2014
TMPrep Worksheet
Sponsored by:
© 2014 Home Care Pulse, LLC
Please read these instructions first before completing your Prep Worksheet:This is NOT the official survey. This Prep Worksheet is designed to help you prepare your responses for the online survey. Many of the responses will require some research on your part, and many will be easy to answer off the top of your head.
Print the Prep Worksheet and use it to write in as many of your responses as possible. Once you’ve completed this, you’ll be able to complete the online survey in less than 15 minutes by dropping in the answers from your worksheet. To make it simple, the question numbers on the Prep Worksheet correspond with the online survey, which includes 66 questions in all.
After you complete the survey, you’ll receive Your 2014 Personalized Report, which will provide your Key Performance Indicators like Profit Margin, Sales Close Ratios, and Caregiver Turnover, along with all of your survey responses. Note, if you leave a survey question unanswered, we may not be able to calculate some of your Key Performance Indicators.
This powerful report provides the full picture of how your agency performed in 2013, and even compares you historically to your own results from the 2012 & 2013 surveys if you participated previously. You’ll also be able to compare your results to the industry when the full study results are published in the 2014 Edition this April, which you’ll get a 40% discount on after participating.
To take the online survey, go to www.benchmarking.homecarepulse.com. Questions 1 – 13 are concerning your business demographics.
FINANCIAL QUESTIONS
SPECIAL NOTE - It is very important that you answer the following financial questions as accurately as possible. PLEASE do not leave out any 2013 expenses found on your final income statement. If you have an expense that doesn’t seem to fit in any of the fields listed, please list the amounts in the “Other” categories under the proper expense type. We have broken things out into more detailed categories, so we can properly calculate the data according to national accounting standards, thus upholding the integrity of the data.
14) % of Revenue by Service Offering - What % of your revenue came from the following services in 2013?
Bottom total must equal 100%. Please leave categories at 0% if these do not apply to services offered by your business.
2013 Example
________ 25% Hourly care (billed hourly)
________ 25% Live-in care (billed daily, 24 hour/caregiver sleeps in the home)
________ 10% Geriatric care management
________ 10% Alert monitoring services
________ 10% Private duty skilled nursing services
________ 10% Healthcare staffing services
________ 10% Other services not listed (Please specify: _____________________________) 100% Total
15) % of Revenue by Payer Source - What % of your revenue in 2013 came from the following payer sources?
Bottom total must equal 100%. Please leave categories at 0% if these do not apply to payer sources used by your business.
2013 Example
________ ___25%__ Private pay (check, credit card, cash, etc.)
________ ___5%___ Long term care insurance
________ ___0%___ Veterans Administration programs
________ ___10%__ Billed Medicaid directly
________ ___5%___ Medicaid Waiver program
________ ___0%___ Workers compensation
________ ___5%___ Other insurance
________ ___10%__ Trusts/banks
________ ___30%__ Billed hospitals directly
________ ___10%__ Area Agencies on Aging (AAA)
________ ___0%___ Other payer sources not listed (Please specify: _____________________________________)
___100%_ Total
16) Government Programs - Which, if any, of these programs are a payer source for your services?
If you receive payments from a government program/organization that is not listed, please put the name of this program(s) in the “Other” box.
[ ] Medicaid Waiver or similar Medicaid supported programs [ ] Veterans Assistance programs
[ ] Area Agencies on Aging (AAA) supported programs (other than Medicaid Waiver) [ ] Medicare-certified (Your business also provides skilled nursing services under Medicare)
[ ] Other (Please specify: _______________________________________________________________________________)
17) 2013 Annual Revenue - Please list your annual revenue for the calendar year of 2013.
Please only include revenue associated with your private duty home care business. Please enter a figure, even if it is $0. 2013: ______________________ Example: _ _$1,000,000____________
18) Direct Care Expenses - List 2013 expenditures for the following “Direct Care” categories.
