The silent customers: measuring customer satisfaction in nursing homes.
Nursing home administrators concerned with customer satisfaction and quality of care need a tool to assess and monitor ongoing satisfaction of nursing home residents and family members. The authors report a preliminary effort to develop such a survey using focus groups.
Kleinsorge
I K
IK
College of Business, Oregon State University.
Koenig
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HF
D005246:Feedback; D006126:Group Processes; D006801:Humans; D007615:Kansas; D009735:Nursing Homes / Q000592:standards*; D009922:Oregon; D017060:Patient Satisfaction / Q000706:statistics & numerical data*; D011368:Professional-Family Relations; D011785:Quality Assurance, Health Care / Q000458:organization & administration*; D015203:Reproducibility of Results; D012107:Research Design; D011795:Surveys and Questionnaires / Q000592:standards*