"While other areas of care such as quality of food have lower scores, facilities that focus on actively involving residents in their own care may see higher rates of overall satisfaction," said Sabina Gesell, Ph.D., Research Product Manager for Press Ganey.
"Residents want providers to take interest in their suggestions for care.They want to be more informed, to know what to expect and why,"
The Press Ganey studies specify that the top satisfaction indicators and likelihood to recommend revolve around explanation of care, as well as responsiveness and receptivity to resident ideas.Nursing Home Priority Index
"When decisions are being made for them, without their consultation, residents may feel uncomfortable interjecting," asserts Gesell
."They are less likely to be afraid if they sense that their ideas are encouraged, respected, and requested."
Facilities that encourage resident feedback may also see unparalleled success in the industry, as management receptivity to ideas correlated number one with resident likelihood to recommend.Irwin Press
, Ph.D., and Chairman of Press Ganey Associates
, says, "Word of mouth is very powerful.Facilities become strong competitors for the industry market share when they can boast high levels of resident satisfaction."
"Feedback from the residents and their families provides valuable insight into the customer's perception of care, and allows facilities to serve them better," says Gesell
."The key is to foster an environment where customers feel comfortable offering both positive and negative feedback." Press Ganey Associates, Inc.
is the health care industry's largest independent vendor of patient satisfaction measurement and improvement services.The firm specializes in producing tested and reliable satisfaction surveys, comprehensive management reports, and national comparative databases to monitor customer satisfaction in health care delivery systems.Reporting instruments are available for more than 20 health care services.The firm's consulting services division assists in developing actionable plans for performance and satisfaction improvement.