Nursing Homes and Assisted Living Communities are under increasing scrutiny by regulatory agencies, insurers and family members. How does your organization measure up against other facilities and family member expectations? Do your facility and staff provide a positive first impression, or leave potential residents and family members inclined to look elsewhere?

TrendSource conducts comprehensive Nursing Home and Assisted Living Community Assessments that provide valuable insight and actionable areas for improvement. Through our customizable reports and the objective, unbiased views of our Mystery Shoppers, you will obtain insight on:

• Overall facility and staff impressions from a family member point of view
• Staff interpersonal skills, compliance and knowledge
• Potential regulatory compliance issues
• Opportunities for improving Resident satisfaction and enhancing facility marketing

Our Secret Shoppers visit your nursing home or assisted living community without prior notice. Posing as the loved one of someone in need of nursing care or assisted living, our Secret Shoppers will ask for a facility tour. They pay close attention to ambiance details such as the maintenance of the exterior and interior of the building, and noticeable unpleasant odors. They observe the interpersonal skills and level of professionalism of your staff, the overall appearance of residents (cleanliness and demeanor), and the interactions between staff and residents.

Our trained, experienced Mystery Shoppers will call your facility under the pretense of looking for a facility or community for a loved one. They will evaluate your representative’s overall phone etiquette; facilities automated systems and hold times, and staff willingness to help the Mystery Shopper with regard to their scenarios. They will also evaluate your staff members’ effectiveness with intake procedures, such as their level of knowledge about the facility, manner in which they handle questions about availability, and overall selling skills.

TrendSource offers comprehensive web-based reporting capabilities to clients. Our proprietary technologies provide access to online reports “real time” as data is submitted. Clients can log on 24 hours a day, seven days a week, 365 days a year via a dedicated web server using a confidential username and password. Website reports include statistical and/or numerical data, as well as visual charts and graphs to aid in understanding the data. Immediate email alerts are sent to report any noncompliant activity. Telephone Mystery Shopping clients also have the option of receiving the call reports, with or without recordings. Both recordings and questionnaires are delivered via our secure client web site.

"We have found the professional Mystery Shopping techniques done by Ms. Jodi Manfredi at TrendSource to be extremely helpful with our client nursing facilities. I’m pleased to report that our client facilities’ attention to detail and dealings with all potential new families, along with their overall interaction with current residents and families, while outstanding over a long period of time, has still improved since Examine Your Practice came on board. We are pleased to highly recommend their services.

Chip Kessler
Director of Customer and Community Relations
Care Centers Management Group