What specific standards must a Brightstar Care franchisee adhere to when operating and maintaining their agency?
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
Source: Item 22 — CONTRACTS (FDD pages 117–118)
What This Means (2025 FDD)
According to Brightstar Care's 2025 Franchise Disclosure Document, franchisees must adhere to several operational standards to maintain the quality and consistency of the BrightStar System. Franchisees are required to secure and maintain a physical premise for their agency, which must be approved by Brightstar Care and used solely for the operation of the BrightStar Care agency. The lease terms must be a minimum of one year with options to renew for two additional one-year terms.
Franchisees must also meet certain performance standards related to customer and employee satisfaction. Specifically, they need to maintain a customer Net Promoter Score (NPS) and an Employee Net Promoter Score (eNPS) at or above the top seventy-five percent of all BrightStar Care agencies and the top fifty percent of the home healthcare business industry overall. These scores are measured by a third-party vendor.
Furthermore, Brightstar Care franchisees must comply with specific requirements regarding licensure and accreditation. Once the agency reaches $15,000 per week in Net Billings or after one year of operation (whichever comes first), the franchisee must apply for Joint Commission Accreditation and obtain it within six months of application, as well as acquire the licensure that enables them to perform the full BrightStar Care business model. The franchisee must also maintain these licenses and the Joint Commission Accreditation in good standing by adhering to all rules, standards, and regulations, including timely payment of all dues and fees. Failure to meet these standards can result in termination of the franchise agreement if the issues are not resolved within a 30-day cure period.