Measuring consumer satisfaction in nursing home residents

Autor: Harold N. Urman, Gwen C. Uman
Rok vydání: 1997
Předmět:
Zdroj: Nutrition. 13:705-707
ISSN: 0899-9007
DOI: 10.1016/s0899-9007(97)83023-7
Popis: Interest in customer satisfaction in nursing homes (NHs) is a relatively recent phenomenon, coming at the tail end of the total quality management (TQM) trend, and lagging behind the acute hospital measurement of patient satisfaction. Recent literature suggests that resident satisfaction with life in the NH is a key indicator of the quality of care provided by the facility.‘-’ Moreover, numerous studies have demonstrated that resident satisfaction information may provide knowledge about the quality of NH care and life that is different from both clinical indicators and information provided by family members, friends, NH staff, or other interest groups.5-’ Despite the consensus that NH residents provide unique information that is different from that of families and providers, most previous efforts to address the quality-of-life issue among institutionalized elderly have collected information primarily from family members or staff. When studies included residents,‘.‘,” subjective or arbitrary screening criteria had resulted in a large percentage of the population being excluded from participation, because, according to the researchers, these residents were incapable of responding accurately, had been diagnosed with Alzheimer’s disease, or had been judged by NH staff to be cognitively impaired.
Databáze: OpenAIRE
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