Q: How do you handle initial service inquiries from potential clients?
A: First and foremost, we listen.
Whether the caller’s need for care stems from a major crisis or a smaller issue, we provide an empathic, calming and reassuring presence on the other end of the phone line or video screen. Our team doesn’t function as order takers who are there just to ask basic information needed to fill out a standard form. Rather, we seek to really understand each unique situation and associated care needs so that we can be as helpful as possible in addressing those needs.
One of our top strengths as a company is our ability to make the right match between caregiver and client. That process starts with us, in the initial inquiry, and is the reason why we are so focused on understanding the distinctive circumstances of each potential client and getting to the heart of the matter in each situation. In addition to matching appropriate skill competencies, we take each client’s specific needs and preferences into account.
Q: What do you consider to be a successful outcome of a service inquiry?
A: No two stories are the same, but half of those who use our services need care within 24 hours, and those callers can often be feeling overwhelmed and vulnerable when they reach out. We are successful by attending to their immediate need for care as quickly as possible. It doesn’t have to be a huge commitment for the client. We can always come back to discuss additional care needs once the crisis has eased.
Family & Nursing Care is a leading resource for private duty home care services in the region. Since 1968, they’ve been helping older adults maintain their independence and quality of life as they age. Ninety-seven percent of surveyed clients have said they would recommend Family & Nursing Care to a friend or family member.