Senior living feedback, by phone
Every resident, family member and staff member has something to tell you. Most surveys never hear it.
Feedback from residents, families and staff, over an ordinary phone call. They call in whenever they like, or we call them.
English and Spanish. No app, no password, nothing to download.
Answers in their own words
Residents answer out loud, in their own words, at their own pace. Nothing is typed, tapped or scanned. The recording, the transcript and the structured answer all come back together.
A say in where they live
A resident who is asked, and heard, has a voice in the place they live. So does the daughter three states away who has never been sent a survey and has plenty to tell you.
Why this, and not a survey link
The response rate is the whole problem.
Feedback tools are designed for people who live on a screen. Most of the people whose opinion you actually need do not.
Where surveys lose people
Email goes to the wrong person
Often the address on file belongs to an adult child who set it up during the move-in. A resident’s own answer never enters it.
QR codes assume a smartphone
And a steady hand, a data plan, and the confidence to point a camera at a square and trust what happens next.
Paper gets filed, not read
Someone has to hand it out, chase it, collect it and type it up. The answers arrive weeks later, if they arrive.
A lobby tablet asks whoever walks past
You cannot tell a resident from a visitor from a vendor, and the people least likely to stop are the ones you most wanted to hear.
What a phone call does instead
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Nothing to learn
No account, no password, no download. Dial, listen and answer, by keypad or out loud.
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The number does not expire
It goes on a card in the room, a fridge magnet, a newsletter, a name badge. It is still there next month when the mood strikes.
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And it can call them
The quietest residents rarely call anybody. Calling them, at an hour that suits them, reaches the people an inbound line never hears from.
How it works
Three steps, and the number never changes.
Build the campaign
Start from a template or write your own questions. Every prompt is recorded in one of five natural voices, in English and Spanish, and you listen to all of it before it can go live.
Put it on the line
Each community gets its own number and keeps it. Campaigns come and go behind it, so nothing you have printed goes stale. One campaign routes straight in; two or three earn a short menu.
Read what they said
Answers arrive within a minute of the call ending, as a recording, a transcript and structured fields, ready to read, chart or export.
Calling out
And when they will not call you, we call them.
The same campaign, placed as an outgoing call to the residents and families you choose. Run as many calling campaigns as you like, next to the ones on your line.
- Consent first, in writing. Whoever adds people confirms they agreed to be called and says where that is recorded. We read how a community obtained consent before its first call goes out.
- Their hours, not yours. Calls follow the resident’s own time zone, weekdays by default, and never before 8am or after 9pm. A number whose time zone we cannot tell is never called.
- Press 9, and never again. Anyone can stop the calls with one key. The number goes on your do-not-call list at once, ahead of every list uploaded afterwards.
- Answering machines get a polite hang-up. Detected in the background, with no voicemail left behind. A call nobody picks up costs nothing.
- A few tries, well spaced. Three attempts twenty hours apart by default, so somebody out on Tuesday afternoon is tried at a different time of day.
- Try it on your own phone first. Place a test call to yourself, with any name you like, before a single resident hears it.
What a resident hears first
“Hello. This is a call from Parkside Village, with a short survey about how things are going. This call may be recorded. You can reach us at 800 555 0142.”
Who is calling and a number to call back are said on every call. There is no setting that removes them.
People and workflows
Surveys that follow the resident, not the calendar.
Upload your roster of residents, families and staff once, with move-in dates, and a workflow calls each person at the right point in their stay. Nobody keeps a spreadsheet of who is due.
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Days 3 to 45 after move-in
Move-in experience
While they still remember how the first weeks went.
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5 days after that is answered
Loneliness check
The three-question UCLA scale, once they have settled.
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Then every 90 days
Net Promoter
A steady read on how they would describe you to a friend.
Each step chooses its trigger
Days after move-in, a date on the calendar, or a set time after an earlier step, either once it is answered or once it is finished either way.
Families included
A family member is linked to their resident, so they can be asked about the same move-in, on their own number.
Never one call too many
At least a week between workflow calls to the same person, and one press of 9 stops every workflow for them.
The roster stays current
Re-upload whenever it changes. People who moved out can be deactivated in the same step, and stop being called.
