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Many service providers measure customer satisfaction
and pay attention to the results of these surveys as important indicators
of how well their operations are performing. Satisfaction survey
results, when done scientifically and carefully, can provide important
guidelines to management for training, reward and recognition, as
well as systems improvement. Customer loyalty, however, is more
critical to an organization's economic health, and should be "managed"
even more aggressively than customer satisfaction. Read the Full Text Article here (PDF) >
Hot Topics
August 7, 2004 Many skilled nursing facilities have become progressively more focused on short-term rehabilitation, yet a significant proportion of the nursing home population dies while in residence. Families' satisfaction with end-of-life care is therefore an important indicator of the quality of care and the competence and empathy with which the SNF's handle end-of-life care issues. This presentation will look at the available data regarding end-of-life care applied to the skilled nursing setting. August 13, 2004 Employee turnover in long-term care assisted living
and many other health care and human services settings is among
the most challenging management issues. And while turnover rates
range between 40% and 70%, some operations are managing significantly
lower turnover rates and related costs. What's the difference? Why
are some operators able to manage 10% - 15% turnover rates while
others experience 65% - 75% turnover rates in certain job categories?
This seminar presents the principles behind employee retention in
healthcare senior living and human services, presents research and
evidence-based solutions which can significantly reduce turnover,
recruitment costs and increased employee loyalty and productivity.
"Satisfaction is Cheap - Loyalty Is Priceless" Many long-term care providers measure customer,
family and employee satisfaction. While these measures are important,
the assumption has always been that higher levels of satisfaction
will led to higher levels of loyalty. Recent data suggests that
this is not true, however, leading to the conclusion that managers
should work harder to increase loyalty.
There is a frightening disconnect between measured satisfaction and customer loyalty. For many years, long-term care and senior living managers have performed customer satisfaction surveys to measure how happy various customers, such as residents, family members, referral sources and doctors, are with their services. The results have been remarkably similar - customers seem quite satisfied. Another seemingly contradictory fact is that satisfied customers are not predictably loyal. Too often happy customers walk away to another provider. Why? And if happy customers walk away, why bother trying to find out if they're happy in the first place? The key issue is loyalty, rather than satisfaction. While measurement of satisfaction is important, and even required by many regulatory and certifying agencies, long term care and senior living managers should be much more focused on loyalty as an indicator of an organizations' market health. This seminar will review the historical measures of customer satisfaction, the measures of loyalty and review how managers can and should shift their focus toward loyalty as the critical measure of market health. Learn more about this event at the AHCA Convention web site >
(see description for this presentation above) Learn
more about this event on the ASCP web site > November 8, 2004 Based on groundbreaking research conducted by Stackpole & Associates, presented at the National Education Conference sponsored by the Rehabilitation Services Administration, this program presents training for vocational rehabilitation counselors and placement specialists to improve employer satisfaction with their services and increase the number of appropriate placements for persons with disabilities. To learn more about this important research, view the report summary. For more information on Assumption and its program, visit: www.assumption.edu.
Associates
News Publications Taking
The Pulse Of Employees (Provider Magazine) Main
Street vs. Wall Street: When Viewing the Financial Strength's of
Nursing Homes, Bigger Isn't Always Better (Contemporary
Long Term Care's Executive)
Charles Preus, MBA, has been appointed to the Board of Corporators of the New England Deaconess Association, Concord, MA. and the Board of Directors of the Duffy Health Center, Hyannis, MA.
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