Report says home care companies should stress customer service, value

A benchmark study of nonmedical home care companies in the Lehigh Valley disclosed that employee dependability, work ethic and retention are some of the key issues facing the businesses.

A benchmark study of nonmedical home care companies in the Lehigh Valley disclosed that employee dependability, work ethic and retention are some of the key issues facing the businesses.

Not surprisingly, the study of 22 companies, done by Thrive Media of Lower Macungie Township, also divulged that hiring is a key concern.

At-home care companies who treated their employees better – including better pay, more paid time off and recognition programs – had less turnover, said Jeffrey Tintle Jr., founder and managing director of Thrive.

“The home care companies that appear to be in the highest performing group are those that focus on great customer service,” said Tintle, who created the study, called the Lehigh Valley Non-Medical Home Care Benchmark Report. “They put more focus on customer service and value, than on reacting to what competitors were doing. They have strong self-identity.”

Training, educating and communicating proved as the best ways to approach the caregiver challenges.

“If caregivers are not happy, then clients will not be happy,” Tintle said.

Kim D’Amico, co-owner of Home Instead Senior Care’s Whitehall franchise, said she receives statistics all the time, but the Thrive study is “really good take-home for us.

“It gave us a much better perspective to what seniors need [in the Lehigh Valley] and how our caregivers can benefit,” said D’Amico, whose home participated in the study.

Thrive created the Lehigh Valley Non-Medical Home Care Benchmark Report, an anonymous, independent survey, and conducted it from July to September last year.

The company gathered results from 22 nonmedical home care providers in Lehigh and Northampton counties – and analyzed the results to help at-home care companies to improve the care of seniors, increase revenues and decrease inefficiencies.

Jennifer Glose
Reporter Jennifer Glose covers health care, Berks County and other topics. She can be reached at jenniferg@lvb.com or 610-807-9619, ext. 111.

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