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2007 National Survey of Consumer and Workforce Satisfaction in Nursing Homes

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Title: 2007 National Survey of Consumer and Workforce Satisfaction in Nursing Homes


1
2007 National Survey of Consumer and Workforce
Satisfaction in Nursing Homes
  • October 07, 2008 AMERICAN HEALTH CARE ASSOCIATION

2
Bradley N. Shiverick C.P.H.Q Vice President and
Chief Quality Officer
bshiverick_at_myinnerview.com
715-848-2713
3
Goals
  • What is quality anyway?
  • Organizational performance
  • Satisfaction and loyalty
  • 2007 national satisfaction report
  • The importance of the workforce

4
Evidence-based philosophy
  • Evidence-based management calls for a paradigm
    shift in the approach to quality improvement An
    appreciation of data, the ability to turn data
    into information and knowledge, and to use that
    information and knowledge to improve quality.

5
Collect data ensure validity, organize
Evaluate outcomes measure variation
Turn plan into action improve process
Turn data into information benchmark,
study variation
Turn knowledge into plan apply new wisdom to
process
Turn information into knowledge study
current process
6
Collect data ensure validity, organize
7
Collect data ensure validity, organize
Turn data into information benchmark,
study variation
8
Collect data ensure validity, organize
Turn information into knowledge study
current process
Turn data into information benchmark,
study variation
9
Collect data ensure validity, organize
Turn plan into action improve process
Turn data into information benchmark,
study variation
Turn knowledge into plan apply new wisdom to
process
Turn information into knowledge study
current process
10
Collect data ensure validity, organize
Evaluate outcomes measure variation
Turn plan into action improve process
Turn data into information benchmark,
study variation
Turn knowledge into plan apply new wisdom to
process
Turn information into knowledge study
current process
11
What is Quality, Anyway?
  • The totality of features and characteristics of
    a product or service that meet or exceed customer
    needs and expectations.

12
Organizational Performance
Leadership
Focus on Customer
Focus on Workforce
Knowledge Management
Process Improvement
Strategy
13
Organizational Performance
Leadership
Focus on Customer
Focus on Workforce
Focus on Customer
Focus on Workforce
Knowledge Management
Process Improvement
Strategy
14
Satisfaction
or loyalty?
15
When you dont remember anything, youre
satisfied!
16
Why look at Excellent?
17
Loyalty is generated by memorable things that
happen that we didnt expect. These cause
person to give score of Excellent, not Good.
18
Frederick Riecheld The Loyalty Effect
  • To grow your business exponentially, you must get
    serious loyal relationships with your customers
  • Loyal customers are easiest customers to serve
  • Long-term customers tend to spend more with you
    than new customers
  • Happy, loyal customers purchase other products or
    services in companys line
  • Satisfied, loyal customers recommend companys
    products or services
  • The Loyalty Effect The Hidden Force Behind
    Growth, Profits, and Lasting Value Frederick F.
    Reichheld,

19
A loyal customer
  • Will recommend you to others
  • Will give you the benefit of the doubt
  • Will use you again
  • Will enhance your reputation in the community
  • Wont sue you

20
Research shows that, in most industries, there
is a strong correlation between a companys
growth rate and the percentage of its customers
who are raving fans that is, those who say they
are extremely likely to recommend the company to
a friend or colleague.
For My InnerView users, this is Excellent
21
RECOMMEND
What is your recommendation of this facility to
others?
What is your recommendation of this facility as
a place to work? to receive care?
EXCELLENT
GOOD
FAIR
POOR
22
The Importance of Recommendation
  • Recommendation is touchstone to determine
    significance of your scores on all other items
  • Recommendation score provides crucial
    information
  • Tells you loyalty of respondents
  • Correlates to other quality outcomes
  • All items in survey
  • Occupancy
  • Quality indicators
  • Employee satisfaction
  • That is why this question is used for Priority
    Action Agenda

23
Frederick Riecheld The One Number You Need to
Grow
  • Those who are likely to recommend your
    organization to others are called promoters
  • Why is willingness to promote your company such a
    strong indicator of loyalty and growth?

