Enhancing Resident Satisfaction with BedTracker

This document outlines the steps to utilize the concierge feature in BedTracker, a tool designed to improve resident satisfaction and service in facilities. The platform allows concierges to document their work, while providing administrators with valuable insights into resident experiences through automated surveys. These surveys help track and enhance customer service from admission through weekly interactions.

Step 1

Navigate to the concierge tab in BedTracker by selecting 'Binders' from the dashboard and then clicking on 'Concierge'. This feature was added to assist facilities in providing exceptional customer service and ensuring satisfaction among residents and their families.

Step 2

BedTracker enables concierges to document their activities, which can be accessed by administration from any location to evaluate resident satisfaction levels. Let's explore how the process works.

Step 3

Upon resident admission, note that there is no need to manually enter resident information as it is automatically pulled from the EMR system, specifically PCC, which is commonly used by facilities.

Step 4

When a new resident is admitted into PCC, three surveys are scheduled. On the first day of admission, for instance, we will conduct a survey for Robert Smith to assess the process.

Step 5

The day one survey includes questions such as "How would you rate the admission process?" with a section for the concierge to note responses. It also addresses whether the resident felt welcomed and supported.

Step 6

Further inquiries include evaluating the room setup, and assistance required with paperwork, such as Medicaid applications for long-term stays, or any other admission documentation.

Step 7

The concierge is available to help with these needs. The day two survey asks questions like "How was your first night?" and checks if staff introductions were made.

Step 8

Residents are queried about the quality of food, preferred activities, and any non-functional amenities, such as a TV, which could impact their satisfaction.

Step 9

We ensure any potential issues are addressed by asking if there's anything else the resident might need or find lacking.

Step 10

The day three survey aims to gather insights on the resident's nighttime experience, participation in activities, and interaction with staff like nurses or CNAs.

Step 11

Further questions include whether the resident managed to take a shower, progress in therapy if applicable, and any additional support needed.

Step 12

Subsequently, a weekly survey is conducted, which I will demonstrate. Initially, they receive daily surveys for three days, followed by a weekly survey. For larger facilities, this can be adjusted to a bi-weekly schedule.

Step 13

Weekly surveys include questions like "How would you rate the food, nursing care, and cleanliness of the facility?"

Step 14

Residents are also asked to rate responsiveness and activities, and if they have any concerns or issues needing attention.

Step 15

All feedback is compiled into a rating system that highlights residents with lower ratings, providing insight into underlying causes. This allows management to stay informed globally about facility conditions.

Step 16

The system also identifies residents who have recently given low ratings. For instance, if a resident who previously rated five stars now rates two, this can be traced back to potential dissatisfaction with specific aspects like food or roommates.

Step 17

This proactive approach helps resolve issues without escalating to conflicts or family grievances, ensuring they are addressed promptly.

Step 18

The primary objective is enhancing resident satisfaction by documenting concierge activities and providing administrators with tools to assess facility performance. The platform offers an overview of survey feedback to identify strengths and areas needing improvement.

Step 19

You can pinpoint specific days with lower ratings for food, identify the cook, and assess whether menu choices or cooking quality contributed to dissatisfaction, allowing for targeted improvements.

Step 20

This tool aims to enhance customer service and the resident experience by offering customizable survey options for the initial three-day admission period as needed.

Step 21

The platform aids in managing customer service, addressing complaints, and ensuring concierges are effectively performing their roles, with documentation securely stored in the system rather than on paper or the EMR.

Step 22

With the BedTracker concierge platform, you can conveniently review complaints and devise solutions from the comfort of your desk, streamlining facility management and enhancing resident satisfaction.