insight to measure patient satisfaction. Through phone interviews conducted with both current and recently discharged patients and their family members, Pinnacle provides vital feedback enabling senior care providers to enhance the quality of their services based on customer experience. Survey participants are asked open-ended questions and to provide ratings. They are also encouraged to explain their answers and reasons for the ratings given. This personalized process enables providers to address each individual’s unique needs.
“We are really excited about Pinnacle’s program, it takes gauging patient satisfaction to a new level for us. Their process of interviewing current and former patients will give us better insight than we have had in the past regarding how we can build upon our programs and services from a quality perspective,” said CareOne Chief Strategy Officer Tim Hodges. “CareOne has always put the patient first and we believe through our investment in Pinnacle, we can find new ways to exceed our customer’s expectations.”
The survey response volume is high, due to the ease of the interview process, which enables Pinnacle to deliver an extremely accurate measurement of satisfaction levels and a clear understanding for senior care providers of their strengths and weaknesses. Because participants are asked to give reasons for their responses and ratings, the commentary combined with ratings provides a clear path to improvement for providers. These results are both strategic, highlighting what the issues are, as well as tactical, suggesting how the improvements can be made.
“Ever since our first discussion with CareOne, their primary focus has been understanding and reacting to the voice of their customer,” said Pinnacle Quality Insight CEO Chris Magleby. “With the vast amount of sub-acute patients they are caring for, it’s a large undertaking to hear personal feedback from so many of them. That’s one of the things that has been so impressive about CareOne, their commitment to understanding each and every patient. It’s no wonder they are one of the emerging leaders of post-acute care. We are thrilled about our new partnership.”
With services that include post-hospital care, rehabilitation, assisted living, long-term care and a variety of clinical specialty programs, CareOne offers compassionate care in gracious, professionally managed centers and communities. CareOne serves thousands of patients every day and admits/discharges more than 20,000 patients every year. With more than 29 centers, CareOne’s outstanding programs and services are conveniently located throughout New Jersey. For more information about CareOne, please visit www.care-one.com. Follow us on Twitter at @CareOneMgt, on Instagram at @careonemgt, on Facebook at CareOne Management, LLC, and on LinkedIn at https://www.linkedin.com/company/careone-management-llc.
About Pinnacle Quality Insight
Pinnacle offers customer satisfaction measurement via telephone survey to post-acute and long-term care providers. Pinnacle’s feedback process is based off the idea that healthcare should be evaluated just like it is administered, individually. This process is the easiest way for senior care and hospice providers to understand the voice of their customer. For more information, please visit http://www.pinnacleqi.com.