24
Because when customers recommend you, theyre
putting their reputation on the line. They will
take that risk only when they are loyal.
25
In most of the industries studied, the
percentage of customers who were enthusiastic
enough to refer a friend or colleague perhaps
the strongest sign of customer loyalty
correlated directly with differences in growth
rates among competitors.
26
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27
Respondents
  • 27,397 residents
  • 118,985 family members
  • 161,908 employees
  • 4,116 (one in four) nursing homes nationwide

28
Source of data
  • Largest private dataset of resident, family and
    employee satisfaction in nation
  • From mailed resident and family surveys returned
    to third-party
  • From self-administered employee surveys mailed
    to third party
  • Respondents rate facilities using four- point
    scale (excellent, good, fair or poor)

29
SURVEY RESPONDENTS
Figure 1 Facility count is unduplicated
total of facilities completing consumer and
workforce satisfaction surveys. Source 2007
National Survey of Consumer and Workforce
Satisfaction in Nursing Homes, My InnerView Inc.
30
Consumer Demographics
31
RESIDENTS AGE
Figure 4 May not total 100 due to
rounding. Source 2007 National Survey of
Consumer and Workforce Satisfaction in Nursing
Homes, My InnerView Inc.
32
RESIDENT VISITED
Figure 4 May not total 100 due to
rounding. Source 2007 National Survey of
Consumer and Workforce Satisfaction in Nursing
Homes, My InnerView Inc.
33
LENGTH OF STAY
Figure 4 May not total 100 due to
rounding. Source 2007 National Survey of
Consumer and Workforce Satisfaction in Nursing
Homes, My InnerView Inc.
34
VISITOR IS ADULT CHILD
Figure 4 May not total 100 due to
rounding. Source 2007 National Survey of
Consumer and Workforce Satisfaction in Nursing
Homes, My InnerView Inc.
35
Satisfaction
36
CONSUMER GLOBAL SATISFACTION
Figure 8 Source 2007 National Survey of Consumer
and Workforce Satisfaction in Nursing Homes, My
InnerView Inc.
37
CONSUMER SATIFACTION
QUALITY OF LIFE
Figure 9 May not total 100 due to
rounding. Source 2007 National Survey of
Consumer and Workforce Satisfaction in Nursing
Homes, My InnerView Inc.
38
CONSUMER SATIFACTION
QUALITY OF CARE
Figure 10 May not total 100 due to
rounding. Source 2007 National Survey of
Consumer and Workforce Satisfaction in Nursing
Homes, My InnerView Inc.
39
CONSUMER SATIFACTION
QUALITY OF SERVICE
Figure 11 May not total 100 due to
rounding. Source 2007 National Survey of
Consumer and Workforce Satisfaction in Nursing
Homes, My InnerView Inc.
40
SURVEY RESPONDENTS
Figure 1 Facility count is unduplicated
total of facilities completing consumer and
workforce satisfaction surveys. Source 2007
National Survey of Consumer and Workforce
Satisfaction in Nursing Homes, My InnerView Inc.
41
Employee Demographics
42
EMPLOYEES AGE
Figure 5 May not total 100 due to
rounding. Source 2007 National Survey of
Consumer and Workforce Satisfaction in Nursing
Homes, My InnerView Inc.
43
JOB CATEGORY
Figure 5 May not total 100 due to
rounding. Source 2007 National Survey of
Consumer and Workforce Satisfaction in Nursing
Homes, My InnerView Inc.
44
LENGTH OF EMPLOYMENT
Figure 5 May not total 100 due to
rounding. Source 2007 National Survey of
Consumer and Workforce Satisfaction in Nursing
Homes, My InnerView Inc.
45
AGE OF NURSING STAFF
Figure 6 Source 2007 National Survey of Consumer
and Workforce Satisfaction in Nursing Homes, My
InnerView Inc.
46
LENGTH OF SERVICE
Figure 7 Source 2007 National Survey of Consumer
and Workforce Satisfaction in Nursing Homes, My
InnerView Inc.
47
Satisfaction
48
WORKFORCE GLOBAL SATISFACTION
Figure 12 Source 2007 National Survey of
Consumer and Workforce Satisfaction in Nursing
