Building Relationships with Automation
About Crown Point Senior Living
- EHR: PointClickCare
- Using ACM Messenger since 2023
- 1,000 messages sent annually
- 160+ hours saved annually
The Challenge:
Time Consuming Calls
Crown Point faced significant communication challenges by relying on time-consuming phone calls for communication, risking misinformation and eroding family trust.
As Administrator Alicia Atnip, with 20 years of senior care experience, explained, “It would take so much time out of our day…and it took away from time we could be spending directly with our residents. Our relationships with them are our first priority.”
The Solution:
Automated Outreach
To address these challenges, Crown Point implemented Cliniconex’s ACM Messenger. The platform’s ability to send mass notifications was a key factor in the decision.
Alicia also valued the platform’s ease of use and the “test feature,” which allowed staff to ensure the accuracy of messages before sending them.
The Impact: Improved Efficiency, Communication, and Family Engagement
- Enhanced Family Engagement: Alicia has used the platform to invite families to facility events, increasing their involvement and improving communication regarding resident well-being.
- Improved Communication Accuracy: ACM Messenger has significantly improved the accuracy of communication, minimizing the risk of misinformation.
- Significant Time Savings: Alicia estimates that the platform saves at least one hour per notification compared to individual calls.
The Positive Surprises
Deeper Community Engagement
Beyond the initial goals, Crown Point experienced an unexpected benefit: enhanced family engagement.
By proactively using the platform to invite families to events and share updates, Crown Point staff fostered stronger connections and a greater sense of community.
This proactive communication has been instrumental in preventing complaints and improving overall resident and family satisfaction.
Streamlined Daily Operations
Some families, particularly those from older generations, prefer to receive messages via phone calls, while other generations prefer texts.
Recognizing diverse communication styles, ACM Messenger offers call, text, and email options, guaranteeing all families receive information in the way most comfortable for them.
By tailoring communication to individual preferences, ACM Messenger bridges generational gaps and bolsters comprehensive resident care, ensuring both familial connection and clinical oversight are seamlessly interwoven.
