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.
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.
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.
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.
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.
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.
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.
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.
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.
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.
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.
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.