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Our Experience Management Software can help you improve customer and employee satisfaction through unbiased, 3rd party feedback. Uncover your blind spots, and become an award-winning provider with HCP.
Provider
Home Care Pulse
Located In
United States
Foundation
2008
Open API
Yes
Deployment
Cloud, SaaS, Web-Based
Training
Webinars, Live Online, Documentation
Support
FAQs/Forum, Email/Help Desk, Phone Support, Knowledge Base, Chat
Designed for businesses in the post-acute care space who understand customer & employee experience are paramount, HCP provides in-depth, actionable feedback to owners and other office staff.
Content Source: Home Care Pulse | Experience Management
Green rating bars show the winning product based on the average rating and number of reviews.
Users find Home Care Pulse effective for gauging service levels and caregiver performance, which helps them better support their caregivers. They also appreciate the addition of online caregiver training, which they find helpful. However, some users are frustrated by anonymous bad reviews, outdated client reviews, and the timing of surveys for newly hired caregivers, which they feel do not provide useful feedback for improving their services.
Reviewers highlight the importance of gaining honest feedback from clients and employees through Home Care Pulse, which they find invaluable for maintaining satisfaction. They appreciate the real-time feedback feature, which allows them to promptly address any issues and improve their services. Users also commend the quality of the reports provided and the company's openness to feedback, which helps them continuously enhance their operations.
Pros
I really like monthly surveys that HCP performs because we can get very useful information that really helps us to do things better for clients and caregivers.
I like that I get honest feedback from employees and clients so that I can keep them both happy.
It is extremely easy to use. The team is helpful also in providing suggestions on how to use it, how to leverage the data collected, and how to highlight the success of your business.
The benefits that we are receiving is the survey gives an extra chance to say Thank you or what can we do better to make the experience better.
Cons
In my office, we pay close attention to the responses from our clients and our employees. We drill down the data to identify problematic service areas.
We don't like when people choose to be anonymous because it's hard to figure out what we can do to make improvements.
The negative public comments people are able to leave.
That sometime no all of the response is there, sometimes it's cut off mid sentence.
Most Recent Video User Review for Home Care Pulse | Experience Management
SEE ALL VIDEO REVIEWSHCP helped raise our NPS score in less than a year!
Tracy S.
"HomeCarePulse give us customer and employee satisfaction data and feedback so we can improve!"
Pros: The platform is intuitive and comprehensive and enables us to manage customer satisfaction and employee engagement. The collection of this information has enabled our company to better address our clients needs and also make changes within our company to be a better place of employment. The benchmarking against our regional competitors also adds a differentiator that has been valuable to our sales and marketing efforts. I highly recommend this to companies that prioritize customer and employee satisfaction!
Cons: I would prefer clients and employees to NOT be able to leave Anonymous feedback. We value everyones feedback and to be able to address any concerns directly with the client or employee is valuable.
"Excellent product, great value for the investment"
Overall: Outstanding. The HCP team is always responsive when we have questions. Great customer service.
Pros: Excellent monthly reports summarizing the client and employee scores. Easy to share all or portions of the reports with other team members. It's fantastic to have real data benchmarked against our peer agencies in our regionally and nationally.
Cons: Can be tricky managing family members who don't want to participate in the monthly surveys. Keeping that information updated takes time and focus, and you are penalized if you have too many families or employees who opt out of the survey.
"Would recommend HomeCare Pulse"
Overall: The pros of this software is that it helps us gage our client and employee satisfaction with all aspects of our business. It helps us understand if clients are happy with how they are treated with not only their caregivers but our internal office personnel as well. Clients give the interviewers of Homecare Pulse comments that can pinpoint problems and in some cases validates actions that need to be taken. With employees, Homecare pulse helps us understand what they are looking for in order to improve employee satisfaction and retention. We put programs in place internally based on comments made. I will also say that the support that you receive from Homecare Pulse is awesome.
Pros: The software is pretty easy to use. The reporting is easy to understand.
Cons: Sometimes you cannot put information into some of the fields within the software. Also it would be nice to have some additional options as to why we would not include clients/employees in the interview process.
"The most important change we made to our practice"
Overall: Home Care Pulse has been a great asset to JFS Care, making us better each month. The customer service is always fast and friendly.
Pros: Our goal was to improve our clients and caregivers experience with JFS Care, Home Care Pulse delivered much more than that. It gave us insight into how changes we were making to operations, practices where actually working in real time. As an example we had started sending out small gifts with birthday cards, the following month we saw reviews from our staff commenting on what it meant to them, real time feedback! During COVID lockdown we had started making direct calls to all our clients weekly to check in and see how they were, again real time we heard that this was important to them.
Cons: I really di not find anything that is negative,
"We've Grown Together"
Overall: We use the Net Promoter Score and trend reports in our marketing, to show we are exceeding industry standards. We review the caregiver responses to make changes to our hiring practices and training procedures. We follow up, when respondents provide their name, to thank them for positive reviews or address concerns they have raised, to show them we care about their needs.
Pros: Home Care Pulse captures feedback from my clients and caregivers, giving them an opportunity to say what they might not say to me. I get a monthly report showing responses to a set of questions, which enables me to identify possible concerns before they become major problems and to address needs I might not be aware of. The report are highly detailed and help us maintain compliance with quality control requirements. I like the way the company has responded to changing needs and situations. They have grown and improved the services they provide, and my company has grown as well during the time I have used the service. Recently, they have added online caregiver training, which is helpful to us. I consider Home Care Pulse an important partner of our business.
Cons: Phone surveys tend to garner mixed results based on a particular person's attitude. Some people are by nature generous, others seem to prefer the middle range of client satisfaction scores, even if we are providing very good care. I've gotten less than positive results from clients who have received stellar service (from our point of view) and occasionally extremely low scores from a disgruntled person. These numbers bring our overall score down and jeopardize our standing as a highly-ranked in-home care company. I sometimes wish there was a way to remove "outliers" when they don't reflect the standard of care we provide. I have received the highest award given by Home Care Pulse, and have reviews pushed out to a site that should get referrals for our company, but to date we have not received any referrals.