At AZA Care Management and Home Care, client satisfaction is a priority.  AZA provides special outreach to our clients and enables them to offer honest feedback about our services and how we have met their needs.  We highly value these comments and use them to improve and enhance the delivery of our services and to provide additional training to our staff and consultants. Additionally, we incorporate this feedback in our strategic development process in order to maintain our reputation as the premier Care Management practice in the region.  

Quality Assurance Surveys

One of the ways we elicit ongoing feedback is through our Quality Assurance Survey.  This survey starts with an inquiry about the first call to AZA’s office and continues with detailed questions about the entire process in working with AZA, including information about the particular Care Manager or Caregiver that was assigned to the case.  We have found the responses to these surveys to be very informative and are also proud of the fact that the vast majority of our clients are quite pleased with their relationship with AZA.

An example of how The Quality Assurance Survey has been helpful to AZA was a comment several years ago from an adult child whose father was suffering from dementia.  This woman explained how difficult it was to watch her father fail, remembering her one day, and not the next.  To make matters worse, she was at odds with her brother who controlled the father’s assets. She and her brother disagreed about whether their father should be moved from his assisted living apartment to a more expensive dementia unit in a nursing home. Despite the fact that both she and the Assisted Living Facility were advocating this move, the brother opposed because of the cost.  After a while, her brother refused to even discuss it with her.  In her mind it was more about control than money.  She wished that AZA had become more involved in this aspect of the case. 

Audrey Zabin presented this story to her team of Care Managers and many of them had observed similar situations where family issues directly affected the services and care that was ultimately delivered to the patient.  Complex family dynamics and confrontations can often play a major role in the ability of a Care Manager to implement what may be in the best interest of their client.  We have learned over the years that dealing with these issues before they take on a life of their own is essential to providing optimum care.  For this reason, we have created a special focus on family facilitation where we try to forge consensus by proposing alternative solutions.  If the issues become a major obstacle that precludes the essential support services for comfort and care, then we encourage the use of professional facilitators and mediators.   It is AZA’s Mission to embrace the most secure and supportive environment possible for our clients.

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