NRC (My Innerview) has provided GHCA with aggregate reports by council area for the 2016 satisfaction surveys for resident, family and employee. This year’s survey reflected behavioral based questions and a different response scale. However, “legacy” global satisfaction survey questions were included as well to provide consistency for the quality incentive program criteria. The survey also included AHCA’s Core Q questions related to overall satisfaction with care and overall recommendation. Georgia continues to perform very well and residents, families and employees reflect a high level of satisfaction. Response rates decreased slightly, in part due to a higher number of surveys being issued.
Georgia exceeded national averages for overall rating (0-10 scale) on resident, family and employee satisfaction surveys! This is outstanding and reflects your dedication to quality care and service for Georgia’s deserving seniors. However, there is no room for complacency in the long term and post-acute care profession. GHCA and NRC urge you to comprehensively review your outcomes and develop a plan of action based upon your areas of greatest opportunity. Communication of results to those involved in the survey process is also important. Satisfaction and response rates are more likely to improve if participants feel their participation in the survey really has an impact.
The Healthcare Facility Regulation Division (HFRD) reports an increase in complaints and deficiencies associated with complaint surveys. Please use your satisfaction survey outcomes as a resource to assist in strengthening communication, responsiveness to concerns and service recovery when opportunities are identified. An effective action and communication plan along with an ongoing focus on customer service will decrease the likelihood of residents, families or employees seeking external resolution.
See aggregate reports by council area below: