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Über Home Care Pulse | Experience Management
Die Software für Zufriedenheitsmanagement hilft dir, die Zufriedenheit deiner Kunden und Pflegekräfte zu verbessern und zu einer herausragenden Agentur zu werden.
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.
We don't like when people choose to be anonymous because it's hard to figure out what we can do to make improvements.
Nutzerbewertungen filtern (96)
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Nutzerbewertungen filtern (96)
HomeCarePulse give us customer and employee satisfaction data and feedback so we can improve!
Vorteile:
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!
Nachteile:
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.
In Betracht gezogene Alternativen:
Excellent product, great value for the investment
Kommentare: Outstanding. The HCP team is always responsive when we have questions. Great customer service.
Vorteile:
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.
Nachteile:
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
Kommentare: 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.
Vorteile:
The software is pretty easy to use. The reporting is easy to understand.
Nachteile:
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.
We've Grown Together
Kommentare:
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.
Vorteile:
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.
Nachteile:
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 Customer Service
Kommentare: 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.
Vorteile:
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.
Nachteile:
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
Kommentare: Overall, we have been exceptionally pleased and will continue to use HCP far into the future.
Vorteile:
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.
Nachteile:
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.
HCP helped raise our NPS score in less than a year!
Kommentare: We were not being well represented because no one on staff was following through on the data received. Once I started using the reports to incentivize our caregivers, and gave them the language to help our clients understand what the reviews really mean to the company, we saw a shift. I specifically focused on the Daily Life verbiage and in a month the scores were up - all 9s and 10s.
Vorteile:
Just by focusing on our problem areas as revealed by the data HCP collected, we were able to move our Client NPS score from 4.3 to 7.0. Getting the specific comments as feedback is invaluable to fine-tuning our home care business, and we are currently having to turn away cases in the next town because we are in such demand!
Nachteile:
I love it and am looking forward to using the Review Manager platform!
A great tool to find out what your staff really think
Kommentare: [SENSITIVE CONTENT HIDDEN] has been fantastic to work with. He will regularly check in with us and has shown us features we didn't know existed. The webinars they host are some of the best from and information and presentation standpoint.
Vorteile:
I like that the calls are made from an external source. This allows both our clients and staff to feel comfortable being truthful in their answers. It has helped us identify both strengths and weaknesses in our company and helped us address them. Everything is compiled in a monthly report that is very easy to review with the team. Each month a report is also generated about any issues HCP had contacting staff and clients so they can be corrected before the next set of surveys. The onboarding process was very easy, the customer service is excellent, and they will have follow up meetings to check in on you.
Nachteile:
1. with only 5 staff and 5 clients being interviewed, a poor survey by 1 person makes your monthly averages skew in a very negative direction that isn't necessarily reflective of how your agency is truly performing. 2. The cost is a bit high. For $300+ month I would like to see some more interviews included. Each phone call averages 5-10 minutes and 10 are completed a month. That's $30/phone call or about $150/hour. 3. The monthly report includes a lot of repetitive information which makes it appear to be more than it is. This is a very minor issue.
Quality Assurance
Kommentare: Other offices within our organization have stopped using HCP because they were unable to identify a benefit from the product. However, I do find great value in using this software/program. In my office, we pay close attention to the responses from our clients and our employees. We drill down the data to identify problematic service areas.. We also use it to identify the good things going on and celebrate them. We believe that HCP is vital to our commitment to continuously improve our delivery of quality services.
Vorteile:
Our office appreciates the questions that are asked of our "customers" because by their responses we are able to drill down and locate issues that need to be addressed. We also have an opportunity to celebrate the things that we are doing write and reward those doing good things.
Nachteile:
Our issue is an internal issue. We find it difficult to stay on top of our ever changing list of employees and clients. Unfortunately, our proprietary software is not wanting to use HCP's easy upload. This is our biggest hurdle. I do not have an issue with any of the features offered by the software. I would like the "My Awards" tab to be continuous rather than just the most current.
