Consumer satisfaction in long-term care: state initiatives in nursing homes and assisted living facilities.
OBJECTIVE
We report the results of a survey of state initiatives that measure resident satisfaction in nursing homes and assisted living facilities, and we describe several model programs for legislators and public administrators contemplating the initiation of their own state programs.


METHODS
Data on state initiatives and programs were collected during March and April 2000 through a mailed questionnaire and follow-up telephone interviews and were current as of September 2002.


RESULTS
Of the 50 states surveyed, 50 responses were received (response rate = 100%); 12 states (24%) reported the use of consumer satisfaction measures, and 7 (Florida, Iowa, Ohio, Oregon, Texas, Vermont, and Wisconsin) reported using resident satisfaction data within their consumer information systems for nursing homes or assisted living facilities. Additionally, 2 states (Iowa and Wisconsin) use resident satisfaction data for facility licensing and recertification. The design of the instruments and collection methods vary in these states, as do the reported response rates, per-resident cost, and the purpose for satisfaction data collection.


CONCLUSIONS
State satisfaction efforts are in an early stage of development. Well-produced, easily understandable reports on nursing home and assisted living quality could provide information and guidance for patients and families contemplating the utilization of long-term care services. Dissemination of quality information may also facilitate sustained quality and efficiency improvements in long-term care facilities and thus enhance the quality of care for and quality of life of long-term care residents.
Lowe
Timothy J
TJ
Rutgers University, Institute for Health, Health Care Policy, and Aging Research, 30 College Avenue, New Brunswick, NJ 08901-1293, USA. Lowe_Timothy@Yahoo.com
Lucas
Judith A
JA
Castle
Nicholas G
NG
Robinson
Joanne P
JP
Crystal
Stephen
S
D040561:Assisted Living Facilities / Q000592:standards*; D003258:Consumer Behavior; D006801:Humans; D008134:Long-Term Care; D009735:Nursing Homes / Q000592:standards*; D011795:Surveys and Questionnaires; D014481:United States