Amazing results from our client survey

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In a comprehensive survey, clients and their family members told us they are “extremely grateful and delighted” with our services.

“Mercy Health Home Care Services clients are extremely grateful and delighted with the services provided by Mercy Health. Mercy Health is felt to go above and beyond what is expected of them.”

This was just some of the overwhelming positive feedback gathered from our recent Client Experience Review, conducted by independent market research company, Colmar Brunton.

To gather results, 100 clients and 33 family members provided feedback about their experience with Mercy Health Home Care Services.

Feedback from clients included: “I could not survive without them”, and “they are everything elderly people need”.

The families of our clients were also pleased with our services and staff.

“All the staff and carers are awesome. Very caring, supportive and we rely on them to maintain my father to stay at home,” one family member said.

The overall client satisfaction with Mercy Health Home Care Services was 9.3 out of 10. Overall family member satisfaction was 8.8 out of 10.

Our net promoter scores of +73 (clients) and +61 (family members) were among the highest Colmar Brunton had ever seen.

This score is calculated by asking reviewers how likely they are to recommend Mercy Health to friends or family. This score is used to gauge client loyalty.

In comparison, the residential aged care industry averages a net promoter score of +21. Electricity and gas companies average a net promoter score of -3 and -9 respectively.

Additionally, our clients and their family members were pleased with the services we provide, rating our services an average score of 9.35/10. Our clients were most satisfied with our meal preparation and nursing services, rating these both 10/10.

Family members rated our transport services the highest (9.5/10), with an average score of 8.9/10 for services.


How our clients rated our services

Mercy Health service Clients Family members
Personal care 9.5/10 9.2/10
Domestic assistance 9.2/10 8.3/10
Meal preparation 10/10 9.3/10
Transport 9/10 9.5/10
Home safety and monitoring n/a 9.3/10
Respite care 8.4/10 8.8/10
Care advice n/a 8.8/10
Nursing 10/10 8/10
Average 9.35/10 8.9/10

Last reviewed March 4, 2019.

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Together we now serve over 4,500 home care clients and 34 residential aged care homes. Mercy Health is now among the 10 largest not-for-profit aged care providers nationally. This merger strengthens Mercy Health and Southern Cross Care (Vic) at a time when aged care is changing in response to community needs, market expectations and changes…

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