Homes, My InnerView Inc.
49
WORKFORCE SATIFACTION
TRAINING
Figure 13 May not total 100 due to
rounding. Source 2007 National Survey of
Consumer and Workforce Satisfaction in Nursing
Homes, My InnerView Inc.
50
WORKFORCE SATIFACTION
WORK ENVIRONMENT
Figure 14 May not total 100 due to
rounding. Source 2007 National Survey of
Consumer and Workforce Satisfaction in Nursing
Homes, My InnerView Inc.
51
WORKFORCE SATIFACTION
SUPERVISION
MANAGEMENT
Figure 1516 May not total 100 due to
rounding. Source 2007 National Survey of
Consumer and Workforce Satisfaction in Nursing
Homes, My InnerView Inc.
52
Willingness to Recommend
53
WILLINGNESS TO RECOMMEND
Family
Figure 22 Source 2007 National Survey of
Consumer and Workforce Satisfaction in Nursing
Homes, My InnerView Inc.
54
WILLINGNESS TO RECOMMEND
Family
Figure 23 Source 2007 National Survey of
Consumer and Workforce Satisfaction in Nursing
Homes, My InnerView Inc.
55
WILLINGNESS TO RECOMMEND
Resident
Figure 24 Source 2007 National Survey of
Consumer and Workforce Satisfaction in Nursing
Homes, My InnerView Inc.
56
WILLINGNESS TO RECOMMEND
Resident and family
Resident Family
HOW OFTEN VISITED
Figure 25 Source 2007 National Survey of
Consumer and Workforce Satisfaction in Nursing
Homes, My InnerView Inc.
57
WILLINGNESS TO RECOMMEND
Workforce
Figure 17 Source 2007 National Survey of
Consumer and Workforce Satisfaction in Nursing
Homes, My InnerView Inc.
58
DATABYTE
59
WILLINGNESS TO RECOMMEND
Workforce
Figure 18 Source 2007 National Survey of
Consumer and Workforce Satisfaction in Nursing
Homes, My InnerView Inc.
60
DATABYTE
61
WILLINGNESS TO RECOMMEND
Nurses and nursing assistants
Nurse Nursing Assistant
LENGTH OF SERVICE
Figure 20 Source 2007 National Survey of
Consumer and Workforce Satisfaction in Nursing
Homes, My InnerView Inc.
62
WILLINGNESS TO RECOMMEND
Nurses and nursing assistants
Nurse Nursing Assistant
BY AGE
Figure 19 Source 2007 National Survey of
Consumer and Workforce Satisfaction in Nursing
Homes, My InnerView Inc.
63
WILLINGNESS TO RECOMMEND
Nurses and nursing assistants
Figure 21 Source 2007 National Survey of
Consumer and Workforce Satisfaction in Nursing
Homes, My InnerView Inc.
64
National Trends in Satisfaction
65
SATISFACTION TREND
Consumer
2005 2006 2007
FACILITIES WITH THREE CONSECUTIVE SURVEYS
Figure 26 Source 2007 National Survey of
Consumer and Workforce Satisfaction in Nursing
Homes, My InnerView Inc.
66
SATISFACTION TREND
All workforce
2006 2007
FACILITIES WITH TWO CONSECUTIVE SURVEYS
Figure 27 Source 2007 National Survey of
Consumer and Workforce Satisfaction in Nursing
Homes, My InnerView Inc.
67
SATISFACTION TREND
Nurses
2006 2007
FACILITIES WITH TWO CONSECUTIVE SURVEYS
Figure 28 Source 2007 National Survey of
Consumer and Workforce Satisfaction in Nursing
Homes, My InnerView Inc.
68
SATISFACTION TREND
Nursing assistants
2006 2007
FACILITIES WITH TWO CONSECUTIVE SURVEYS
Figure 29 Source 2007 National Survey of
Consumer and Workforce Satisfaction in Nursing
Homes, My InnerView Inc.
69
Factors Driving Satisfaction in Best-in-Class Fa
cilities
70
DATABYTE
71
DRIVERS OF CONSUMER RECOMMENDATION
Figure 32 Source 2007 National Survey of
Consumer and Workforce Satisfaction in Nursing
Homes, My InnerView Inc.
72
DRIVERS OF CONSUMER RECOMMENDATION
Figure 32 Source 2007 National Survey of
Consumer and Workforce Satisfaction in Nursing
Homes, My InnerView Inc.
73
A Deeper Dive on Drivers
74
QUADRANT ANALYSIS A DISCOVERY TOOL
MY INNERVIEWS GOAL
Help providers achieve their quality targets
OUR APPROACH
  • Help providers
  • Turn data into information discover patterns
  • Turn information into knowledge discover their
    roots
  • Turn knowledge into action plan, mobilize, act

