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The silent customers: measuring customer satisfaction in nursing homes
1College of Business, Oregon State University.
Journal of Health Care Marketing
|November 5, 1991
Summary
Nursing home administrators need a tool to assess resident and family satisfaction. This study reports preliminary development of a survey instrument using focus groups to improve quality of care.
Area of Science:
- Gerontology
- Healthcare Administration
- Survey Methodology
Background:
- Nursing home administrators require effective methods to gauge resident and family satisfaction.
- Quality of care in long-term care facilities is directly linked to stakeholder satisfaction.
- Existing tools may not adequately capture the nuances of satisfaction in nursing home settings.
Purpose of the Study:
- To develop a preliminary survey instrument for assessing nursing home resident and family satisfaction.
- To provide administrators with a tool for monitoring ongoing satisfaction levels.
- To enhance the quality of care through better understanding of resident and family perspectives.
Main Methods:
- Utilized focus groups to gather insights for survey development.
- Employed qualitative research methods to inform instrument design.
- Focused on resident and family member feedback.
Main Results:
- A preliminary survey draft was developed based on focus group data.
- Identified key themes and domains relevant to nursing home satisfaction.
- Established a foundation for a validated satisfaction assessment tool.
Conclusions:
- Focus groups are a viable method for developing satisfaction surveys in nursing homes.
- The preliminary survey holds potential for monitoring and improving care quality.
- Further validation is needed to establish the instrument's reliability and efficacy.