A business that provides services to customers is bound to receive complaints and negative feedback periodically. No matter if there is a client who is not 100% satisfied or if something went wrong on your end, you will have to deal with complaints on your own. In the care industry, complaints from patients and clients come in large numbers every day. With all possible means and resources, a care provider will always try to rectify the issue.
However, trying to resolve issues each and every time is not the apt solution. For a home care provider, reducing the number of complaints coming in is the most sensible solution by providing exceptional services at all times. The question now is how can you avoid complaints from your home care clients? To find the answer, you first have to understand what troubles them the most.
It Starts with Communication Problems
Complaints related to communications include language barriers, miscommunication and lack of communication. If there is a difference in speaking and understanding a language between a caregiver and a patient, misunderstandings and frustration arises. An example of miscommunication is when a patient thinks that the caregiver will bring medication from the pharmacy, when the caregiver thinks that the patient’s spouse or family member will purchase the medication needed. When a patient is unaware who the caregiver is, when he/she will be coming, and what the caregiver will take care of, it is simply lack of communication. Such types of situations can lead to client complaints due to communication problems.
Erratic Skills of Caregiver
When patients choose home care service, they have certain expectations from the ones who will be caring for them and what tasks will be done for them in their homes. If the caregivers are not trained in executing such tasks or their caregiving skills do not match with the needs and preferences of the patients, conflict arises. There have been instances when patients complained that the caregiver was not able to prepare basic meals, such as boil an egg or grill a sandwich.
Lack of Zeal to Care
To be known as the best home care provider, compassion, dedication and the zeal to provide best possible care in caregivers is important. However, patients often complain that the caregiver does not blend in and makes them feel as if the caregiver does not really care to be there or around the patient. Instead of giving ample time to patients, caregivers rush through their tasks, glued to their smartphones or play video games when they should be interacting with the patient.
We can take this one as one of the most frequent and biggest complaints that care workers must deal with. Clients complain that they are not informed prior to a change or update in their caregiver’s schedule. Other issues raised by them are related to punctuality, work timings and working according to the patient’s needs. Even home care agencies have a hard time managing and scheduling caregivers according to their availability, client’s location, caregiver’s skills according to patient’s needs and more.
To diminish the possibility of complaints related to scheduling, caregiver match, and client communications, the ideal solution is to implement advanced home care management software with intelligent capabilities that will make the life of caregivers and agency administrators easier. For example, software like CareSmartz360 allows you to schedule caregivers according to travel time, skills and training, and availability, thereby reducing the chances of client complaints.
While technological solutions can help to avoid getting complaints to some extent, they do not control errors from human factor. Your team of caregivers and office staff is the first line of defense against client complaints, which means you need to ensure that they are equipped and trained for all counter measures. Put extra effort into hiring qualified staff, train them on soft skills and communication skills, make them understand the importance of compassionate care to clients, and fill gaps (if any) in the process of delivering care services.
Managing client’s complaints in the best possible ways is the key to the success of your care business. Try everything you can to prevent complaints from happening and if there is one, address it in a timely manner. To learn how home care software can help you avoid common complaints and better manage your agency, request a free consultation.