Home Care Satisfaction Review
Kommentare: Helps us see where we need to improve as a company. Cant fix it unless we know it is broken. 2 sided sword. Need to know to fix, but wish they would come to us first and give us a chance to fix it.
Vorteile:
Ease of usability. Gives us great feedback that we might not be able to get.
Nachteile:
The only thing is that I wish the clients/staff would come to us with issues and give us a chance to fix whatever it is they feel is lacking instead of airing out grievances on here first. Cant fix it unless know what is wrong.
Who knew satisfaction management was KEY?
Vorteile:
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!
Nachteile:
The software is easy to navigate and comprehensive. I can't think of anything that is a con.
Couldn't Do Without It
Kommentare: Home Care Pulse is a pleasure to work with. We can talk to representatives that we are familiar with and they are responsive to our needs.
Vorteile:
It allows us to know how our clients and employees feel about how well we are treating them. The feedback is immediate and allows us to make corrections rapidly.
Nachteile:
I am satisfied in all areas of the saftware.
Office Manager
Kommentare: Overall a very positive experience and quite informative. I especially like the accessibility of our HomeCare pulse rep, [SENSITIVE CONTENT HIDDEN]
Vorteile:
Ease of use and accessibility to our contact , [SENSITIVE CONTENT HIDDEN], at HomeCare Pulse.
Nachteile:
Although letters go out to new clients about HomeCare Pulse, they don’t always know who is contacting then for interviews.
Client and employee feedback
Vorteile:
Client and employee feedback that allows us to take action
Nachteile:
It would be better if when you contact clients or employees who provide "anonymous" that you encourage them to provide their name otherwise it's really difficult to ask for clarification if needed and address improvements.
Best Quality Assurance program
Vorteile:
Home Care Pulse integrates seamlessly with our scheduling software. The feedback is helpful in growing our business and improving our retention rates.
Nachteile:
We have not had a problem that they have not resolved quickly and courteously.
Great staff and support.
Vorteile:
The information we are able to gather about our clients happiness with our services and satisfaction of our employees. .
Nachteile:
The monthly reports can be to long, to much paper.
Easy to use
Vorteile:
Home Care Pulse is wonderful to work with. They are very responsive to questions and it's all easy to use.
Nachteile:
Can't think of anything I don't enjoy about Home Care Pulse
Human Resources
Kommentare: I get notifications for important features
Vorteile:
I like the data I receive from the information gathered
Nachteile:
none, I like all the features that the software offers
Ease of use
Vorteile:
Arrangements or information was very good
Nachteile:
Lots of tabs made it difficult to master
Very Helpful Feedback
Kommentare: 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.
Vorteile:
The software is very easy to use, functional,and is constructed in a manner I find to be helpful.
Nachteile:
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.
Kommentare: Excellent service and software. Great resources to understand CSAT and promote results.
Vorteile:
Very clean design and intuitive. Easy to navigate.
Nachteile:
Dashboard could be more clear. Additional services are additional cost. I wish add on services were more affordable for startup businesses.
Worthwhile Investment
Kommentare: We've used Home Care Pulse all ten years we've been in business. Getting impartial feedback from both clients and staff is a critical piece in maintaining a high level of quality.
Vorteile:
We look forward to our monthly reports. The specific answers given by both clients and staff are important
Nachteile:
I don't use all the available reports. We focus on the monthly report and that seems to give us what we need.
Feedback is Worth It's Weight in Gold
Vorteile:
It's simple to use. There are lots of features and reports. You can see data in many different ways. The customer support it very responsive. We find the feedback provided from our clients to be invaluable.
Nachteile:
The software is great. Sometimes Home Care Pulse is unable to reach the full quota a surveys which can leave us lacking for feedback to work with.
Satisfaction Review
Vorteile:
It has provided us with useful information to improve our processes.
Nachteile:
Sometimes it will have someone's name on there that shouldn't be called.
Great Product
Kommentare: Easy to get established, simple to review each week/month, can implement changes to improve customer satisfaction.
Vorteile:
Ease of use and ability to make changes when needed.
Nachteile:
Don't have any criticism at this time. It has been simple to use and self explanatory for the most part.