3. Phone Conversations Stronger service message Personalized Higher response rate Easier to gather additional information Demographic preference Immediately respond to concerns Immediate Evaluation of Systems Increase Awareness and Accountability Create Enthusiasm Toward Team Quality Momentum for Quality Improvement Yearly, Quarterly and Monthly Trends
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5. Increasing revenue and profitability for top health care providers by offering the industry's most reliable, user-friendly, and real-time customer feedback process.
6. One-on-one interviews draw out candid, detailed feedback from patients and their families. Information about your company’s strengths and weaknesses provides opportunities to set standards and create accountability. Reporting provides statistical comparisons within the industry, monthly and annual trending, and data benchmarking. Comment Alerts: Receive alerts within 24 hours if any of the following items are mentioned: Litigation Safety State Involvement Severe Dissatisfaction Medication
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10. Increasing prospective customers and conversion rates of leading long-term care providers by conducting unbiased and real-time customer/prospect interviews.
11. A hybrid of a customer satisfaction interview and an inquiry interview. Each month we conduct personal interviews to those who have: inquired to your facility, but remain undecided; decided an a facility other than yours; recently been admitted to your facility; recently been discharged. This provides valuable insight in the decision making process of prospective and current residents.
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15. Decreasing employee turnover and boosting morale by providing an easy, phone or web-based employee satisfaction questionnaire.
16. Our Web or Phone-based Employee Satisfaction Surveys are designed to keep you on the pulse of your employees’ overall attitude. We provide the feedback needed to help you decrease turnover, increase internal marketing, and allow for team building while improving communication.
22. A data-rich dashboard, with numerical comparisons by month, quarter, with Best-In-Class, for trending and analysis See how well you compare to national averages, and the Best-In-Class Facilities:
23. View each Quality Indicator score by month, over the previous 12 months
24. Best In Class Certificate—Top 10% An official letter, that can be shown to referral sources, released in a press-release, or displayed on website An accompanying Quality-Certified certificate can be displayed in the facility.
27. Increasing prospective customers and tracking key business development indicators for top health care providers by offering Web-based and user-friendly census development software.
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29. Our Web-based software gives you an organized tool that helps you: Create a marketing plan Record your marketing efforts Track your referral/admission results Compare your referrals generated versus your time and effort spent recruiting those referrals. Evaluate the effectiveness of your marketing plans. Keep your fingers on the pulse of your referral sources. Receive alerts if any referral source starts referring less frequently or ceases altogether.
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32. Increasing conversion rates for long-term care providers by offering the easiest and most helpful staged inquiry process.
33. Our Mystery Shopper product helps you monitor your after-hours intake process. We stage an inquiry call to your facility and record the conversation. We then deliver the recording in a WAV format. We can also leave a callback number and record the follow up.
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35. Your facility is promoted on one of our directory Web sites: These sites are optimized to receive traffic from major search engines and get thousands of hits daily. This means more visibility for your facility.
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38. About Pinnacle Quality Insight Founded in 1996, Pinnacle exclusively serves the health care industry, and primarily works with senior and long term care providers. Pinnacle offers the industry’s most accurate, real-time, and useful customer research tools. Pinnacle serves more than 1100 health care providers in 45 states, as well as some parts of Canada. Our primary goal is to make our clients better health care providers. We feel lucky to serve people who have dedicated their lives to caring for others.
39. The Pinnacle Quality Difference Industry Specialization Qualitative Feedback--Commentary Monthly Feedback Comment Alerts—Real Time Feedback One-on-One Phone Interviews OnymousResults (Interviews are not conducted anonymously)
40. Monthly Feedback Immediately respond to concerns Immediate Evaluation of Systems Increase Awareness and Accountability Create Enthusiasm Toward Team Quality Momentum for Quality Improvement Yearly, Quarterly and Monthly Trends
41. One-on-One Phone Interviews High Participation Families/Patients Appreciate Opportunity Easy to Participate 3rd Party Encourages Honest Communication Balanced Participation
42. Onymous Interviews Personalized Approach to Care Intrinsic Validity Follow-Up to Individual Situations 98% of respondents choose to be identified Value Statements/Culture Change
