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Customer Satisfaction at a Nursing Home Facility

Customer Satisfaction at a Nursing Home Facility

The following internal customer satisfaction survey was conducted at a Nursing Home facility that provides care for elderly patients. A 10-question survey was conducted with eight (8) participants, of which 6 were patients and 2 were visitors who had come to see a family member. The participants were given eight boxes to choose from randomly, which inside was a smartphone with an open page for the survey. A response rate of 86.66% and an overall satisfaction score of 92% were achieved.

Customer Satisfaction Survey Questions

(Please select the one you best agree with)

  1. How satisfied are you with the level of attention you received from the point of reception to admission to your stay in the facility?

[1] Strongly dissatisfied; [2] Dissatisfied; [3] Neither satisfied nor dissatisfied nor dissatisfied; [4] Satisfied; [5] Strongly satisfied.

  1. How best do you agree with this statement? The nursing staff always displays the highest level of professionalism while providing care.

[1] Strongly disagree; [2] Disagree; [3] Neither agree nor disagree; [4] Agree; [5] Strongly agree

  1. How satisfied were you with the physician interaction during your diagnosis and admission?

[1] Strongly dissatisfied; [2] Dissatisfied; [3] Neither satisfied nor dissatisfied nor dissatisfied; [4] Satisfied; [5] Strongly satisfied.

  1. How satisfied are you with the time the physicians allocated you for examination?

[1] Strongly dissatisfied; [2] Dissatisfied; [3] Neither satisfied nor dissatisfied nor dissatisfied; [4] Satisfied; [5] Strongly satisfied.

  1. How do you agree with this statement? The coordination between the departments is excellent.

[1] Strongly disagree; [2] Disagree; [3] Neither agree nor disagree; [4] Agree; [5] Strongly agree.

  1. How satisfied are you with the quality of care provided at the Nursing Home?

[1] Strongly dissatisfied; [2] Dissatisfied; [3] Neither satisfied nor dissatisfied nor dissatisfied; [4] Satisfied; [5] Strongly satisfied.

  1. How is your overall experience in the Nursing home? Whether a visitor or a patient?

[1] Strongly dissatisfied; [2] Dissatisfied; [3] Neither satisfied nor dissatisfied nor dissatisfied; [4] Satisfied; [5] Strongly satisfied.

  1. How best do you agree with this statement; I am satisfied with the level of cleanliness and hygiene the staff observe when caring for us.

[1] Strongly disagree; [2] Disagree; [3] Neither agree nor disagree; [4] Agree; [5] Strongly agree.

  1. From a personal perspective, what part of our Nursing Home, from reception to admission to care, do you feel we can improve to serve you best?
  2. On a scale of 1 to 10, how likely are you to recommend our Nursing Home to others?

Never                                                                                                  Most Likely

[1]       [2]        [3]        [4]      [5]        [6]       [7]      [8]       [9]       [10]

Opportunities for Improvement and Plan for Follow-up Recommended

The admission process, from reception to examination and treatment or discharge, is bundled with a lot of paperwork, which wastes a lot of time and contributes to patient and visitor dissatisfaction. This creates an opportunity for improvement by employing an electronic health record (EHR) system. EHRs support inter-hospital data-sharing interhospital transfers (Warren et al., 2019). This means that the application of an up-to-date EHR system can improve interdepartmental transfers in the Nursing Home. It can also support data sharing to reduce the paperwork that burdens the patent. The recommended follow-up will be to communicate with the participants and share with them the survey findings and what they mean to the patients, patient care, safety, quality of care, and patient satisfaction.

 References

Warren, L. R., Clarke, J., Arora, S., & Darzi, A. (2019). Improving data sharing between acute hospitals in England: an overview of health record system distribution and retrospective observational analysis of inter-hospital transitions of care. BMJ Open, 9(12), e031637. https://doi.org/10.1136/BMJOPEN-2019-031637

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Question 


Customer Satisfaction at a Nursing Home Facility

Customer Satisfaction at a Nursing Home Facility

Based on your review of the customer satisfaction notes, select a facility type, i.e., Ambulatory Care, Nursing Home, Physician Office, Managed Long Term Care, PACE Program, or other.

Develop a 10-question customer satisfaction survey that includes questions and a gradient scale.

Document a hypothetical sample size, response rate, and overall score. What opportunities for improvement did you identify, and what plan for follow-up would you recommend? Be as specific as possible and be creative.

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