Tracking resident feedback and maintenance requests

Knowing that they are being heard and that their request is being attended to gives residents confidence and trust in the operator, and leads to higher satisfaction.

A recent survey of aged care and retirement village residents run by a New South Wales retirement village and aged care operator with a pool of 200 residents identified three key elements that affect the satisfaction of residents, and thus their likelihood to lodge a formal complaint:

• the opportunity to provide feedback, comments, compliments, and complaints to an operator and be provided timely responses in relation to these
• open communication and status updates for maintenance tasks requested by a resident
• visibility to residents that the facility’s assets are well-maintained and in good condition.

These results point out how important it is to have a clear strategy on how to receive and respond to resident issues. An operator’s goal should be to improve resident satisfaction while developing an understanding of the drivers that lead to happy residents or compels them to enter a complaint.

What is needed is an efficient way to track and respond to resident communications or requests. Each request should become part of a system that records the “who, what, when, and where” of the request and then manages it through to resolution. With such a system in place, operators can react quickly to resident issues and communicate clearly on the progress towards resolution.

Often, just knowing that they are being heard and their request is being attended to gives residents confidence and trust in the operator, and leads to higher satisfaction. At the same time, operators can get a clear view of the causes of both satisfaction and dissatisfaction and take corrective measures accordingly.

Asset Journey is excited to release Asset Journey 2.0, an updated version of the popular asset management software created by an aged care and retirement village operator, for operators.

New features in Asset Journey 2.0 make it easy for operators to track and manage resident communications and boost resident satisfaction:

• Resident Portal for operators to keep track of residents and their key details, with ability to link maintenance requests and feedback to a resident.
• Feedback Portal gives residents, family members, and other interested parties an easy way to enter any comments, complaints, compliments, and feedback. The portal allows them to track status and operator response.
• Maintenance Requests Tracking provides the ability to report and track all maintenance request while communicating status updates with residents.
• Notification Options means operators can communicate with residents and keep them updated with progress and resolution, whether by email, text, or other means.
• Enhanced Reporting drives better operations through asset maintenance, asset registers, contractor management, and resident requests/feedback reports.

Clearly, the health, wellbeing and happiness of residents is critical to the smooth operation of an aged care facility or retirement village. Asset Journey gives operators the tools they need to respond promptly to resident feedback and requests, to communicate with residents and family, and to track issues for insight on how to drive improvement – all with the goal of increasing resident satisfaction.

If you are interested in hearing more about these exciting new features of Asset Journey 2.0 or would like to request a demo, please contact Aidan O’Flaherty on 0419 435 311 or visit www.assetjourney.com