The Real-time Feedback Tool started with the idea of a manager rounding, like in a restaurant or a house supervisor, but with patients and family in the home asking appropriate questions on how their experience is. This simple act is standard in almost every setting of healthcare and excellent customer service, but it’s been impossible to do in home care without expensive ride-alongs or inconvenient phone calls.  Ecouton uses text or email collected on admission to connect patients and family with a secure survey that asks short appropriate questions to their journey.

Ecouton AI categorizes incoming feedback so that the data can be put in graphs, presented and exported together by topic, and easily be digested by quality managers interpreting the patterns or feedback across the organization. 

Ecouton AI can provide weekly or monthly summaries of your feedback for you and your management.  Coupled with the visualized graphs from the tool, this gives more feedback and patient satisfaction than most home care agencies are ever given to make decisions off of.  

Included with your services, monthly quality review meeting with our Ecouton staff tailored to meet your needs. From evidence based practice, CAHPs review, accountability, mentorships and coaching, staffing and AI strategy, communication and customer service, policy and procedures… whatever is holding you back from meeting your customer satisfaction goals, we’re here to support you.  

Ecouton AI is designed by industry experts to recognize what can just wait and what needs to be brought to someone's attention right now.  One of the largest risks of collecting the gift of feedback is ignoring actionable negative feedback when a patient or family is giving you a chance to fix it. However managers and administrators today do not have the time nor staff to read all feedback, especially not as it comes in.  Real-time feedback tool gives managers the ability to know that it’s doing it’s job and that they will get notification when they need eyes on something. 

Named staff recognition for positive feedback is one of the categories and one of the largest side effects of collecting feedback.  Happy patients and families are given a direct route to tell management how good they are and it is amazing for caregivers to get clear documented evidence of things they actually did to make others lives better.