THE RESIDENTS’POINT OF VIEW


Question to residents: “What does high quality care mean to you?”

Answer: “Good staff”=

1.“they want to help”

2.“they are kind, nice, good to me”

3.“there are enough of them”

4.“they are polite, courteous, respectful, treat me with dignity”

5.“they are friendly, cheerful, pleasant, jolly”

6.“they are patient, they have time for me”

7.“they are patient, listen, take complaints seriously”

8.“they relate well, positively”

9.“they are well-trained, qualified, skilled, knowledgeable”

Patient Satisfaction Assessments capture customer’s expectations & satisfaction.

WHY COLLECT AND PUBLICALLY REPORT SATISFACTION DATA?
Four Main Reasons:

•The Humanistic Reason
•The Efficiency Reason
•The Marketing Reason
•The Economic Reason


ALSO the data and Percentages are People:
•Voices of people
•Perception is reality
•Public relations force


We have found Four Drivers of Satisfaction
•Communication
•Pain management
•Personal needs
•Response to call bells

THE FAMILIES MOST IMPORTANT FEATURE OF QUALITY
According to families:
•Warm staff interaction
•Cleanliness
•Resident grooming
•No pressure sores
•Food choice
•Daily routine choice

Drivers of Consumer Satisfaction
•Competency of staff
•Care (concern) of staff
•Nursing care
•Respectfulness of staff
•Nursing assistant care
•Safety of facility
•Meeting choices/preferences

STAFF SATISFACTION PREDICTS FAMILY SATISFACTION

Satisfied employees report:  •Better supervision•Better training•Better work environments

Higher Employee Satisfaction Creates: •Fewer resident falls •Fewer pressure ulcers •Fewer catheters •Less nurse turnover and absenteeism •Less CNA absenteeism •Higher occupancy rates

Power of Staff Satisfaction Influences •Turnover •Relationships with co-workers, residents, and families •Quality of care •Regulatory compliance

High Turnover = Low Quality

STRUCTURAL MEASURE OF QUALITY

Staff Satisfaction influences Overall satisfaction and Recommendations to others: •Evidence-based •Availability –limited •Recommendation –quarterly updates

Results are Interrelated •Implement principles of culture change –Enhanced leadership practices •Employee Satisfaction –Low turnover, high retention, low absenteeism •Workforce performance •Consumer satisfaction •Clinical outcomes •Regulatory compliance

Care Analytics fosters sustained change and continuous improvement –Drive evidenced-based practices that enhance quality of care and quality of life •Validate superior performance

 

Care Analytics is a tablet-based software that assesses skilled nursing facilities and provides feedback to make quality improvements for patient satisfaction in real time. To advance the patient experience, providers must understand patient needs and address targeted opportunities within patient populations. Care Analytics provides meaningful and actionable insights into every aspect of patient perception. We work with facilities across the globe to collect feedback through real-time point of care tablet based assessments. We provide straight-forward steps focusing on the key drivers of exceptional patient experiences. Our model is based on the marriage of big data and years of experience with improving patient satisfaction

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