Consumer satisfaction in long-term care: State initiatives in nursing homes and assisted living facilities
Consumer satisfaction in long-term care: State initiatives in nursing homes and assisted living facilities
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DOI：
10.1093/geront/43.6.883
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发表时间：
2003-12-01
期刊：
影响因子：
5.7
通讯作者：
Crystal, S
中科院分区：
文献类型：
--
作者：
Lowe, TJ;Lucas, JA;Crystal, S
目的：我们报告了一项衡量养老院和辅助生活设施居民满意度的州倡议调查的结果，我们描述了立法者和公共行政人员考虑启动他们自己的州计划的几个模型计划。设计和方法：2000年3月至4月，通过邮寄问卷和后续电话访谈收集了各州倡议和项目的数据，这些数据截止到2002年9月。结果：在被调查的50个州中，收到了50份回复（回复率为100%）；12个州（24%）报告使用了消费者满意度测量，7个州（佛罗里达州、爱荷华州、俄亥俄州、俄勒冈州、德克萨斯州、佛蒙特州和威斯康星州）报告在其养老院或辅助生活设施的消费者信息系统中使用了居民满意度数据。此外，2个州（爱荷华州和威斯康辛州）使用居民满意度数据进行设施许可和重新认证。这些州的仪器设计和收集方法各不相同，报告的回答率、人均成本和满意度数据收集的目的也各不相同。启示：国家满意度的努力还处于发展的早期阶段。制作精良，易于理解的养老院和辅助生活质量报告可以为考虑利用长期护理服务的患者和家庭提供信息和指导。传播高质量的信息还可以促进长期护理设施的质量和效率的持续提高，从而提高长期护理居民的护理质量和生活质量。
Purpose: We report the results of a survey of state initiatives that measure resident satisfaction in nursing homes and assisted living facilities, and we describe several model programs for legislators and public administrators contemplating the initiation of their own state programs. Design and Methods: Data on state initiatives and programs were collected during March and April 2000 through a mailed questionnaire and follow-up telephone interviews and were current as of September 2002. Results: Of the 50 states surveyed, 50 responses were received (response rate = 100%); 12 states (24%) reported the use of consumer satisfaction measures, and 7 (Florida, Iowa, Ohio, Oregon, Texas, Vermont, and Wisconsin) reported using resident satisfaction data within their consumer information systems for nursing homes or assisted living facilities. Additionally, 2 states (Iowa and Wisconsin) use resident satisfaction data for facility licensing and recertification. The design of the instruments and collection methods vary in these states, as do the reported response rates, per-resident cost, and the purpose for satisfaction data collection. Implications: State satisfaction efforts are in an early stage of development. Well-produced, easily understandable reports on nursing home and assisted living quality could provide information and guidance for patients and families contemplating the utilization of long-term care services. Dissemination of quality information may also facilitate sustained quality and efficiency improvements in long-term care facilities and thus enhance the quality of care for and quality of life of long-term care residents.