Proud Nursing Home

Overview

Proud Nursing Home is a mid-sized elderly care facility in Chonburi province, caring for 25 residents with a team of 12 staff members. The facility focuses on providing warm, home-like care.

The Problem

Proud Nursing Home was struggling with declining family satisfaction:

• Low satisfaction scores: Quarterly surveys showed an average score of 3.2 out of 5.0. The main complaints were "insufficient information" and "not knowing how our loved one is being cared for."
• Frequent complaints: An average of 4-5 complaints per month, mostly about missing updates or inconsistent information.
• Stressed staff: Handling 20-30 calls per day from families left staff exhausted and frustrated.
• Resident transfers out: Three residents were moved to other facilities within 6 months because families felt uneasy.

The Solution

Proud Nursing Home adopted CloudNurse specifically to address family communication:

1. Daily automatic reports: Configured to send via LINE every evening at 6:00 PM, including care activities, vital signs, medications, and remaining supply levels.
2. Comprehensive e-Charting: Staff recorded all activities in the system, from meals and hygiene to vitals and observations.
3. Direct communication channel: Families could reply to LINE reports or ask questions directly.

Results

After 6 months of use:

• Satisfaction scores increased from 3.2 to 4.7: Families gave high marks for "communication" and "transparency," which were previously the weakest areas.
• 85% reduction in complaints: From 4-5 per month down to 0-1 per month.
• 75% fewer calls from families: Families see all the information they need in daily LINE reports.
• Zero resident transfers: Families now feel confident in the care being provided.
• New referrals: Four new residents joined based on recommendations from current families.

"We did not change how we care for our residents. We have always provided excellent care. The problem was that families did not know. CloudNurse helps families see what we do every day. The result is a visible increase in trust."

-- Founder, Proud Nursing Home