The role of consumer satisfaction in ensuring quality long-term care: opportunities and challenges.
Consumer-satisfaction information can play a valuable role as one component among a broader set of publicly- and privately led activities to improve the quality of long-term care (LTC). However, measuring and using consumer-satisfaction information in LTC is not without its challenges. We start by defining the ways in which we use the term "consumer satisfaction" in this article. We discuss current and planned uses of consumer-satisfaction information in assuring LTC quality. We end by describing some of the key opportunities for broader use of consumer-satisfaction information and accompanying challenges to be addressed to make more effective use of this information in the effort to improve LTC quality.
Harris-Kojetin
Lauren D
LD
Institute for the Future of Aging Services, American Association of Homes and Services for the Aging, Washington, DC 20008, USA. fti3@cdc.gov
Stone
Robyn I
RI
D003258:Consumer Behavior; D003625:Data Collection; D006801:Humans; D008134:Long-Term Care / Q000523:psychology*; D017150:Public Sector; D011787:Quality of Health Care; D014481:United States