Making the most of referrals

Posted on April 1st, by editor in Caring Times. No Comments

*By ANNA BAILEY, head of eservices,* “Referrals are assets representing potentially filled beds and the income they generate”. This statement from the March 2006 edition of Caring Times will hopefully have prompted many care providers into taking a detailed look at where their referrals come from and the effectiveness of each referral source. It is also worth taking a detailed look at how referrals are handled by all staff. Operators should ask, what is their percentage conversion rate of turning enquiries into business? As well as tracking the source of every referral it is also worth spending some time to understand what sort of experience potential future residents have when they contact the operator’s care home. Is this experience consistent? Why not contact your care home as a mystery shopper to see what the experience is like? Operators should ask themselves the following: # Who answers the telephone in the care home? Is the telephone answered in a consistent manner? # Who a

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