At NorCal Individual Care, we have developed a Quality Assurance Program to ensure that we are consistently providing quality customer service, quality Caregivers, and quality in home care for all of our clients.
Our Quality Assurance department prioritizes and focuses on ensuring that each client and their families are satisfied with our senior care and Caregivers. The QA department routinely calls our senior clients to review care provision and see to it that we are properly updating changes in schedules, documenting feedback, and providing sufficient support to family members. As part of the program, Account Managers in each regional office schedule regular phone calls to our seniors’ family members as well, so that care is always tailored to ever changing needs. Account Managers or licensed nurses also conduct supervisory visits periodically, to observe our Caregivers’ interaction with our clients.
Visits from Account Managers may occur as often as every month, whereas visits from licensed nurses may occur every three to six months. The program operates hand-in-hand with our in home care services, and is of no additional cost to our clients and their families.
Our Quality Assurance of Care Program also monitors the satisfaction of our Caregivers and internal employees. Periodically, we ask our caretakers and employees to complete comprehensive surveys in regards to their experience with NorCal Individual Care. We analyze this data and implement new strategies to improve the way we train our staff, the benefits we provide them, and the overall culture of the company.