QUADRANT ANALYSIS AN EFFECTIVE TOOL
75
QUADRANT ANALYSIS TWO KEY CONCEPTS
1. How residents, families and staff rate your
care and services
Your average score on each item 1 4 Poor
Fair Good Excellent
Rank order all items by average score 1 100
Lowest to highest ranking score
2. How much each item influences
residents, families and staff to recommend to
others
Correlate each item with Recommendation 0 1
No correlation to strongest correlation
Rank order all items by correlational strength 1
100 Lowest to highest ranking correlation
76
QUADRANT AND ACTION PRIORITIES
Successes
B. Primary strengths
A. Secondary strengths
1 - Lowest to highest ranking score ? 100
You can meet customer expectations
Challenges
C. Secondary opportunities
D. Primary opportunities
1 ----- Lowest to highest ranking correlation
------? 100
You have little control over customer expectations
77
RESIDENT
78
FAMILY
79
FAMILY
RESIDENT
A
B
17
2
8
2
8
19
15
17
13
5
SECONDARY STRENGTHS
PRIMARY STRENGTHS
5
15
4
4
13
3
14
7
7
3
10
10
Respectfulness of staff
Quality of RN/LVN/LPN care
Care (concern) by staff
80
FAMILY
RESIDENT
A
B
17
Safety of facility
19
17
13
5
SECONDARY STRENGTHS
PRIMARY STRENGTHS
5
4
4
13
3
14
7
7
Commitment to family updates
3
10
10
14
Competency of staff
81
FAMILY
RESIDENT
Responsiveness of management
Quality of CNA/NA care
Attention to resident grooming
14
9
1
9
6
6
19
1
12
16
20
16
SECONDARY OPPORTUNITIES
PRIMARY OPPORTUNITIES
18
12
22
22
Choices/ preferences
21
21
11
18
20
C
D
11
Adequacy of staff
82
FAMILY
RESIDENT
A
B
19
SECONDARY STRENGTHS
PRIMARY STRENGTHS
Cleanliness of premises
19
PRIMARY OPPORTUNITIES
SECONDARY OPPORTUNITIES
D
C
83
DATABYTE
2007 National Survey of Consumer and Workforce
Satisfaction in Nursing Homes
84
DRIVERS OF WORKFORCE RECOMMENDATION
Figure 31 Source 2007 National Survey of
Consumer and Workforce Satisfaction in Nursing
Homes, My InnerView Inc.
85
DRIVERS OF WORKFORCE RECOMMENDATION
Figure 31 Source 2007 National Survey of
Consumer and Workforce Satisfaction in Nursing
Homes, My InnerView Inc.
86
EMPLOYEE
87
EMPLOYEE
A
B
13
16
2
11
SECONDARY STRENGTHS
PRIMARY STRENGTHS
1
15
6
8
14
12
3
7
4
10
SECONDARY OPPORTUNITIES
PRIMARY OPPORTUNITIES
18
9
5
C
D
17
88
EMPLOYEE
B
11
PRIMARY STRENGTHS
6
8
12
3
7
10
PRIMARY OPPORTUNITIES
9
D
17
89
Understanding the Critical Importance of The
Workforce
90
Relationship between consumer and workforce
satisfaction
CONSUMER SATISFACTION
GLOBAL EMPLOYEE SATISFACTION
Bottom 10 Middle 80 Top 10
Figure 30 Source 2007 National Survey of
Consumer and Workforce Satisfaction in Nursing
Homes, My InnerView Inc.
91
Facilities with higher family satisfaction have
better work environments