Round to the nearest hundred. If you did not have expenses in certain categories, please leave it at the default value of $0. *Other Direct Care Expenses - This includes any other expenses related to taking care of your clients, such as rubber gloves, uniforms, etc.
2013 Example
$550,000 Caregiver wages $18,000 Workers comp insurance
$0 Caregiver benefits (health, 401k, supplemental, etc.)
$60,000 Caregiver payroll taxes (employer taxes, unemployment insurance, etc.) $2,000 Caregiver reimbursements (mileage, meals, etc.)
$1,500 Caregiver recruitment/retention $500 Background checks/screening $1,500 Caregiver bonuses
$3,000 Caregiver training
$0 *Other direct care expenses not listed
19) Sales & Marketing Expenses - List 2013 sales & marketing expenditures for the following categories.
Round to the nearest hundred. If you did not have expenses in certain categories, please leave it at the default value of $0.
20) Operating Expenses - List other 2013 operating expenditures for each of the categories below.
Round to the nearest hundred. If you did not have expenses in certain categories, please leave it at the default value of $0. *Other Operating Expenses - office supplies, gifts, staff trainings, bookkeeping, satisfaction programs, licensing fees, etc.
2013 Example
$24,000 Rent, maintenance, and utilities
$70,000 Office support wages (admins, schedulers, HR staff, nurses) $55,000 Executive team wages (exclude all owners)
$3,500 Scheduling software, including Telephony $0 Franchise royalty fees (if applicable) $2,500 Travel/meals/entertainment expenses
$2,800 *Other operating expenses (exclude owners salary and benefits)
21) 2013 Average Weekly Billable Hours - On average for 2013, how many hours of care did your business bill for each week (7 days)?
(Live-in care is billed daily for 24 hour care, i.e. caregiver sleeps in the home.)
2013 Example
1,000 Hourly care hours
170 Live-in care hours (1 day & night = 24 hours)
22) Service Billing Methods - Please select the best description of how you typically bill for HOURLY in-home care services?
( ) Bill by length of visit (how long the caregiver stays for each visit)
( ) Bill by caregiver skill needed (i.e. companion, personal care attendant, CNA, etc.) ( ) Bill based on length of visit and caregiver skill needed, depending on the situation
( ) Other (Please specify: __________________________________________________________________________________) If Bill by Length of Visit - What is the average hourly billing rate you charge for the following length of visits?
If your visit lengths vary from these, please give your best estimate. (Drop-down menu will be provided to select hourly rate.)
$ 1-2 Hour visits $ 3-5 Hour visits
$ 6-11 Hour visits $ 12-24 Hour visits
If Bill by Caregiver Skill Needed - What are the average hourly rates you charge clients for the following types of caregivers? (Drop-down menu will be provided to select hourly rate.)
$ Companion/Homemaker $ Personal Care Attendant $ Certified Nurse Assistant
23) Live-In Care - Does your business offer live-in care* services?
[ ] Yes [ ] No
If you answered “Yes” in the previous question - What are your average DAILY rates for Live-in Care* visits? Drop-down menu will be provided to select daily rate by $5 increments.
$ Live-in Daily Rates
*Live-in care is billed at a flat daily rate because the caregiver is expected to sleep in the client’s home at night. This is not to be confused with 24 hour care, where the client is billed hourly for around-the-clock care.
SALES & MARKETING QUESTIONS
24) Inquiry Tracking/Reporting - Which statement most accurately describes your consistency in tracking service inquiry calls to your office during 2013?
(These are prospective clients/family members calling your office about services.) ( ) We track EVERY inquiry call and who referred them.
( ) We track MOST of the inquiry calls and who referred them. ( ) We do LITTLE OR NO tracking of inquiries and who referred them.
If You Track EVERY or MOST Inquiry Calls - How many prospective client inquiry calls did you receive in 2013 (i.e. clients/ family members looking for service)?
