Profile

Ignite Medical Resorts couples advanced medical rehabilitation with the highend hospitality of a 5-star luxury resort. With locations in six states (Illinois, Indiana, Kansas, Missouri, Oklahoma, and Texas), the organization provides intense clinical programming and on-site rehabilitation to deliver unmatched quality care, while private accommodations and boutique amenities like on-site spas, private chefs, and concierge services provide an unparalleled guest experience. Jim White, Chief Culture Officer, recently shared how the product
has made an impact on their business.

Objective

Ignite was looking to improve communication with families while enhancing
operational efficiency. The challenge was to reduce the volume of phone calls to nursing staff and provide families with easy access to their loved ones’ care information. The solution came in the form of the How’s Mom automated communications platform, which revolutionized both their internal processes and family interactions. This initiative was designed to alleviate the burden on nursing staff and reduce the number of phone calls which would enable staff to
focus more on resident care.

Challenges

Before implementing How’s Mom, Ignite had challenges that affected both the operational efficiency and customer satisfaction. This included:

  1. Communication Obstacles: A large volume of calls from family members frustrated by their inability to reach anyone directly led to negative feedback, including poor Google reviews. This lack of communication led to a strained relationship with families and negatively impacted the brand of the organization.
  2. Staff Time: Nursing staff spent valuable time on the phone answering
    questions from family members. This impacted their core responsibility of providing resident care and fulfilling the mission of the organization.

Implementation

The transition to the How’s Mom platform was remarkably smooth for Ignite.
The How’s Mom team provided comprehensive support during the implementation phase, ensuring that every team member was well-equipped to
successfully use the product.

  • User-Friendly Experience: The How’s Mom team took the time to meet
    with Ignite’s staff individually, ensuring that they understood how to use the platform and its features.
  • Ongoing Support: The support team was readily available to troubleshoot and offer help when needed and the responsiveness and guidance contributed to a seamless go-live experience.
  • Peace of Mind: The dedicated and ongoing support from How’s Mom gave Ignite’s team confidence that they were not alone in the process and could always rely on expert help when needed during implementation and since the go-live was completed.

Results & Impact

The results of integrating How’s Mom into the business continues to be highly
positive and significantly improved both operational efficiency and resident and
family satisfaction. The product has proven to be an invaluable tool in daily operations. The solution not only improved communication but also  ontributed
to operational success including:

  • Reduction in Phone Calls: The number of phone calls to nursing staff decreased by an impressive 30-50%, allowing staff to spend more time focusing on resident care. This reduction also helped alleviate the strain on the communication channels, improving overall service.
  • Enhanced Family Communication: The ease of use of the product allowed families to directly access care information about their loved ones, significantly improving the communication experience. Loved ones could check in or ask questions at any time, resulting in higher satisfaction and less frustration. Many families choose Ignite for the enhanced peace of mind provided by the How’s Mom automated care communications tool. The ability for families to check in or ask questions with ease made a significant impact on their perception and brand of Ignite.
  • Dynamic and Evolving Platform: The How’s Mom product continues to evolve to meet Ignite’s specific needs, ensuring that the solution remains innovative and addresses the challenges operators are facing in today’s business climate.
  • Bridging the Communication Gap: How’s Mom helped to effectively bridge the communication gap between families and staff, fostering a stronger, more transparent relationship. This contributed not only to improved satisfaction but also to Ignite’s operational success.

Conclusion

By integrating How’s Mom into its operations, Ignite was able to address significant challenges in communication and streamline its processes. The product’s ability to reduce phone calls, improve family satisfaction, and provide support to staff has been instrumental in enhancing both the resident and family experience. Ultimately, How’s Mom has contributed to Ignite's operational success and set a new standard in automated care communications.