What comes back
A recording is evidence. A field is a number you can act on.
Quiltt Voice keeps both, and shows them next to each other, so nobody has to take the summary on trust.
- Every answer, three ways: the audio as the resident said it, the transcript, and the value pulled out of it.
- Summaries per campaign: score distributions, recurring themes, a word cloud of what people actually said.
- Filter by community: a corporate campaign running across sixty locations reads as sixty, or as one.
- Told when it matters: an email when responses arrive, every time or as a daily or weekly digest, and at once when somebody needs a check-in.
- Callbacks on their own list: a caller who asks to hear from a person lands on a list with their number, until somebody marks them called.
- Export whenever: every response as a CSV, every billed call as a separate ledger, and any recording as audio.
One response
“I’d say a nine. The dining room staff know my name and they know I don’t like fish, and that matters more than people think.”
Illustrative response.
Validated measures
Published instruments, asked exactly as their authors wrote them.
A score you can compare with anybody else’s has to be collected the same way everybody else collects it. These are locked, word for word, and scored by arithmetic rather than interpretation.
CoreQ satisfaction
All five versions: skilled nursing long-stay residents, their families and short-stay discharges; assisted living residents and their families. Scored by the CoreQ manual’s rules, with the reporting floors built in: at least twenty valid responses and a thirty percent response rate. Quiltt is on CoreQ’s list of available vendors.
UCLA three-item loneliness
Three questions, answered on the keypad and scored from three to nine. A score at the screening threshold emails the community at once and marks the response for a check-in. The resident hears that someone will be in touch, but never hears their score.
Scoring you can check
A score is arithmetic on the keys pressed, never a model’s reading of a transcript. Where the manual says to fill in one missing answer, or to leave out answers given on somebody’s behalf, that is what happens.
Published measures are asked in English only, as they were validated. A translation we made ourselves would not be the same instrument.
QAPI
Feedback your QAPI committee can act on, every quarter.
Quality programs ask you to hear from residents and families, review what they said on a schedule, and show what changed because of it. Quiltt Voice collects the feedback and puts it in front of the committee in the form the meeting needs.
A report for the meeting
Pick a community and a quarter. The report opens with what is worth discussing, then sets every question against the quarter before, with the department it belongs to, what people said in their own words, and an action plan to fill in. Print it for the binder or download the numbers as a spreadsheet.
A question for every department
Quarterly resident and family experience surveys ask about care, responsiveness, respect, dining, housekeeping, maintenance and safety, activities, and communication, then one thing to do better. Each answer lands with the department head who can do something about it.
Benchmarked with CoreQ
Run CoreQ alongside it for the number you can compare with other communities. The report shows the share satisfied quarter over quarter, and whether you have the responses and response rate for it to count.
Proof of follow-through
Every resident who asks to be called back is tracked until somebody does. The report shows how many asked, how many were called, and how long it took, which is the half of quality improvement a score cannot show.
Built to support the QAPI program a skilled nursing community runs, and the state quality programs and quality awards assisted living takes part in. What to flag is a starting point for your committee, not a published standard.
Built for the person on the phone
Most of the engineering went into the call itself.
A survey platform that is merely tolerable to an eighty-eight-year-old caller collects nothing. These are defaults, not settings somebody has to remember to turn on.
- Six seconds of silence before it moves on. Telephony systems default to two, which cuts an older caller off in the middle of a thought. Six is the default here, adjustable per question, and never less than three.
- Keypad or speech, every time. A number can be pressed or said. Nobody is locked out by a quiet voice, a strong accent or a rotary habit.
- Press 0 to hear from a person. Where a campaign offers it, a caller can ask for a call back at any point after consent, even before answering anything, and the request goes straight to your list.
- Consent is asked, and silence is never agreement. A caller who says nothing is treated as declining. Decline and the call ends and nothing is stored.
- Anonymous means anonymous. An anonymous campaign skips the identifying questions rather than collecting the answers and hiding them, and deletes the audio once it is transcribed.
- Spanish from the first day. Not a later release. The caller chooses at the start, and every prompt, reprompt and closing line exists in both.
Templates
Eighteen ways to start.