Please include all inquiries you received in 2013, not just what you might consider a “warm/hot lead.” If someone called for services and provided some kind of contact information, such as a phone number, address, and/or email, they are considered an inquiry. Include all locations your business operates and is reporting on.
2013: ____________________ Example:_ ____200_________
25) In-Home Assessment - Do you conduct an in-home assessment or in-home care consultation with the client/family members as a part of your intake process?
[ ] Yes [ ] No
If you answered “Yes” in the previous question - How many new client assessments did your business perform in 2013? Include all locations your business operates.
2013:_______________________ Example: _____100________
26) 2013 # of New Clients - How many total new clients started services in 2013? Include all locations your business operates.
2013: ______________________ Example: _____75________
27) Top Consumer Marketing Sources - Please select your top three revenue-generating consumer marketing sources in 2013. Then select the percentage of 2013 annual revenue each top method was responsible for.
Consumer Marketing includes marketing activities focused on reaching directly to the consumer, such as paid advertising, direct mail, social media sites such as Facebook & Twitter, consumer web/internet marketing, consumer lead generation websites, etc. You will be provided with three drop-down menu’s to select different consumer marketing sources such as ads, internet, PR, etc., followed by three drop-down menus to select the percentage each source provided to your 2013 revenue.
% Examples: Ads-Newspaper 10%
% Internet-Search Engine Optimization 15%
28) Top Referral Sources - Please select your top three revenue-generating referral sources in 2013. Then select the percentage of 2013 annual revenue each top method was responsible for.
Referral Sources includes marketing activities focused on networking and building relationships in your community with healthcare providers, senior care professionals, current and past clients/family members, etc.
You will be provided with three drop-down menu’s to select different referral sources such as clients, healthcare professionals, trusted advisors, networking, etc., followed by three drop-down menus to select the percentage each source provided to your 2013 revenue.
% Examples: Clients-Past and Current Clients 30% % Government-State Medicaid Univer Program 30% % Healthcare Professionals-Assisting Caregiver Facilities 10%
29) Marketing Methods Used With Referral Sources - Please select top three revenue generating marketing methods used to ATTRACT referral sources to your business.
[ ] Direct mail letters and flyers to referral sources [ ] Direct mail postcards to referral sources [ ] Email newsletters to referral sources
[ ] Exhibiting at trade shows in order to network with referral sources [ ] Listings in Senior Directory publications utilized by referral sources [ ] Paid advertising in professional publications
[ ] Paid sponsorship of special events attended by referral sources [ ] Personal email to referral sources
[ ] Placing literature racks in offices of referral sources
[ ] Presenting formal continuing education CEU programs to referral sources [ ] Printed paper newsletters to referral sources
[ ] Speaking at educational events for referral sources
[ ] Visiting referral sources at their location / asking for their business [ ] Writing articles for professional publications
[ ] Other (Please specify: _______________________________________________________________________________)
HOT LEGISLATIVE ISSUE QUESTIONS
30) Affordable Care Act (Obamacare)/Employer Mandate - With the new employer mandate set to take effect in January of 2015, what actions are you currently planning to take in order to be ready for it?
Please select all that apply. If you are planning on other actions not listed, please select “Other” and provide a brief description. [ ] Provide the required health insurance plan for all employees working 30+ hours a week
[ ] Drop my group health insurance plan and pay the penalty for each full-time employee
[ ] Partner with other home care organizations in an effort to share caregivers, in order to keep the majority under 30 hours per week [ ] Pay the penalty and never adopt a group health insurance plan
[ ] Keep the majority of my employees to 30 hours or less per week [ ] Always operate with less than the equivalent of 50 full-time employees [ ] No decision made yet
[ ] Other (Please specify: _______________________________________________________________________________)
31) Affordable Care Act (Obamacare) Impact - What kind of an impact, do you believe, the Affordable Care Act will have on your business over the next three years?
( ) Highly positive impact ( ) Positive impact
( ) Neutral impact (very little impact, positive or negative) ( ) Negative impact
( ) Highly negative impact
32) Union Membership - Are your employees member of a union, such as the Service Employee International Union (SEIU)?
