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WHY THE FOCUS ON SATISFACTION SURVEYS?
Understanding the needs and perspectives of your customers
– residents, families, staff, and managers – guides your community to provide the best possible services. More importantly, satisfaction surveys evaluate your services and programs from the viewpoint of the customer, rather than from the viewpoint of the community.
For example, a senior living community may consider drivers of satisfaction as hospitality services, programs, and operations. In reality, customers view your services, programs, and operations from the benefits they offer and issues they resolve.
For senior living and long-term care providers, several national initiatives highlight the importance of measuring performance and outcomes as central to quality improvement management systems. Quality First, the first-ever nationwide quality initiative embraced by the leading long-term care organizations, calls for organizations to commit to building and reporting on their efforts to achieve excellence in care quality and quality of life for elders in their communities.
Consistent with Quality First, a national quality improvement initiative, “Advancing Excellence in America’s Nursing Homes,” focuses on customers and employee satisfaction as key to quality efforts.
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