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Welcome to the GEMS Research Group
We provide specialized customer satisfaction audit services to the long term care community. The GEMS way is to provide a flexible, personalized approach to this risk management essential
Components of the program are:
Customized satisfaction audit tools representative of care center
specialty programs and goals - A GEMS associate personally interviews residents and families in
house on a monthly basis
- Audits are scored by total performance and by department for
benchmarking purposes
- Quarterly reports presented at QA meetings
Customer service is most effective when frontline staff is engaged in setting goals and receiving direct feedback. It is a powerful risk management tool to significanly reduce claims and litigation
With the GEMS Research Group you have the flexibility of queries, easy to understand feedback to staff, and a heads up alert to any service problems we find.