[ ] Yes [ ] No
If you answered “Yes” in the previous question - Have you ever had a union try to unionize the employees of your current home care business?
33) Unionization Impact - In your opinion, what kind of impact will unions, such as the SEIU, have on your business over the next 3 years?
( ) Highly positive impact ( ) Positive impact
( ) Neutral impact (very little impact, positive or negative) ( ) Negative impact
( ) Highly negative impact ( ) Not sure
34) Overtime Pay - What percentage of caregivers, if any receive overtime pay during an average pay period?
Drop down will be provided to select percentage. Overtime % Example 10%
35) Companionship Exemption Removal - What operational changes, if any, are you making as a result of the Department of Labor’s (DOL) removal of the companion exemption for third-party employers?
Please select all that apply. If you are planning on other actions not listed, please select “Other” and provide a brief description. [ ] Cutting caregiver hours to avoid overtime
[ ] Rescheduling cases to avoid paying overtime [ ] Cutting back on the number of live-in cases [ ] No longer providing live-in services [ ] Cutting back on providing 12-24 hour cases [ ] No longer providing 12 hour shifts
[ ] Downsizing our caregiving staff [ ] Raising fees to cover added costs [ ] Paying more caregivers over time [ ] Loss of clients expected
[ ] No changes made yet, but expect to make changes in the future [ ] Expect to make no changes to our operations
[ ] Not aware of this ruling, or do not understand what it involves
[ ] Other (Please specify: _______________________________________________________________________________)
36) Companionship Exemption Removal Impact - What kind of impact do you believe the removal of the companionship exemption will have on your business within the next 24 months?
( ) Highly positive impact ( ) Positive impact
( ) Neutral impact (very little impact, positive or negative) ( ) Negative impact
( ) Highly negative impact ( ) Not sure
RECRUITMENT & RETENTION QUESTIONS
37) Caregiver Shortages - Which statement best describes the impact caregiver shortages had on your business in 2013?
( ) Extremely negative impact on the growth of my business ( ) Very negative impact on the growth of my business ( ) Somewhat negative impact on the growth of my business ( ) Very little negative impact on the growth of my business ( ) No impact at all on the growth of my business
( ) Did not experience any caregiver shortages
38) Top Caregiver Recruitment Sources and Methods - From the drop-down list below (generated from data from previous studies), please select your top three most effective caregiver recruitment sources and methods you used in 2013.
You will be provided with three drop-down menus to select your top recruitment sources and methods for 2013. A few examples of Recruitment Sources: Examples:
Advertising-Classiflied Internet-Craigslist.org
Employees-Current Employees
39) Pre-Employment Assessments - Did you use any kind of online pre-employment assessment*?
[ ] Yes [ ] No
*Online pre-employment assessment programs provide candidates with a series of questions related to their attitudes, behavior, cognitive abilities, skills, etc. Once a candidate completes the assessment, the program helps identify whether or not they are a good fit based on their answers.
If you answered “Yes” in question 39 - What characteristics does your pre-employment assessment measure? Select all that apply. If you measure other characteristics, please select “Other” and provide a description. [ ] Attitudes
[ ] Behavioral tendencies
[ ] Cognitive and reasoning abilities [ ] Engagement with company and job [ ] Engagement with co-workers [ ] Physical abilities
[ ] Job skill aptitudes [ ] Workplace motivators
[ ] Other (Please specify: _______________________________________________________________________________) If you answered “Yes” in question 39 - Which online assessment system do you use for selecting caregivers?
( ) CareProfiler® (careprofiler.com)
( ) Caregiver Quality Assurance® (caregiverquality.com)
( ) DISC® Assessments (many online resellers, developed by Inscape Publishing) ( ) Kolbe® Index (kolbe.com)
( ) PeopleClues® (many online resellers, developed by PeopleClues®) ( ) Profiles International (profilesinternational.com)
( ) TTI Performance Systems (ttiassessments.com)
40) Caregiver Performance Reviews - How often do you conduct one-on-one caregiver performance reviews with your employed caregivers?
