How often does Hettie ring each client?

You set the rhythm for each group of clients. Check-ins never go beyond twice a week. Our satisfaction survey guide suggests a short call at the start of care, another after a few weeks and then every few months, chosen so that your team can keep it up.

Do we need consent to ring clients for a satisfaction survey?

You need a lawful basis and must tell people how their data is used, as Article 13 of the GDPR sets out. Satisfaction calls can often sit within your care and quality purposes, but the right basis depends on your circumstances. Agree it with your data protection officer, tell clients in your service guide and respect anyone who asks you to stop.

What happens if a client mentions a fall on a check-in?

Hettie sends it to a person straight away under your escalation rules and tells the client to ring 112 or 999 if they feel worse or cannot get up. The wording is fixed safety wording your agency approves. The example above shows a fall reported on a check-in.

Can the results go into our quality file?

Every call is transcribed and written up, and each flag and follow-up is logged with the time and the person who handled it. That gives you a record to keep alongside the evidence for draft standards 1.4 and 4.4, which cover feedback and improvement. The standards are still in draft.

Patient Satisfaction

Hear from every client before it becomes a complaint.

Hettie rings everyone on your books on a schedule you set, never more than twice a week, and brings unhappiness and worries to your team while there is still time to put things right.

Request a demo See pricing

Why ask by phone

If you want to know, you have to ask.

Satisfaction work in home support has little national data behind it, so the evidence has to come from your own clients.

No national survey for home support.

HIQA's National Care Experience Programme lists surveys such as the National Inpatient Experience Survey and the National End of Life Survey. Its programme page does not list one for home support. Source: HIQA National Care Experience Programme.

Draft standard 1.4 asks for regular feedback.

HIQA's draft says people have regular opportunities to give feedback, and that feedback, concerns, complaints and compliments are listened to, recorded and managed in a timely way. Source: HIQA draft National Standards for Home Support Services.

Evidence for phone follow-up is modest.

A 2019 systematic review of nurse-led telephone follow-up covered 10 studies, of which only two were methodologically strong. Patient satisfaction was the most consistent benefit, and there was no support for effects on readmission or mortality. Source: Woods et al., Journal of Clinical Nursing, 2019.

Those studies concern hospital discharge, so we treat a satisfaction call as a way to hear and respond, and judge it on whether you responded. Our guide to running a home care satisfaction survey sets out five questions that work by phone and what to do with the answers.

How it works

Three steps, no integration.

You choose who, how often and what to ask.
Pick the clients, the rhythm and the questions. Check-ins never go beyond twice a week.
Hettie asks, listens and writes it up.
It opens as the automated assistant for your agency, asks in plain language, and records the answers and the client's own words.
Concerns reach a person.
Unhappiness, a missed visit or a fall goes to the person named in your escalation rules. Every call, flag and follow-up is logged with the time and who handled it.

What your agency sees

Wellbeing check-ins, with the words behind the score.

Wellbeing check-ins

One table shows who was reached this week, who is happy and who needs attention, with the client's own sentence beside each result. Your manager can open the transcript, mark a concern as handled and show the log at a quality review.

Every client heard from, on a schedule you set.

Request a demo

HettieAshgrove Home Support

All branches ▾

Wellbeing

Patient Satisfaction · This week

48Reached this week

41Happy with their care

3Needs attention

Client	Branch	Last check-in	Satisfaction	Flag
Nora Kelly	Ballincollig	Today 17:32	Happy	Fall
In their words: "I had a bit of a fall in the bathroom last night."
Tom Daly	Ballincollig	Mon	Some concerns	Carer changes
In their words: "It's a different girl every week, I can't keep up."
Bridget Ryan	Carrigaline	Mon	Happy	None
In their words: "They're very good to me."
Eileen Burke	Carrigaline	Sun	Unhappy	Missed visit
In their words: "Nobody came on Saturday and nobody rang."

Example. Fictional agency and people.

Pricing

What it costs.

Patient Satisfaction is part of the During care package. You pay per active patient per month, with no setup fee.

During care package

€2

per active patient per month

Welcome Calls, Patient Satisfaction and Visit Coordination
Check-ins on a schedule you set
Transcript and write-up for every call
No integration needed

Request a demo

Minimum €300 per month per agencyNo setup fee

EARLY ACCESSPilot providers in Ireland join through the early-access programme. Ask us when you request a demo.

See every module and price

Keep exploring

Frequently Asked Questions.

Want to hear what your clients would say this week?

A short chat about how you ask for feedback today, and a walk through what Hettie would have picked up from your clients last week.

Request a demo

For home care providers and hospices in Ireland. Early access is open.

Hear from every client before it becomes a complaint.

If you want to know, you have to ask.

No national survey for home support.

Draft standard 1.4 asks for regular feedback.

Evidence for phone follow-up is modest.

Three steps, no integration.

You choose who, how often and what to ask.

Hettie asks, listens and writes it up.

Concerns reach a person.

Wellbeing check-ins, with the words behind the score.

Wellbeing check-ins

Wellbeing

What it costs.

During care package

Works well with.

Welcome Calls

Visit Coordination

Post-Discharge Follow-up

Frequently Asked Questions.

Want to hear what your clients would say this week?