Trust isn’t something that Australians are giving easily to Aged Care Homes right now. As the Aged Care Commission undertakes its revealing and sometimes shocking investigations, the reputation of all homes, both the bad and the good, are at risk.
The challenge is: Can facility managers and directors of homes do anything to balance this general tide of distrust? Yessir. We came up with a list of simple but powerful ways to achieve this:
Be Authentic – if you want the public to think you are a good home, then you have to be a good home, that does good things. It sounds so obvious, but it needs to go on record!
Be Transparent – Show us inside your home, with daily or weekly footage and pictures of your residents and staff. And it doesn’t have to be professional ‘picture – perfect’ photography every time. In fact, there’s nothing more reassuring than raw footage or images showing everyday scenes from your home.
Tell Stories – people connect with people, rather than companies, and each home holds a treasure trove of stories. By sharing your residents and staff stories, you’ll create something that people will be able to relate to. Click here to see an example of how powerful story telling is.
Collect Reviews – 88% of people trust online reviews as much as a word of mouth review – and in today’s world collecting these from visitors and residents/resident families has never been easier. Automation means that you can canvas large (and small) numbers in real time. (i.e. when they have just visited the home, or directly after the completion of a respite stay.)
Online platforms that can help you gather feedback are:
- Google Reviews
- Online Review software such as Boast or Arrivala
- NPS Software such as Ask Nicely or Retently
- Aged Care Review Sites such as Aged Care Online, Care Page and Aged Care Reviews
Capitalise on Opportunities
If you ‘Wow’ a customer, ask them for a review. Chances are you’ll get a rave – which is the ultimate Trust Generator.
Nobody is Perfect – People expect high standards, but not perfection. If you receive a small proportion of negative reviews, it’s not the end of the world. In fact, negative reviews, handled well and in small numbers, will actually create trust with future clients.
We know the vast majority of Aged Care homes deserve the trust of the public. Don’t let poor industry players rob you or your home of it.