Like Australia, aged care homes in the US have a serious perception problem. But when consumers actually end up in aged care, 88% who have actually been residents would recommend the experience, according to research firm NRC Health.
US provider Americare reports its residents have high satisfaction rates when they’re actually experiencing the care – making it critical to let consumers know.
They have taken the step of converting ratings from the US Government’s Centers for Medicare & Medicaid (CMS).
To ensure consumers trust the information, Americare includes both positive and negative remarks and explains the survey process that they use to get customer feedback, which includes using an independent third party and benchmarking Americare against others in the industry.
“We find the authenticity rises if you have a high number of reviews, and you have actual comments they can read about other people like themselves,” NRC’s strategic adviser Ryan Donohue said.
Interesting points.
