Pleasant improvement? Use the CareRate app!

Surplus is a healthcare and welfare organization in West and Central Brabant, where personalized and comprehensive care is provided close to family and loved ones. The organization has high ambitions and continuously works on quality improvement for both clients and employees. For the past two years, this has been done with the assistance of the CareRate improvement app. Thierry Louter is the Quality and Safety Advisor at Surplus and enthusiastically shares his experiences with the improvement project 'Tell me more'.

Improvement points from the teams themselves
Thierry: “The foundation of the project lies in the patient and/or client questionnaires that become part of daily practices and activities. The realistic and relevant feedback that emerges throughout the organization ensures that improvements are embraced throughout the entire organization and implemented immediately. Feedback is no longer just an obligatory routine; instead, it engages everyone and leads to customized improvements that fit the team and the organization. This way, you’re not only working towards strategic goals, but also fostering internal improvements. Everyone benefits from it! Employee engagement has significantly increased. They take initiative with improvement points and also come up with ideas like ‘hey, we can request that too.’ They also think about the next (improvement) cycle.
Improved care for employees, improved care for clients!

The WOW factor… just in between!

Thierry: “There is now a board hanging in the hallway entirely dedicated to ‘Tell me more…’ with various client wishes written on it. Internally, we were already working on ‘See Me’ and we wanted to use a different sense for this tool. That’s how ‘Tell me more…’ came about. One of the questions that arose was about ‘giving compliments and positive feedback.’ For many employees, it was an eye-opener. The understanding of the importance of a compliment came through the feedback in ‘Tell me more…’ Someone may consider it ‘normal’ to always be on time, but a compliment about it gives both parties a pleasant feeling!” Thierry notes that filling out a ‘CareRate’ questionnaire is easy and quick. “You can do it in between tasks, as a kind of distraction. It’s not mandatory, and that makes a big difference compared to all the mandatory questionnaires. We have shifted from complete disengagement regarding the topic of ‘change’ to a strong involvement from the entire team. It’s a real WOW factor for our organization! Previously, the CQ surveys were only handled by the management teams. Now, employees are directly involved in the outcomes. They see that things have changed: information surfaces quickly, and they can immediately take action.

CareRate Applications: Accessible, user-friendly, and foolproof with personality

Thierry mentions that the user-friendliness of the CareRate improvement app is excellent. Thierry: “Because of this, we understand what we’re doing and we can communicate that positive improvement works so well. The application itself also has a positive impact by starting the dashboard at a 7 or higher and highlighting positive feedback first, without neglecting the rest. The gimmicks and the compliment board with the smiley face truly give it personality. We don’t use the goal board much yet, but the thumbs-up feature is really fun. In short, the application works great, even for employees who aren’t very computer-savvy – the ‘tech-phobes’ – they enjoy it.

It’s good to know that it’s possible because I also know that teams who can solve their own improvement points feel the best about themselves.
Satisfaction is key with CareRate!
Thierry: “I am very satisfied. Especially because you also think along with interim, new questions and immediately incorporate them into the application. That was very helpful because our employees already understood the application and could easily use the PREM in the application. That was really nice. Whether it’s evaluations following a power outage, a fire drill, meetings, or gatherings. What did you think? What can we do better next time? It doesn’t matter what it is, it becomes recognizable. We could also conduct theme-based research: medication or safety, for example. Then you look at different locations from there. It’s good to know that it’s possible because I also know that teams who can solve their own improvement points feel the best about themselves.

Finally, Thierry mentions that people talk more about the improvement process and are highly engaged. “We are going to create a ‘buzz’ calendar with stories, the best compliments, but also to look back on what went well and what we can be proud of! We are in the next phase of growth and now moving towards the adoption phase where team members themselves will take action to improve things. The materials are there, the knowledge is there, the information is there, now we will ensure that everyone adopts the plan. It is a great advantage of this process that you can organize it yourself. That’s really nice!

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