Long Term Care Customer Satifaction Methodology

The application of total quality management principles to health care requires that customer satisfmonitored. Hospitals have developed such customer satisfaction tracking systems, but the issues invosatisfaction in long-term care are different and more problematic. This proposal will develop a methconsulting firms and nursing homes to reliably collect usable customer information from long-term cahomes plus board and care), and their families. The methodology will be particularly developed to obinformation from representative samples of cognitively impaired nursing home residents. Specific sugcustomers for changes in services will be analyzed and a long-term care management committee will beresponsibility of utilizing these data to make changes in the service delivery. Measures will be takcommittee finds the customer information in making these decisions. The intent of this proposal is tcollection, analysis, and presentation system that will increase the responsiveness of long-term dircustomer's needs.