Senior Approved Services continues to substantiate what seniors and their families expect from the health and elder care industry.

 Initial Focus Group Study

From 2000 to 2003, Senior Approved Services hosted focus group studies across the United States, speaking with 9,985 seniors and or the senior’s adult children.  The primary criteria to participate in this extensive study required that the senior (or the family of the elderly person) had already experienced hiring an outside service.  The purpose of the study was to learn directly from the actual consumer and or care recipient the following:

• What type (s) of services were contracted?
• On what basis did the family select the particular service?
• What determining factors became important for maintaining the service?
• What main reason (s) resulted in canceling the service?
• How did the senior and or the family member find the services?
• What were the obstacles in locating a service?

During the past 3 years, an additional 7,980 surveys have been issued to current clients contracting for elder care services.  This number represents families contracting with; home care agencies, assisted living facilities, elder-law, elder-mediation, bill-paying, real estate agents, moving/downsizing/organizational services, financial planners, power wheel chairs, diabetic and respiratory supply, personal response systems, massotherapists, independent senior housing, prescription and health care insurance, adult day, adult group homes, medical supply, and handyman and cleaning services.

The combined results of the initial focus group studies and the current ongoing surveys provide the following pertinent data:

 Who will typically make the initial inquiry to any health or elder care related service?

• 68% adult daughter of the family – average age of 58
• 23% adult son of the family – average age of 47
• 6% professional referral source (case manager, guardian, social worker)
• 3% the senior or the spouse of the senior – average age of 79

 Who is the actual care recipient?

• 85% are women, average age of 81.  Of this number, 75% are widowed
• 15% are men, average age of 77.  Of this number 87% are widowed

The survey results also indicate that a senior and/or the family will contract with, on average, 5 different types of services over a three to five year period. 

How consumers of health and elder care services locate services

• 63% report using the Internet to locate local services
• 24% count on a referral from a friend that has previously used the service
• 6% count on referrals provided by health and legal referral systems
• 3% report referrals from a caregiver support service including health fair events
• 4% report using a telephone directory or other print directory source

• 99% desire active advocacy for senior citizens and their care
• 97% desire an independent non-partial method to verify the history of a company
• 96% desire one point person for contact and coordination of services
• 90% desire a One-Call Solution to locate any and all types of service a senior may need

What elements of care and contracting with outside services for this care are of highest importance?

The top four primary concerns:

• 100% state safety as a primary concern

Safety is interpreted as being safe; physically, mentally, emotionally and financially

•  97% state impartial verification prior to contracting with a service

Verification is interpreted to mean that the average consumer does not want to depend upon a business’s internal surveys, letters of recommendations or the reporting of an association.  The consumer wants an unbiased method to verify the history of quality of care prior to contracting with any service

• 93% state dependability of the service as a primary concern

Dependability is interpreted as adhering to agreed upon schedules and companies fulfilling all promises made at initiation of service

• 91% state reliability

Reliability is interpreted as low staff turnover, excellent hiring and training practices, and willingness to address concerns in a professional manner

 Those within the health and elder care industry advocating for the right of all seniors to receive excellent care contract with Senior Approved Services for an independent consumer-driven survey process.  It is not mandated by any authority within the industry however, it is becoming the most sought out validation of consumers throughout the United States.  See http://www.qualityeldercare.com for details.