Long Term Care Services Measuring and Improving the Most Important Aspects of the Patient Experience

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Long Term Care ServicesMeasuring and Improving
the Most Important Aspects of the Patient
Experience
Maimonides Geriatric Care Client Evaluation
Survey
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Presentation

• Who are we?
• Background to Survey Development
• Survey Dimensions
• Survey Method
• Sample Plan
• Response Rates
• Preliminary Results
• Action Plan Reports
• Dissemination Plan

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Methodology

• Resident data was collected on-site by trained
  volunteer interviewers
• Family members/ Frequent Visitor data was
  collected via a self-complete survey
• Family surveys were mailed to their homes and
  included a cover letter, return envelope, and
  questionnaire
• Follow-up survey sent 24 days later to those who
  had not already responded

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Survey Approach Philosophy

• Every resident should have an opportunity to
  participate regardless of their cognitive and
  physical limitations
• We do not pre-screen using formal tests or
  based on staff or family opinions
• The primary objective of our approach is to
  maximize a residents ability to participate

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Survey Approach Philosophy

• Philosophy
• Give residents a voice and listen to what they
  have to say
• Never pass judgment recognize what residents
  have to say is valid and meaningful, even if we
  do not understand
• Enhance quality of life sometimes by just
  sitting, talking or listening

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Sample Plan

• 174 residents were approached
• 346 surveys were sent out to family members

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Response Rates

• Resident Survey 81.0 completed the interview
• Family Survey 56.6 returned a survey

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How are Results Presented?

• Resident Unit Reports
• Family Unit Reports Overall
• Results by Dimension and for individual questions
• Positive Scores
• Identify strengths
• Identify opportunities for improvement

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Benchmarks

• Canada LTC/CCC Average
• Benefits
• Database provides the opportunity to identify
  best practice
• Creates an environment that fosters
  collaboration, learning, and continuous
  improvement
• Provides an opportunity to put individual data in
  context

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Key Findings Family Overall Results

• Overall Quality of Care rating
• Positive score 84.2
• Likelihood to Recommend
• Positive score 90.7
• Overall Dimensions score
• Positive score 71.3

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Family Results Celebrating Success
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Family Results Areas for Improvements
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Resident Results Celebrating Success (All
Units Combined)
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Resident Results Areas for Improvements (All
Units Combined)
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• Questions / Discussion