Nursing Home Patient, Family, and Staff Satisfaction Critical Data to Assess Quality

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Nursing Home Patient, Family, and Staff Satisfaction Critical Data to Assess Quality

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”

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WAYS TO IMPROVE PATIENT SATISFACTION SURVEY SCORES

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WAYS TO IMPROVE PATIENT SATISFACTION SURVEY SCORES

Patient experience matters. In fact, it’s so important it’s considered a marker of quality patient care, and it is used to determine incentives, Value-Based Payment Modifier reimbursements, amount of shared of savings received by accountable care organization participants, and it is a requirement for maintenance of certification. Yet, it is one of the quality measures that physicians and medical facilities reportedly find most difficult to change.

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