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Feedback in nursing homes

The open channel for residents and relatives: fast, easy and in real time

Resident feedback in the nursing home with SayWay

Use on-site feedback in the following scenarios

Feedback in central areas

Say­Way feed­back sys­tems are often used in the cen­tral areas of nurs­ing homes. This is gen­er­al­ly done using a dri­ver analy­sis in order to expose the dri­vers of the dis­sat­is­fac­tion quick­ly and eas­i­ly, with­out caus­ing any unnec­es­sary both­er to the sat­is­fied peo­ple. These sys­tems are received very pos­i­tive­ly by poten­tial res­i­dents and rel­a­tives as they rep­re­sent a direct and anony­mous link to the home man­age­ment.

Feedback in the catering facilities

Food is a cul­tur­al fac­tor that has an enor­mous impact on the over­all sat­is­fac­tion of nurs­ing home res­i­dents. That’s why it’s a good idea to ask peo­ple to rate the food reg­u­lar­ly, or even con­tin­u­ous­ly. In prac­tice, you will find you don’t just get praise and crit­i­cism, but also sug­ges­tions that can be incor­po­rat­ed into the meal plans.

Feedback after events

Small events are becom­ing more and more com­mon in nurs­ing homes. But how are these events received? Do the res­i­dents want some­thing else? Are the times and the length rea­son­able? These are all worth­while ques­tions in order to make an impact on over­all sat­is­fac­tion lev­els.

Employee feedback

Ques­tion­naires on Say­Way sys­tems can be swapped man­u­al­ly on any sys­tem or by remote con­trol all over the world from the head­quar­ters in Cologne. We rec­om­mend that our cus­tomers use the sys­tem for employ­ee sur­veys in the back office at least four times a year. Staff in the care sec­tor is scarce and is also the biggest cost fac­tor in the bud­get. That’s why it’s a good idea to work close­ly with your employ­ees in order to keep fluc­tu­a­tion to a min­i­mum.


The feedback process

If a feed­back project is to be suc­cess­ful and sus­tain­able, the feed­back process must be defined and imple­ment­ed very pre­cise­ly. Clear project respon­si­bil­i­ties, appro­pri­ate ques­tion­naires and a pre­cise choice of loca­tion are just some of the com­po­nents involved in defin­ing an on-site feed­back process. We can sup­ply ready-to-use and time-test­ed tem­plates that include all the per­for­mance indi­ca­tors with­in the con­text of nurs­ing homes. Alter­na­tive­ly, you can set up a sys­tem where res­i­dents and their vis­i­tors are auto­mat­i­cal­ly sent an invi­ta­tion to give feed­back after con­tact with the home.


Closed loop

The closed loop con­cept gives our cus­tomers guide­lines as to how they can work active­ly with the feed­back data col­lect­ed and com­mu­ni­cate the results back to the tar­get group. In this way feed­back, opti­mi­sa­tion and infor­ma­tion run in a cycle, a closed loop. If the closed loop con­cept works, res­i­dents and vis­i­tors will per­ceive the nurs­ing home more pos­i­tiv­i­ty if they dis­cov­er that their feed­back has helped to elim­i­nate weak spots. Our project man­age­ment team will be hap­py to help you with the closed loop process.

Tablet-based on site feedback in care homes for the elderly

Exploit this digital channel to your residents and visitors

The chal­lenges con­fronting qual­i­ty man­age­ment in care of the elder­ly are increas­ing con­tin­u­ous­ly. At the same time nurs­ing homes are faced with increas­ing com­pe­ti­tion. That is why it is essen­tial to offer dif­fer­ent tar­get groups the chance to express their praise and crit­i­cism direct­ly at the point of expe­ri­ence — in the wards, in wait­ing areas, at exits or in the cater­ing facil­i­ties. Since the results are analysed online in real-time, any neg­a­tive devel­op­ments can be coun­tered imme­di­ate­ly. Ques­tion­naires on paper are a thing of the past. A very impor­tant point: with Say­Way, rel­a­tives and res­i­dents can give their feed­back about ser­vices anony­mous­ly and inform the home man­age­ment direct­ly.


Say­Way helps nurs­ing homes to set up this dig­i­tal chan­nel quick­ly and eas­i­ly with­out inter­fer­ing with the exist­ing IT infra­struc­ture. When installing Say­Way we use a tool­box that we have devel­oped and con­tin­u­al­ly enhanced joint­ly with our cus­tomers in the health sec­tor over the past few years.

Measure the “pulse of satisfaction”

With our feed­back sys­tem that is quick and easy to set up, you can mea­sure the pulse of sat­is­fac­tion right down to the micro-lev­el of each ward. At the macro-lev­el, i.e. the head­quar­ters, branch­es can be mon­i­tored and opti­mised eas­i­ly. The sys­tem is like an anony­mous dig­i­tal com­plaint box that can be used to its full advan­tage in this sen­si­tive envi­ron­ment.


SayWay as a marketing instrument

Pri­mar­i­ly Say­Way “only” col­lects rat­ings. But the sys­tem can do much more than that. Hav­ing a feed­back chan­nel that is con­tin­u­ous­ly open sends out a sig­nal to the tar­get group, even if the sys­tem isn’t used. If the res­i­dents and vis­i­tors give feed­back as they are leav­ing the home, it’s a kind of emo­tion­al check-out. The sys­tems can also be used as an infor­ma­tion board. A visu­al can be shown on the last page of a sur­vey, for exam­ple, to remind cus­tomers of an event.


SayWay as a “digital collecting basin”

There is a great risk in the elder­ly care sec­tor, in par­tic­u­lar, that dis­sat­is­fied patients may air their frus­tra­tion on dig­i­tal plat­forms that are beyond your con­trol. If you use Say­Way, this dis­sat­is­fac­tion can be col­lect­ed in a shel­tered envi­ron­ment. Ide­al­ly, you can even respond to it con­struc­tive­ly if the per­son con­cerned has request­ed a response.


Special features relevant to nursing homes

Split questionnaire

Basi­cal­ly, any con­ceiv­able type of ques­tion­naire can be imple­ment­ed using the Say­Way feed­back soft­ware. In elder­ly care, SayWay’s split dri­ver analy­sis has estab­lished itself as the stan­dard. The first ques­tion leads to a dif­fer­en­ti­a­tion between res­i­dents and vis­i­tors. Then only the dis­sat­is­fied peo­ple are asked about the caus­es of their dis­sat­is­fac­tion. The sat­is­fied par­tic­i­pants are only giv­en one addi­tion­al open ques­tion where they can express their praise and sug­ges­tions. In this way, hap­py res­i­dents are not both­ered unnec­es­sar­i­ly and dis­sat­is­fied peo­ple can air their griev­ances.

Individual reporting

Keep your finger on the pulse of the target group, centrally and locally

Each nurs­ing homes man­ag­er needs dif­fer­ent infor­ma­tion. The Say­Way report­ing tool takes these indi­vid­ual require­ments into account through cus­tomised solu­tions for each com­pa­ny. Dif­fer­ent loca­tion struc­tures require spe­cial dash­boards

The roles and rights sys­tems must be devel­oped dif­fer­ent­ly depend­ing on the hier­ar­chi­cal lev­els. The design of auto­mat­ed PDF reports must be clear­ly aligned with the indi­vid­ual frame­work con­di­tions. The Say­Way retail team will be pleased to help you to design your own indi­vid­ual online report­ing tool.