Besides governmental standards, what other standards and ratings must a Brightstar Care franchisee meet and maintain for their agency's operation?
Brightstar_Care Franchise · 2025 FDDAnswer from 2025 FDD Document
cessible to us 24 hours per day, every day of the year, including Sundays and holidays, for electronic access, and during normal business hours for personal access, and you may not inhibit our access to the reporting system or associated equipment.
6.6.7 Upon reaching $15,000/week in Net Billings (although we make no representation how long this will take or whether it will occur) or once your Agency has been open for one year (whichever occurs first), you must apply for Joint Commission Accreditation and within 6 months following application for Accreditation obtain Accreditation as well as licensure that enables you to perform the full BrightStar Care business model. If attaining skilled licensure in your state is delayed due to unpreventable administrative licensing issues at the state licensing authority, then an additional period of time not to exceed 6 months post-skilled license issuance will be allowed to obtain Joint Commission Accreditation. You must maintain your licenses and Joint Commission Accreditation in good standing while adhering to all rules, standards, and regulations of your licenses and accreditation throughout the Initial Term, including paying all licensure and accreditation dues and fees on time.
6.6.8 Provide customer service and dependable staff such that you maintain a customer Net Promoter Score (NPS) at or above the top seventy-five percent (75%) of the Net Promoter Scores of all BrightStar Care Agencies and the top fifty percent (50%) of the Net Promoter Scores prevailing in the home healthcare business industry as a whole, as measured by a third-party industry vendor, including both franchised and non-franchised home healthcare.
6.6.9 Develop, recognize, and reward field staff such that you maintain an Employee Net Promoter Score (eNPS) at or above the top seventy-five percent (75%) of the Employee Net Promoter Scores of all BrightStar Care Agencies and the top fifty percent (50%) of the Employee Net Promoter Scores prevailing in the home healthcare business industry as a whole, as measured by a third-party industry vendor, including both franchised and non-franchised home healthcare.
6.6.10 If your territory is or at any time becomes a "jumbo territory," meaning it contains or has grown to a population of 800,000 or more, we may require you to maintain additional offices and/or additional key personnel if certain metrics are not met as set forth in the Operations Manual.
6.7 Participation in Promotions
You agree to participate in system-wide and applicable regional promotions and advertising campaigns that we originate or approve. These may include promotions via the Internet, e-commerce, electronic media, or other technologically advanced media. You also agree to participate at your sole expense in all client loyalty, caregiver engagement, gift certificate, and similar programs we create.
Source: Item 22 — CONTRACTS (FDD pages 117–118)
What This Means (2025 FDD)
According to Brightstar Care's 2025 Franchise Disclosure Document, franchisees must meet several operational standards beyond governmental requirements. Once a Brightstar Care agency reaches $15,000 in net billings per week or has been open for one year (whichever comes first), the franchisee must apply for Joint Commission Accreditation. Within six months of applying, the franchisee must obtain this accreditation, as well as any licensure that enables them to perform the full Brightstar Care business model. Franchisees must maintain these licenses and the Joint Commission Accreditation in good standing throughout the initial term of their agreement.
Brightstar Care franchisees must also focus on customer and employee satisfaction. They are required to maintain a customer Net Promoter Score (NPS) that ranks in the top 75% of all Brightstar Care agencies and in the top 50% of the home healthcare industry. Similarly, they need to maintain an Employee Net Promoter Score (eNPS) that also ranks in the top 75% of Brightstar Care agencies and the top 50% of the broader home healthcare industry. These scores are measured by a third-party vendor.
Furthermore, Brightstar Care requires that franchisees maintain strict quality controls as outlined in the franchise agreement and operations manual. They must also secure and maintain all necessary licenses, certifications, and permits to operate their agency. Franchisees must adhere to standards regarding the Control Person, ensuring the agency is under their direct supervision and that the Control Person meets specific requirements, such as living within a one-hour drive of the protected territory and being present in the office on a daily full-time basis. Failure to meet these standards can result in termination of the franchise agreement if the issues are not resolved within a specified cure period.