( ) Monthly
( ) Bi-Monthly (every other month) ( ) Quarterly
( ) Bi-Annually (every 6-months) ( ) Annually
( ) Randomly, depending on caregiver
( ) Do not conduct one-on-one performance reviews
( ) Other (Please specify: _______________________________________________________________________________)
41) Employee Benefits - What types of benefits do you offer your full-time caregivers and office staff?
Choose all that apply.If you did not provide medical and/or medical benefits for caregivers/office staff in 2013, please leave blank.
Employee Benefits
Major Health Dental Supplement Paid Vacation Sick Leave 401K Matching Profit Sharing Tuition Plan (i.e., Aflac)
Caregivers [ ] [ ] [ ] [ ] [ ] [ ] [ ] [ ] Office Staff [ ] [ ] [ ] [ ] [ ] [ ] [ ] [ ] (including RNs,
supervisors, etc.)
42) Caregiver Turnover - How many caregivers were actively employed by your business as of December 31st for each of the following years?
(Used in caregiver turnover calculation.) Please use actual whole numbers.
2012: _______________ Example: ___105 2013: _______________ Example: ___97
43) Caregiver Turnover - How many employed caregivers were either terminated or quit during 2013?
(Used in caregiver turnover calculation.)
2013: _______________ Example: ___15__________
44) Caregiver Hourly Wages - What is your average starting HOURLY wage for the following types of professional caregivers?
*Personal Care Attendant - This is a caregiver who specifically handles clients in need of bathing assistance, incontinence care, hy-giene assistance, etc.
$________Companion/Homemaker $________Personal Care Attendant* $________Certified Nurse Assistants
45) Caregiver Live-in Wages - What is your average starting daily wage for a LIVE-IN caregiver*?
*Live-in caregivers live in the client’s home and sleep at least 8-hours during a 24 hour shift. The care is billed and paid on a daily flat rate rather than an hourly rate.
CAREGIVER EDUCATION QUESTIONS
46) Caregiver Orientation Training Hours - Approximately how many hours are your initial caregiver trainings/orientations for your newly hired caregivers?
You will be given a drop-down menu to choose the number of hours.
2013: _
47) Ongoing Caregiver Training Hours - How many hours of ongoing training do you require caregivers to complete within their first 12-months of employment?
You will be given a drop-down menu to choose the number of hours.
2013: _
48) State Required Training - How many hours of training does your state require your caregivers to take each year? You will be given a drop-down menu to choose the number of hours.
2013: _
49) Professional Training Programs – Do you use any professionally-produced caregiver training programs?
[ ] Yes [ ] No
If you answered “Yes” - Please specify what professional training programs you use. Please be specific (i.e., Aquire Training Online, Medifecta, etc.)
Program(s):
50) Online Training - Do you provide online caregiver training, provided by a professional training company?
[ ] Yes [ ] No
If you answered “Yes” - Please specify what online caregiver training company you use. Company:
If you answered “Yes” in question 50 - On a scale of 1-10, 10 being highly recommend, how likely are you to recommend your online caregiver training company to other home care providers?
Level of Recomendation: 1 2 3 4 5 6 7 8 9 10
51) Initial/Orientation Training Delivery Methods – Please select the different training delivery methods you use to train your caregivers.
[ ] Printed employee training manual [ ] Video/DVD
[ ] On-site training
[ ] Hands on training rooms (beds, dummies, transfer equipment, etc.) [ ] On the job (mentored in the client’s home)
[ ] Online training and testing [ ] PowerPoint presentation [ ] Take home tests
[ ] Professional trainer (independent contractor) [ ] No new hire orientation training provided [ ] Other delivery methods (Please specify)
52) Training Impact on Caregiver Retention – On a scale of 1-10, 10 being a significant positive impact, what kind of impact did your caregiver training program have on improving the retention of your caregivers in 2013?
