For competitive health care organizations, patient satisfaction analysis has contributed to achieving higher levels of quality of care. Long term care organizations are challenged to find creative ways to provide services while keeping patients satisfied. A subdivision of patients within long term care settings are those disabled persons under the age of 55 who have distinct needs apart from traditional geriatric patients. One community program in particular, Comprehensive Care Management, has created an "Under 55" program designed to meet their needs. In order to determine if patients are satisfied with care in this program, a study was conducted to analyze levels of satisfaction among these patients compared with under 55 patients in a nursing home. The purpose of this presentation is to describe the study and how the results can positively impact efforts to improve this populations' satisfaction level with long term care services. A Customer Satisfaction Questionnaire was developed and implemented by the researcher with these patients both in the community program and the nursing home. A variety of health care services were addressed with patients. Specific findings include: a desire to enhance their independence through rehabilitation; a higher rate of dissatisfaction with nursing services in the community program; higher satisfaction with recreational services in the community program; and those with no previous nursing home experience were more critical of the community program.
Learning Objectives: At the conclusion of this session, participants should be able to: 1. recognize the role and significance of patient satisfaction in long term care settings. 2. understand the issues relevant to the "Under 55" disabled population within two long-term care settings: the Community Program and the Nursing Home. 3. discuss the implications of working with an "Under 55" disabled population in long-term care settings to improve their levels of satisfaction. 4. understand the guidelines for developing and implementing a customer satisfaction survey relevant to an "Under 55" population
Keywords: Community Health Centers, Nursing Homes
Presenting author's disclosure statement:
Organization/institution whose products or services will be discussed: Beth Abraham Health Services, Bronx, NY
I have a significant financial interest/arrangement or affiliation with any organization/institution whose products or services are being discussed in this session.
Relationship: I am currently employed by Beth Abraham Health Services