Measuring customer experience is critical, and using data to drive improvement is even more important. The value of customer feedback cannot be overstated it plays an important part in promoting an organization in an increasingly competitive marketplace. Align's Customer Experience Solution uses scientifically validated assessments to drill into precisely the information leaders need, when they need it. Using resident information directly from PointClickCare makes distribution hassle-free. Our advanced reporting tools identify high-leverage improvement areas and provide internal benchmarking. With Align's Solution, organizations understand what is most important in meeting customer expectations and providing a high level of care and service.

Features and Benefits

Survey solutions designed to improve feedback

Are you asking the right questions? Our Customer Experience Solution drills into precisely the information you need, when you need it. At Align, we know more today than we have ever before about how customer experiences affect the overall health of an organization. By surrounding ourselves with the profession’s most innovative customer experience leaders and influencers, we are furthering the profession’s understanding of organizational improvement through satisfaction, experience and commitment. Ask questions that get the critical information you need to exceed expectations. We use a mix of standard questions and questions specific to your organization to monitor trends that matter to your organization. Identify survey recipients inside PointClickCare — less work, hassle and project management for your organization. Easily administered with support from knowledgeable professionals who understand the day-to-day realities providers face.

Taking action is easy with our advanced reporting tools

Align’s reports enable managers to hone in on and prioritize their efforts on high-leverage improvement initiatives. Don’t spend hours trying to build your own reports. We create and seamlessly send reports directly to you to ensure you have a roadmap for success. You get the data you need, when you need it. Reports provide organizational leaders with the information they need, in a format that makes sense, and targeted guidance as to where to focus improvement efforts — eliminating “analysis paralysis” and misguided action planning. Review progress and easily analyze trends in internal data that require special attention. Our Action Map guides you through a comprehensive process improvement evaluation model consistent with the principles of QAPI.

Survey results tell your story and market your services

Your reputation with potential referrals and with providers, payers and partners depends on your ability to master a positive service experience from start to finish. More than ever before, healthcare consumers are publicly expressing views about their experiences. We live and work in a highly connected world. While you can’t control what your customers say, you can manage their experience — provided you have the management intelligence necessary to drive actions aimed at changing those perceptions. Providers who utilize the collected data to drive progress have a greater opportunity to attract new customers and will be able to present factual evidence of systematic and targeted process improvement initiatives, as well as the results of those efforts. Use your survey results to tell your story and market your services to hospitals, discharge planners, customers, families and employees.

Unparalleled support by people who have walked in your shoes

The Align team is made up of providers, researchers and support staff that have many years in the profession. Our excellence in support and service is unparalleled. We understand your needs because we have more than 200 years of combined professional experience in post-acute care. We recognize the need for an efficient and effective process. We continuously look at ways to provide greater value to the provider community.

PointClickCare Integration

Align Customer Experience Solution is connected seamlessly to PointClickCare. Retrieves basic information about the organization's facilities - like address, Facility ID, and basic PointClickCare configurations. Retrieve real-time patient demographic and contacts information from PointClickCare. Retrieve patient's contacts assigned in PointClickCare.

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