Checking in with our new residents
Ensuring new residents feel welcome and settled is an important part of Metlifecare’s Resident Transition Service. The team is always looking for opportunities to make the process as stress-free as possible for residents and their families.
A survey is one of the methods used to understand what went well and what could be improved, and some significant changes have recently been made to this process. We’ve gone from sending out a paper-based survey to a far more personalised service where we personally check in on every new resident via a phone call.
Metlifecare now has a group of Customer Care Representatives checking in on all new residents around ten weeks after their move-in date.
The service has transformed to a more personal and tailored service and provides a great opportunity to find out how residents are getting on once they’re settled in their new homes.
Metlifecare Operations Manager, Sarah Bate, said, “The new process provides the Operations team with almost instant feedback from our newest residents. Every time a phone survey is done, the Village Manager receives a summary directly into their email inbox. This means the Village Manager can either call the resident to put more support in place or let their village team know they are doing a great job. Here’s a couple of the questions we’ve been asking and what we are hearing,”:
Tell us what have the team done that’s made the most positive impact on your experience of moving into a Metlifecare village?
New residents are telling us it makes a big difference only needing to remember one staff members name (the nominated staff member that the resident goes to for help). We’re also hearing new residents love our complimentary lunch or dinner delivery on the first day.
We’ve also had overwhelming feedback that our team are making a massive difference, just in the way the welcome new residents, are friendly and are prepared to do whatever it takes to help them settle in.
What advice would you give us to help improve the move in experience for future residents?
It’s early days with our new process and generally the feedback has been comments like “I’d tell them move in sooner – we should have done this years ago in hindsight” or “I’d just tell them it’s the best thing ever to move into a village, the team are so friendly and helpful!”.
My favourite comment so far has been: I tell my friends and family I feel I’m in Disney Land!”.
Sarah added, “We are constantly looking for ways to improve, so don’t hesitate to make suggestions to the village team or to the Customer Care Rep that calls you.
If you have moved into a village recently, and haven’t had your call yet, please be assured you will get a call within the next month or so. If you have anything urgent that needs fixing, please just get in touch with your key contact at the village, we’re here to help you!”