Quality Commitment

Quality Commitment

FC Health is committed to providing the highest level of service possible. We do that through implementation of rigorous recruitment and training programs, a Continuous Skill Development Program and cutting-edge technology that provides transparency in billing and productivity metrics that help us improve operations. Testimonials attest to the high level of service we provide.

Our Quality Control Program

FC Health owes its success to the level of service that we provide, and which we continually strive to maintain. How do we achieve such a high level of customer service? We have developed an exacting, proactive quality-control program that constantly evolves to exceed the expectations of the industry and our clientele. This program consists of:

  • Automation software that allows for a quick post-service survey with real-time online reporting
  • Random in-field spot checks performed by leaders to ensure that company protocol is being followed and documented
  • Continual Skill Development (CSD) program in which each employee is evaluated and coached on a quarterly basis to make certain that our standards are being met and exceeded
  • Missed opportunity reports are generated by managers to document any opportunity to have provided a higher level of service; suggestions for improving service in future situations is included
  • Weekly management meetings to process information gleaned from the previous week’s spot check and CSD forms
  • Bi-annual employee meeting to reinforce new policies and our company culture
  • Quarterly captain and management review meetings to process feedback and provide praise and direction
  • Customers who take advantage of the vehicle request-by-text feature have the option of rating the quality of service with a score of between one and 10
  • Short customer surveys let us know where our team is providing quality service and where we can improve
  • Customizable customer experience surveys allow clients to increase their reach with mobile marketing campaigns and loyalty programs

HCAHPS Hospital Survey Scores

FC Health has remarkable success in increasing patient satisfaction scores at the facilities we manage.

  • We analyze HCAHPS (Hospital Consumer Assessment of Healthcare Providers and Systems) scores and tailor our services to help increase scores in the areas we influence
  • Development of “key word” scripts delivered at “key times” to help visiting patients connect the service they receive to their survey questions

Exceeding Quality Performance Measures

Evidence of our staff exceeding quality performance measures is found in the numerous testimonials from customers whose expectations were exceeded. Additional examples of how we have exceed expectations are:

  • An FC Health employee received the MVP (Mission Values Philosophy) award at Advocate Good Samaritan Hospital for exemplifying Advocate’s core values and going beyond the call of duty; never before had a contracted employee been given this honor
  • Our healthcare training program allowed for expansion of the patient transportation position at Advocate Good Samaritan Hospital
  • We have consistently scored 100% and received additional praise on “secret shopper” reports generated by third-party companies whose mission it is to ensure quality standards

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