53) Training Impact on Client Growth – On a scale of 1-10, 10 being a significant positive impact, what kind of impact did your caregiver training program have on increasing your client growth rate in 2013?
Level of Impact: 1 2 3 4 5 6 7 8 9 10
OPERATIONAL & CLIENT RELATED QUESTIONS
OPERATIONAL/CLIENT QUESTIONS - General questions related to various operations of your business.
54) Client Volume - How many active clients did you have on service as of December 31, 2012, and December 31, 2013? Include all locations your business operates.
2012: _________________________ Example: ___150 2013: _________________________ Example: ___175
55) Clients Stopped Services - How many total clients stopped services in 2013? (Used in client turnover calculation.) Include all locations your business operates.
2013: _________________________ Example: ___25
56) Clients Serviced - How many total clients did you provide service for during 2013? (Used in average client lifetime value calculation.)
2013: _________________________ Example: ___50
57) Client Average Length of Service* - As of December 31, 2013, what was the average length of time, in months, your active clients had been on services with your business?
(Used in average client lifetime value calculation.)
Please be as accurate as you can be. If you are making an uneducated guess, please put “Unknown” instead.
*How to figure Client Length of Service - Identify the number of active clients your business had as of December 31, 2013, and calculate how many months each had been on service up to that point. Then add up the total number of months and divide it by the number of active clients.
For example, ABC Agency had 50 clients as of December 31st, 2013. These 50 clients’ total number of months on service equals 500. 500/50 = 10 months. ABC Agency’s average Client Length of Stay is 10 months.
2013: _________________________ Example: ___14 months
58) Software Scheduling Companies - Who is your scheduling software provider and how likely are you to recommend them? In the rating column, choose from the drop-down list of 1-10. (A rating of 10 means “Highly Recommend”)
A drop-down menu will be provided to select your vendor and likelihood of recommendation. You will also be asked, “If you could change one thing about your current system, what would it be?”
59) Software Scheduling Companies - What are the top three reasons you selected this software provider?
[ ] Price
[ ] Functionality [ ] Look & feel [ ] Feature rich [ ] Customer support [ ] Technology platform [ ] Software-based [ ] Web-based
[ ] Integration with other third-party companies [ ] Personal recommendation
[ ] Relationship with the team members
[ ] Other (Please specify: _______________________________________________________________________________)
60) Association Memberships - What, if any, other industry specific associations do you or your business belong to?
Select all that apply.
A list will be provided to select from.
Memberships:
61) Office Support Staff - How many office staff (non-caregiver employees occupied each of the following positions in your business as of December 31, 2013? (Used in sales per full-time employee calculation.)
Count part-time employees as half (.5) an employee. Leave blank if you do not have someone in a particular position. Full-time employees are 30+ hours a week. Part-time employees are less than 30 hours a week.
IMPORTANT NOTE - If you or another staff member perform two functions, please put .5 for each function. For example, if the administrator also does scheduling, put .5 for each to demonstrate that this individual does scheduling part of the time and is an administrator part of the time.
Total should equal total number of office staff, with part-time employees counting as .5 or half.
________Active owners (5%+ ownership)
________Executive management
________Administrative staff (payroll, billing, secretarial)
________Sales reps
________Staffing coordinators/care schedulers
________Supervisors in the field, checking on clients/caregivers
________Others not listed (Please specify:_ ________________________________________________________________)
62) Clients to Staffing Coordinator Ratio - On average, approximately how many clients does your staffing coordinator(s)/ scheduler(s) comfortably manage care schedules for?
Drop-down menu will be provided in increments of 5. For example, 10, 15, 20, 25 etc.
63) Client Satisfaction - How do you capture and measure the satisfaction level of your clients?
