Measuring Nursing Home Satisfaction

My InnerView Tracks Progress

Women in care facility playing cards

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The healthcare buzzword over the last few years has been patient satisfaction. Nursing homes have begun to measure their performance. My InnerView is a company that provides senior care leaders evidence-based management tools help them do so.

The National Survey of Consumer and Workforce Satisfaction in Nursing Homes shows incremental improvements every year since the data was first collected by My InnerView in 2005.

Key Findings

  • When there is pay for performance in place, consumer and staff recommendation is above the national average.
  • The care and services provided by the employee — and the employee/resident relationship — are the most consistent predictors of consumer recommendations.
  • Competent and caring staff is a consistent predictor of resident and family recommendation.
  • There is growing recognition that the definition of nursing home quality must continue to evolve.

Drivers of Workforce Satisfaction

The top four factors that drive workforce recommendation are:

  • management cares
  • management listens
  • help with job stress and burnout
  • workplace safety

Top Four Drivers of Consumer Satisfaction

  • care of staff
  • competency of staff
  • nursing care
  • nursing assistant care

The number of consumers who would recommend a long-term care facility remains high.

Other factors that drive consumer and resident satisfaction include: management responsiveness, respectfulness of staff, safety of facility, resident/family updates, staffing, resident-to-staff friendships, grooming, quality of dining experience, cleanliness, security of personal belongings, respect for privacy, quality of meals, quality of dining experience, and meaningfulness of activities.

Opportunities for Improvement

My InnerView recommends these areas for improvement.

For residents and families, two factors — meeting resident choices and preferences, and responsiveness of management — are key. For residents, nursing assistant care and dining — the most personal issues they face — are primary opportunities for improvement.

The Employee Experience Key

For employees, help with job stress is the top priority item for all sectors of the workforce, followed by management listens, and management cares.

Every employee has a brand personality. And they must realize they are both chief experience officer and chief marketing officer. They are on the front lines. So make sure you take care of your employees' health and well-being too because great patient and resident experiences start with great employee experiences.

Shawn Achor of Good Think, Inc. says that "Happy brains improve business, education and health outcomes." The role of happiness in the workplace is emerging as a vital need to curb incivility and bad behavior in the workplace.

In our quest for quality, healthcare is slow on the uptake in this area but a new study shows some promise.

A team of doctors from Imperial College London says that the satisfaction levels among a hospital's staff are closely linked to the quality of healthcare it provides. Hospitals in England with lower mortality rates were more likely to have members of staff satisfied with the quality of care they provide.

The experience of care is the marketing. Because people talk about experiences. And as you know they talk about negative experiences to more people than they do about positive experiences. No amount of marketing can combat bad ​word of mouth.

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