Mean 68.0
EMPLOYEE ENVIRONMENT SCORE ()
lt 54
54 to 58
58 to 64
gt 64
FAMILY SATISFACTION
Source Nursing home family and employee
satisfaction surveys conducted in 2007 by My
InnerView Inc.
92
Facilities with higher family satisfaction have
better employee training
Mean 57.1
EMPLOYEE TRAINING SCORE ()
lt 54
54 to 58
58 to 64
gt 64
FAMILY SATISFACTION
Source Nursing home family and employee
satisfaction surveys conducted in 2007 by My
InnerView Inc.
93
Facilities with higher family satisfaction have
better supervision
Mean 72.2
EMPLOYEE SUPERVISION SCORE ()
lt 54
54 to 58
58 to 64
gt 64
FAMILY SATISFACTION
Source Nursing home family and employee
satisfaction surveys conducted in 2007 by My
InnerView Inc.
94
Facilities with higher family satisfaction have
better management
Mean 66.5
EMPLOYEE MANAGEMENT SCORE ()
lt 54
54 to 58
58 to 64
gt 64
FAMILY SATISFACTION
Source Nursing home family and employee
satisfaction surveys conducted in 2007 by My
InnerView Inc.
95
Facilities with higher family satisfaction have
better employee global satisfaction
Mean 56.9
EMPLOYEE SATISFACTION SCORE ()
lt 54
54 to 58
58 to 64
gt 64
FAMILY SATISFACTION
Source Nursing home family and employee
satisfaction surveys conducted in 2007 by My
InnerView Inc.
96
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97
The Impact of Effective Leadership
98
DATABYTE
99
DATABYTE
100
Customer and Employee Satisfaction Surveys
101
The Mechanics
  • Instrument
  • Distribution
  • Communicate
  • Communicate
  • Communicate

102
Using Your Results
  • Comparison over time
  • Comparison to peers
  • Lowest Excellent
  • Highest Poor
  • Correlations
  • The Critical Value of Comments

103
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104
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105
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106
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107
Comparison to Peer Group Percentile Ranking
  • Tells you how far ahead or behind you are by
    survey item, in the race for excellence
  • What does it tell me?
  • Your average score
  • Your percentile rank
  • 90th percentile rank
  • Range of scores by quartile

108
FAMILY
RESIDENT
Responsiveness of management
Quality of CNA/NA care
Attention to resident grooming
14
9
1
9
6
6
19
1
12
16
20
16
SECONDARY OPPORTUNITIES
PRIMARY OPPORTUNITIES
18
12
22
22
Choices/ preferences
21
21
11
18
20
C
D
11
Adequacy of staff
109
Post Survey
  • Identify Priorities for Improvement
  • Root Cause Analyses
  • Take Action
  • Evaluate Effectiveness
  • Communicate

110
Thank you!
  • Questions? 715-848-2713
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