[ ] Mailed surveys sent by internal staff
[ ] Mailed surveys sent by a third-party satisfaction firm [ ] Online surveys created and sent by internal staff
[ ] Online surveys created and sent by third-party satisfaction firm [ ] Live telephone interviews conducted by a third-party satisfaction firm [ ] Currently do not capture and measure client satisfaction
[ ] Other methods (Please specify: ________________________________________________________________________) Rate Client Satisfaction Methods – On a scale of 1-10, 10 being highly satisfied, please rate your satisfaction level with the methods you have used to capture client satisfaction.
Level of Satisfaction: 1 2 3 4 5 6 7 8 9 10
THREATS, OPPORTUNITIES, & STRENGTHS
64) Growth Opportunities - What do you see as your #1 growth opportunity in 2014?
( ) Accreditation
( ) Best of Home Care® Award qualification ( ) Medicaid Waiver program
( ) Company expansion into a new market(s) ( ) Adding Medicare Certified services
( ) Strengthen relationships with referral sources ( ) Offering of other service lines
( ) Adding geriatric care management services
( ) Increasing client referrals by improving client satisfaction
( ) Other (Please specify: _______________________________________________________________________________)
65) Threats – What do you see as your top three threats to the future growth of your business in 2014?
Please select 3 from the list provided. If one of your top threats is not listed, please specify in the “Other” field. [ ] Affordable Care Act regulation in general (Obamacare)
[ ] Employer mandate (as found in the Affordable Care Act) [ ] Companionship exemption ruling (overtime pay enforcement) [ ] Caregiver shortages
[ ] Unionization
[ ] Increasing competition [ ] Rising health insurance costs [ ] Privately hired caregivers
[ ] My state regulations (i.e., additional training requirements, overtime pay, etc.) [ ] Struggling economy
[ ] Other Federal Government regulations (besides Obamacare) [ ] Attracting enough referrals
[ ] Cash flow restraints/business capital [ ] 2014 United States Congress [ ] 2014 White House Administration [ ] Rising business expenses
[ ] Caregiver turnover [ ] Office support turnover
[ ] Workers compensation premiums rising [ ] Decrease in potential referral sources
66) What Sets Your Business Apart - When speaking with potential clients, referral sources, and your community, what are the top three things you tell them that sets your business apart from your competition?
Please select three. If something is not listed, please select “Other” and provide a description. [ ] 24/7 availability
[ ] Advanced technology (i.e., telephony, scheduling software) [ ] Affordability
[ ] Award winner (i.e. Best of Home Care®, Chamber of Commerce Awards, etc.) [ ] Caregivers - high quality (recruiting, selecting, training, and retaining) [ ] Client satisfaction (provide proof of happy clients)
[ ] Continuum of care [ ] Dementia care experts [ ] Detailed care plans
[ ] Effective communication from business [ ] Exception customer service
[ ] Executive experience [ ] Faith-based organization [ ] Franchise support
[ ] Gathering feedback from clients [ ] Geriatric care manager(s) on staff [ ] In-depth hiring and Screening Process [ ] Low caregiver turnover
[ ] Membership - Home Care Association of America (formerly NPDA) [ ] Membership - Private Duty Home Care Association (PDHCA) [ ] Membership - State Home Care Association
[ ] Non-franchise [ ] Nurse supervisors
[ ] Online access to schedules/info (clients and families) [ ] Professionalism of business
[ ] Quality of caregiver training [ ] Quick response to problems [ ] Routine spot checks
[ ] Specialized disease specific programs [ ] Years in business
[ ] Nothing really sets us apart from the competition. [ ] Other 1 (Please specify)
[ ] Other 2 (Please specify) [ ] Other 3 (Please specify)
Great work! You’re ready to take the online survey.
Be sure to keep your completed copy of the Prep Worksheet close by as you take the online survey, so that you can quickly drop in your answers. If you do this, you’ll be able to complete the survey in less than 15 minutes.
We encourage you to hold on to this copy and refer to it throughout the year. Your 2014 Personalized Report will also provide you with a copy of your responses after you take the online survey.
