What Is the Market Saying?
In today’s world your hospice and home care service efforts face previously unacknowledged competition and client/community scrutiny. The predictable adverse future consequences of operating within a delivery model driven only from a provider perspective, demand a new and strategic client centric continuum of care service model. Hospice Advisors have a process that evokes the voice of the customer and it is an essential component to our process.
During our consulting practices we have calculated that hospice and home health agencies that have surpassed a census of 250, observed that a personalized call center has a significant return on investment and increases customer satisfaction. In a recent poll we conducted with hospice and home care executives, 52% with census over 250 believe Call Center operations need to be in-house and not outsourced. 77% of these executives believe an in-house Call Center is imperative related to quality and brand. In fact, we brand our call centers “Client Centric Care Centers” as this is an inspirational vision that can build great organizational-wide support and commitment to your customers.
With our experience in hospice, communications, process mapping and improvement and change leadership we can be your partners in making your Client Centric Care Center initiative successful. If you would like to explore how we can assist your hospice organization or to schedule a phone consultation, please call 734-658-6162 or send us an email by clicking here.