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Quality assessment in nursing home facilities: measuring customer satisfaction
M M Mostyn1, K E Race, J H Seibert
1Parkside Associates, Inc., Park Ridge, Ill. 60068, USA.
Summary
This study validated a nursing home customer satisfaction survey, finding it reliable and effective. The survey can differentiate satisfaction levels across facilities, aiding quality improvement efforts.
Area of Science:
- Healthcare Management
- Survey Methodology
- Gerontology
Background:
- Assessing nursing home quality is crucial for patient care.
- Customer satisfaction surveys are vital tools for quality assessment.
- Reliability and validity are key for effective survey instruments.
Purpose of the Study:
- To assess the reliability and validity of a nursing home customer satisfaction survey.
- To identify key dimensions of customer satisfaction in nursing homes.
- To provide a validated tool for comparing satisfaction levels across facilities.
Main Methods:
- A national study involving 159 nursing homes.
- Distribution and collection of 9053 questionnaires to residents' responsible parties.
- Factor analysis and multiple regression analysis to determine scale reliability and validity.
Main Results:
- Identified 4 reliable scales: Comfort and Cleanliness, Nursing, Food Services, and Facility Care and Services.
- Demonstrated good criterion-related validity, explaining 64% of overall quality variance.
- Found significant differences in satisfaction ratings among facilities.
Conclusions:
- The customer satisfaction scale exhibits construct validity, reliability, and criterion-related validity.
- The validated scale can effectively differentiate satisfaction levels among nursing homes.
- This tool supports evidence-based quality improvement in long-term care settings.