Key finding: Prevailing industry views on consumer sentiment don’t accurately capture consumer preferences.

Action step: Review how consumer perceptions and needs have—and haven’t—changed in the wake of Covid-19.

Related resource:

• Quantitative insight: Post-Acute Care Collaborative 2021 Consumer Survey Data Book

Key finding: Consumers who previously have a first-hand experience with post-acute care are more willing to accept post-acute care and view this care more positively.

Action step: Familiarize patients and families with the post-acute experience before—and during—their post-acute stay.

Related resources:

• Consumer Scorecards: Consumer Decision Guide for Post-Acute Care
  • Guidance on Using Scorecards
• Expert insight: Five Tips to Build Consumer Trust with Patient Storytelling
• Cheat sheet: What to Expect from Post-Acute Care

Key finding: Awareness of safety measures—especially Covid-19 vaccination rates in the short-term—increases willingness to receive post-acute services.

Action step: Inform patients and families of the safety measures, like staff vaccinations, that your organization has adopted.

Related resource:

• Implementation resource: The SNF Infection Control Guide
• Checklist: Consumer Trust Building Checklist
• Implementation resource: The Long-Term Care Leader’s Guide to the Covid-19 Vaccine

Key finding: Positive interactions with frontline staff are crucial for winning patient and family trust.

Action step: Support your staff to create a positive staff experience.

Related resource:

• Case study: How Tabitha Health Revised Culture to Improve Staff Engagement
• Checklist: Staff Trust Building Checklist
• Implementation resource: The Guide to Reducing Turnover in Post-Acute Care
• Toolkit: The Post-Acute Leader’s HR Guide
• Resource: Rebuilding the Post-Acute Workforce
  • Slide Deck
  • Key Takeaways