Most Americans regularly scan online reviews before eating at a new restaurant or trusting their haircut to a random stylist. In fact, it’s hard to imagine that consumers previously ventured into the great unknown without any foreknowledge of a business’s reputation! Things have certainly changed.
But with new technology comes new questions. And many families wonder if online reviews can be trusted when vetting critical services that are a matter of health and wellbeing. Can a dentist’s 4.6-star Google rating be taken at face value? Should a home care agency’s positive Yelp reviews inspire confidence?
As is common with our rapidly-changing and modern lives, the answers to these questions are complicated. Online endorsements are certainly positive indicators, but they alone are not sufficient to guarantee quality service. And in the case of caregiver companies, they need to be supported with other objective measures that assess “quality of care.”
Here’s how families seeking home care services can glean helpful information from online reviews while still ensuring they perform their due diligence more holistically.
Google Reviews & Yelp
These two resources provide the bulk of internet testimonials for most businesses. Both cover a variety of industries and services, but Yelp made its mark early on as the go-to for restaurant reviews. Since then, Google Reviews have become more influential and arguably play a bigger role in assessing home care agency services.
The key to identifying helpful information from either platform is to critically analyze what’s being said and the source. For example, a senior care company may have 10 positive reviews from current employees. That’s terrific, but a family investigating care options for an aging loved one should be more concerned about feedback from clients or patients.
Website Testimonials
Of all online reviews, those found on home care agency websites are the hardest to verify. While most companies are probably honest and post real testimonials from former and current clients, there’s simply no way for families to confirm their accuracy. Privacy concerns usually prevent companies from directly crediting their sources.
Despite the challenge, website testimonials should still be considered. At the very least, they are indicative of an agency’s priorities. A savvy researcher can learn how an agency gauges success by noting the reviews it chooses to showcase. For example, an agency that only posts testimonials highlighting office professionalism may suffer poor quality of care.
Third Party Accountability
One of the best ways to vet prospective home care agencies is to ask for third party survey results. Organizations such as Home Care Pulse have been in the business of reviewing caregiver companies for many years. However, some agencies don’t take advantage of the resource.
Unlike online reviews and website testimonials, the results cannot be compelled, fabricated, or exaggerated. The surveyors rely on standardized questions that are applied to all participating agencies and serve as unbiased reporters. It’s worth noting that BrightStar Care of Torrance / Manhattan Beach has regularly received the Home Care Pulse “Provider of Choice” award based on client and employee surveys!
Agency Vetting
Finally, families should always remember that sometimes technology is no substitute for old fashioned homework. Anybody considering home care services for a loved one should be sure to call prospective agencies and ask direct questions regarding hiring practices, agency protocols and service offerings. Moreover, callers should review insurance policy coverage, caregiver background check procedures and agency licensing status (or lack thereof).
A phone call to a prospective home care agency can also provide important but subtle cues about an organization’s customer service and general company culture. Did the representative pick up the phone, or did the call transfer to a voice message? Was the employee friendly and knowledgeable? These insights and more can be a sign of things to come if service begins.
Parting Thoughts
At the end of the day, online reviews can be a great way to size up companies across a variety of industries. But when it comes to a service as sensitive as home care, it’s important for families to use them only as a starting point. Google and Yelp reviews should instead form part of a holistic analysis that also includes third-party surveys/awards and one-on-one phone calls with prospective agencies.
If you’re seeking caregiver services for an aging loved one, be sure to call BrightStar Care today for a free consultation!
But with new technology comes new questions. And many families wonder if online reviews can be trusted when vetting critical services that are a matter of health and wellbeing. Can a dentist’s 4.6-star Google rating be taken at face value? Should a home care agency’s positive Yelp reviews inspire confidence?
As is common with our rapidly-changing and modern lives, the answers to these questions are complicated. Online endorsements are certainly positive indicators, but they alone are not sufficient to guarantee quality service. And in the case of caregiver companies, they need to be supported with other objective measures that assess “quality of care.”
Here’s how families seeking home care services can glean helpful information from online reviews while still ensuring they perform their due diligence more holistically.
Google Reviews & Yelp
These two resources provide the bulk of internet testimonials for most businesses. Both cover a variety of industries and services, but Yelp made its mark early on as the go-to for restaurant reviews. Since then, Google Reviews have become more influential and arguably play a bigger role in assessing home care agency services.
The key to identifying helpful information from either platform is to critically analyze what’s being said and the source. For example, a senior care company may have 10 positive reviews from current employees. That’s terrific, but a family investigating care options for an aging loved one should be more concerned about feedback from clients or patients.
Website Testimonials
Of all online reviews, those found on home care agency websites are the hardest to verify. While most companies are probably honest and post real testimonials from former and current clients, there’s simply no way for families to confirm their accuracy. Privacy concerns usually prevent companies from directly crediting their sources.
Despite the challenge, website testimonials should still be considered. At the very least, they are indicative of an agency’s priorities. A savvy researcher can learn how an agency gauges success by noting the reviews it chooses to showcase. For example, an agency that only posts testimonials highlighting office professionalism may suffer poor quality of care.
Third Party Accountability
One of the best ways to vet prospective home care agencies is to ask for third party survey results. Organizations such as Home Care Pulse have been in the business of reviewing caregiver companies for many years. However, some agencies don’t take advantage of the resource.
Unlike online reviews and website testimonials, the results cannot be compelled, fabricated, or exaggerated. The surveyors rely on standardized questions that are applied to all participating agencies and serve as unbiased reporters. It’s worth noting that BrightStar Care of Torrance / Manhattan Beach has regularly received the Home Care Pulse “Provider of Choice” award based on client and employee surveys!
Agency Vetting
Finally, families should always remember that sometimes technology is no substitute for old fashioned homework. Anybody considering home care services for a loved one should be sure to call prospective agencies and ask direct questions regarding hiring practices, agency protocols and service offerings. Moreover, callers should review insurance policy coverage, caregiver background check procedures and agency licensing status (or lack thereof).
A phone call to a prospective home care agency can also provide important but subtle cues about an organization’s customer service and general company culture. Did the representative pick up the phone, or did the call transfer to a voice message? Was the employee friendly and knowledgeable? These insights and more can be a sign of things to come if service begins.
Parting Thoughts
At the end of the day, online reviews can be a great way to size up companies across a variety of industries. But when it comes to a service as sensitive as home care, it’s important for families to use them only as a starting point. Google and Yelp reviews should instead form part of a holistic analysis that also includes third-party surveys/awards and one-on-one phone calls with prospective agencies.
If you’re seeking caregiver services for an aging loved one, be sure to call BrightStar Care today for a free consultation!