Everyday templates are starting points: change the wording, then listen to the result before it can be published. Measures are locked, because that is what makes them measures.
Everyday feedback
Quarterly Resident and Family Experience (QAPI)
One question per department and one thing to do better, asked every quarter. Feeds the quarterly report.
Net Promoter: Residents and Families
The standard recommendation score, the reason behind it, and permission to follow up. Three questions, about ninety seconds.
Move-in Experience
For someone thirty to ninety days in, while they still remember how it went.
Dining Feedback
How the food and the dining room are landing. Good after a menu change.
Activities and Life Enrichment
What people are going to, and what they would go to if it existed.
Maintenance Follow-up
After a work order closes: was it actually fixed, and how long did it take.
Staff Recognition
Residents nominate an employee and say why. The shape of an annual award, and it works year-round.
Staff Pulse
Four anonymous questions for employees: whether they plan to stay, whether they have what they need, and whether their work gets noticed.
Validated measures
CoreQ: Skilled Nursing
Long-stay residents, long-stay families, and short-stay discharges. Three versions, each exactly as published.
CoreQ: Assisted Living
Residents and families. Record each person’s level of care, and each campaign calls only the levels it is for.
UCLA 3-Item Loneliness
Hardly ever, some of the time, often. Scored on the spot, with an alert when somebody needs a visit.
Conversations
Concierge Check-in
A friendly call: how things are going, what they are looking forward to, and anything that could be better.
Open Feedback
What is working and what is not. Good after a change, when you do not yet know what to ask about.
Activities and Interests
What residents look forward to, and what they would turn up for that is not on the calendar yet.
Around the call
The phone comes first. It does not have to come alone.
One survey, every community
Write it once at the corporate level and it answers on each community’s own line. Every response is stamped with the community whose number was dialled, and they all roll up together.
A card to hand out
Every campaign prints as a quarter-sheet card with the number, the questions and how long it takes, ready for a welcome packet or a dining table.
A web form for those who prefer one
Switch it on and the card carries a QR code to the same questions on a web page, for the son who would rather tap than talk. Web answers land beside the phone ones.
In your colors
The web form carries your logo and colors. A community can have its own, or inherit the organization’s.
Conversations, when a script is too stiff
For open questions, a natural back-and-forth that follows up on what the caller says. It never promises anything on your behalf, stays away from health, money and legal matters, and flags anyone who sounds distressed for a call back. Available by arrangement.
The right people see the right answers
Administrators build and run campaigns; reviewers read and nothing else. A community sees its own responses, and staff surveys can be kept to corporate.
Pricing
Per community, per month. Plus the minutes people actually use.
No per-seat license and no annual minimum. Add calling out only for the communities that want it.
Includes two phone lines: a toll-free number for residents and families, who may be calling long distance, and a local number for the community to test with.
- Guided call, per minute$0.09
- Additional phone line, per month$10
- Unlimited campaigns and responsesIncluded
- Validated measures and templatesIncluded
- Web form and printable cardsIncluded
- English and SpanishIncluded
Calling out, for the communities that want it: we place the calls, and People and Workflows decide who is called and when.
- Call we place, per minute$0.09
- Answering machine or no answerNo charge
- People and WorkflowsIncluded
- Consent review before the first callIncluded
Minutes round up per call, matching how the carrier charges. A card goes on file before a community’s first campaign goes live. Conversational calls are priced separately, so ask us.
Running it safely
What we thought about before you had to ask.
Consent is on the record
Every stored response carries the version of the consent script the caller actually heard, and every calling list carries who confirmed its consent, and when.
Spend cannot run away
Per-campaign monthly budgets, per-caller daily limits and a hard cap on call length. A campaign pauses rather than quietly costing more.
Recordings stay with us
Audio is copied off the phone carrier and deleted there, and plays only through links that expire within fifteen minutes.
Emails carry counts, not answers
A notification says how many responses arrived and where. What anybody said stays behind the sign-in.
Communities see their own
Access is scoped by role and by location. A community administrator reads their community’s responses, and no one else’s.
Built on Google Cloud, in the US
Recordings, transcripts and responses stay inside one Google Cloud project in the United States, and card data never enters it at all.