Customer Service Assessment - Pendulum Risk
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Your Trusted Customer Service Assessment Partner.

A healthcare facility provides care and services to its patients, residents, and clients. Customer service is how those services are delivered and the perception and impact they leave on the patient, resident, and family experience.

Let Pendulum Enhance Your Facility’s Customer Service Excellence

Risk Of Poor Costumer Service:

Organizations that do not promote exceptional customer service to their patients, residents, clients, and their families run the risk of:

  • Litigation
  • Poor regulatory survey outcomes
  • Reduced census/client volume
  • Difficulty finding and keeping quality staff
  • A tarnished reputation


With so much at stake, customer service is essential in your organization’s efforts to provide high-quality care. But customer service is more than being polite and having an “open door policy” for complaints. It is the sum of an organization’s marketing, physical environment, training, grievance processes, quality programs, food services, and more.

Our Customer Service Assessment:

Our consultant develops a report with practical recommendations for program enhancement. Key areas reviewed include:

    • Customer service guidelines, processes, and training
    • Processes for new patients/resident/client/guest tours and visits
    • Satisfaction surveys
    • Resident and family councils (if applicable)
    • Complaint management
    • Media management
    • Physical environment
    • Quality assurance/risk management programs
    • Incident management
    • Food and dining services (if applicable)
    • Activity programs

What Our Clients Say

I give Pendulum my highest regard and have no hesitation in recommending them for your risk management program.

Managing Director at Insurance Company

Extremely thorough and they ask all the right questions. The loss control expert who reviewed this facility is to be commended for a superb job. It’s clear that Pendulum really understands these types of risks, as there are so few in the industry who truly do. Great job. Thank you.

Agency Owner

This was absolutely the best, most thorough risk management visit we’ve ever had.

Facility Administrator

Have questions? We’ve got answers.

What is a standard risk assessment process?

Depending on the services requested, the assessment process is customized to fit the need of the organization. The assessment may be risk- or compliance-oriented.


Some examples of the areas reviewed during the assessment process include:

  • Policies and procedures
  • Protocols and practices
  • Physical environment


Pendulum offers several varieties of assessments:

  • Professional liability risk
  • Infection prevention and control
  • Customer service
  • OIG compliance
  • HIPAA/HITECH compliance
  • Emergency operations
  • Security vulnerability
  • Life safety
  • OSHA
  • Cybersecurity


An organization can also choose a focused assessment that includes customized services to meet their needs in areas such as documentation, fall, skin integrity, elopement management, risk and quality programming, etc.

What can you expect from Pendulum Risk?

Pendulum offers more than 22 years of risk management consulting experience to assist organizations in minimizing liability risk and strengthening defensibility. We provide a wide range of risk management services and take pride in our ability to provide customized services to meet our client’s needs.


Our skilled risk control consultants have consulting expertise in a wide variety of clinical and non-clinical settings, allowing them to identify potential areas of risk and provide recommendations based on risk management strategies that have been identified through national claims and litigation activities.