Quality assessment in nursing home facilities: measuring customer satisfaction.
A national study designed to assess the reliability and validity of a nursing home customer satisfaction survey is summarized. One hundred fifty-nine facilities participated, each responsible for the distribution and collection of 200 questionnaires randomly sent to the home of the resident's responsible party. A total of 9053 completed questionnaires were returned, for an average adjusted response rate of 53%. The factor analysis identified 4 scales: Comfort and Cleanliness, Nursing, Food Services, and Facility Care and Services, each with high reliability. Based on a multiple regression analysis, the scales were shown to have good criterion-related validity, accounting for 64% of the variance in overall quality ratings. Comparisons based on select characteristics indicated significantly different satisfaction ratings among facilities. The results are interpreted as providing evidence for the construct validity of a multidimensional customer satisfaction scale with measured reliability and criterion-related validity. Moreover, the scale can be used to differentiate satisfaction levels among facilities.
Mostyn
M M
MM
Parkside Associates, Inc., Park Ridge, Ill. 60068, USA.
Race
K E
KE
Seibert
J H
JH
Johnson
M
M
D003258:Consumer Behavior; D003625:Data Collection; D005163:Factor Analysis, Statistical; D006801:Humans; D009735:Nursing Homes / Q000458:organization & administration / Q000592:standards* / Q000706:statistics & numerical data; D010865:Pilot Projects; D011785:Quality Assurance, Health Care / Q000379:methods*; D014481:United States