Advanced Home Care

Home Care is our Business . . . . Caring is our Specialty

Customer Satisfaction Survey
Goal:
Advanced Home Care exists to provide compassionate, high quality, innovative health care to people in their homes. Patient satisfaction is very important to us, and is assessed through the use of an independent vendor of health care satisfaction measurement. Questions are listed on the survey and patients respond to the questions by answering: very poor, poor, fair, good or very good to a series of service related questions. Points are given for each response with poor receiving only one point and very good receiving five points, and the other responses receiving, two, three and four points respectively. The Top Box score includes only the good and very good responses. The Mean Trend score includes all responses form very poor to very good. Our goal is a Top Box score of at least 93%.

Process:
Every month patient satisfaction surveys are mailed to our customers. We conduct a straight random sampling of customers employing a mail-out mail-back methodology. This includes both new customers and existing customers that have been on service at least six months. Patients send the completed surveys directly to the vendor for scoring using a self addressed stamped envelope that has been provided. The vendor scores the surveys and forwards them to Advanced Home Care. All surveys are reviewed for comments and those with comments are copied and distributed to the management involved. Concerns are addressed either individually with the customer, the employee, or the process in place. The majority of comments are complimentary and in those cases employees are praised for a job well done.

Patient Satisfaction Results

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