An important note to our clients about COVID-19

Hello,

Like you, I have watched with concern as our communities and nation react to the outbreak of the novel coronavirus. I have been inspired by the many caring and selfless acts I have witnessed over the past two weeks in the senior care and senior living communities.

When history looks back on this time, healthcare providers and caretakers will be the heroes.

At Pinnacle, we are here to help you any way we can. I know you are getting a lot of communication from vendors about what they are doing to help, and Pinnacle is no different, but some of this is very important for your staff, residents, and families, so I ask you to please read through these items:

We are available for you

All of our staff is now working from home, but we are working. We are available for anything that you need.

Your customers want to communicate to you, and they are not overly upset

Since Wednesday, March 11th, our response rate (people willing to take a survey once we reach them on the phone) is up 24%. Patients and, particularly, family members need a voice right now. This is the biggest jump in response rate that I have seen in my 16-year career.

Please respond promptly to each survey you receive. Your family members need to hear back from you right now.

During the same time frame, the answer rate (people answering the phone) is down 8%. People are answering the phone slightly less than usual, but if they do, they are more likely than ever to take a survey and to communicate their feedback to you, the care provider.

It is also worth mentioning that overall satisfaction scores are down slightly less than 1% since March 11th. In light of the difficult situation at hand, that dip is much smaller than expected. The public seems to be generally happy with how care providers are responding.

Coronavirus questions or concerns will temporarily trigger a Comment Alert

Because of the general sense of concern surrounding the outbreak and the visitor restrictions, we strongly advise each of our clients to respond as quickly as possible when a respondent has a concern or question about the coronavirus.

In order to assist with this, we have temporarily added a coronavirus criterion to our Comment Alert process.

Any respondent who voices a question or concern about the coronavirus will be sent immediately as a Comment Alert. This is not done to alarm your staff, but to expedite the delivery, so the respondent can hear from you as quickly as possible.

Additional surveys at no cost

In facilities and communities that have been heavily affected by the coronavirus outbreak, we are offering additional family member surveys at no cost to you.

If your location has been affected, please have a representative from your company contact your account manager for details on how to temporarily increase the amount of surveys conducted.*

This offer will continue to stand for the next several months. If your community becomes affected in the future, please contact us for additional surveys.

(*Unfortunately, we cannot offer additional surveys to Home Health CAHPS and Hospice CAHPS clients because the survey amounts are fixed under the CAHPS regulations.)

Thank you for what you are doing

All of us here at Pinnacle are proud of you. We are so proud of your staff members. We are honored to support you. We know we all have difficult days ahead of us, but we are resilient, we are fighters, and we are full of love, not fear.

Our hearts break for your residents, patients, and family members who cannot be with each other right now. We are concerned for our vulnerable population. Please send them our love. We know they are in the very best of hands.

Sincerely,

Chris Magleby, CEO
Pinnacle Quality Insight