from McKnight's:
Long a staple for gauging company performance in a service-based
economy, customer satisfaction surveys now are becoming a standard
data-gathering tool in the long-term care industry as well.
Facility operators have only to consider the various factors pushing
the trend to realize the true importance of feedback from those they
serve: Consumer-directed healthcare is gaining traction, the federal
government is unveiling a “Five Star” rating system for nursing homes
in December, the emphasis on pay-for-performance initiatives is
growing, and trade associations are embracing the concept of “culture
change.”
Some see long-term care's mushrooming interest in resident feedback as part of a natural evolution.
“Awareness of customer satisfaction has become pervasive among the
general public,” says Brad Shiverick, chief quality officer for the
Wausau, WI-based healthcare survey firm My InnerView. “For instance,
after a recent trip I got
Long a staple for gauging company performance in a service-based
economy, customer satisfaction surveys now are becoming a standard
data-gathering tool in the long-term care industry as well.
Facility operators have only to consider the various factors pushing
the trend to realize the true importance of feedback from those they
serve: Consumer-directed healthcare is gaining traction, the federal
government is unveiling a “Five Star” rating system for nursing homes
in December, the emphasis on pay-for-performance initiatives is
growing, and trade associations are embracing the concept of “culture
change.”
Some see long-term care's mushrooming interest in resident feedback as part of a natural evolution.
“Awareness of customer satisfaction has become pervasive among the
general public,” says Brad Shiverick, chief quality officer for the
Wausau, WI-based healthcare survey firm My InnerView. “For instance,
after a recent trip I got
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