Utilizing Satisfaction Surveys To Improve Quality

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Crusade Mission. To offer nursing homes some assistance with achieving greatness in the nature of consideration and personal satisfaction for the more than 1.5 million occupants of America\'s establishing so as to nurse homes: and supporting a framework of neighborhood QI networksStrengthening the workforceImproving clinical and hierarchical results.

Presentation Transcript

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Propelling Excellence in America's Nursing Homes Using Satisfaction Surveys To Improve Quality

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Campaign Mission To help nursing homes accomplish fabulousness in the nature of care and personal satisfaction for the more than 1.5 million occupants of America's nursing homes by: Establishing and supporting a framework of nearby QI systems Strengthening the workforce Improving clinical and authoritative results

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What the Campaign Does Advancing Excellence is helping nursing homes have any kind of effect in the lives of inhabitants and staff. Propelling Excellence gives free, viable and confirm based assets to bolster quality change endeavors in America's nursing homes. Propelling Excellence is focused on offering help to those on the cutting edges of nursing home care. Propelling Excellence advances open correspondence and straightforwardness among families, inhabitants, and nursing home staff. 3

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Steve Levenson, MD Medical Director

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Advancing Excellence Quality Improvement Tools: Process Framework for Satisfaction Similar to all others Systematic approach to approach quality change You just need to learn it once Located on the AE site under Nursing Home Resources

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Improving Resident and Family Satisfaction: Implementation Step 1: Identify As Area For Improvement Step 2: Identify Authoritative Information Step 3: Identify Current Approaches Step 4: Note Specific Areas for Improvement

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Increasing Resident Satisfaction: Implementation Steps (cont.) Step 5: Identify Causes of Resident Dissatisfaction Step 6: Identify Pertinent Interventions Step 7: Implement Pertinent mediations Step 8: Monitor Results and Adjust Interventions

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Step 1: Identify Resident Satisfaction As An Area For Improvement Use fulfillment study information, center gatherings, family and occupant protestations, interviews and different apparatuses to distinguish what inhabitants and families are considering. Instruments are on the AE site !

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Step 2: Identify Authoritative Information Seek solid and proof based data from writing and applicable expert affiliations and associations Satisfaction concerns for the most part concentrate on awareness of staff, decision, eating, prepping.

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Step 3: Identify Current Approaches What is the best proof based approach to gauge fulfillment for your nursing home? Pick the apparatus that best fits your association for the sort of inhabitants that you have For instance, a concentration gathering might be more powerful than an overview in the event that you arrange it accurately

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Step 4: Identify Areas of Dissatisfaction to Improve Analyze data from Steps 2 and 3 above First, pick regions to take a shot at that will give you the greatest value for the money – Easy to settle Large number of occupants Feedback to inhabitants, families and staff is imperative

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Step 5: Cause Identification Identify components (counting underlying drivers) of occupant disappointment Based on both immediate and backhanded causes Identify reasons given by the individuals who don't sufficiently take after alluring methodologies What is basis for doing it that way?

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Factors to Consider When Evaluating Resident Satisfaction Direct Appropriate connections with inhabitants Informing and incorporating occupants and families in basic leadership Getting contribution about quality from occupants and families Indirect Factors influencing specialist execution Factors influencing office operations Quality of clinical basic leadership and practices

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Causes of Dissatisfaction: Real-Life Examples Inadequate preparing/oversight to deal with occupant conduct issues Inadequate inclusion of inhabitant and family in key choices about care and administrations Staff turnover because of deficient support to manage occupant/family desires Facility culture of poor critical thinking Inconsistent, identity subordinate procedures and frameworks, evolving every now and again

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Step 6: Management (i.e., Interventions) Use data and information gathered about the association, its procedures and results Reinforce ideal practice and execution Continually advance "making the best choice in the correct way" Follow ventures of the Resident Satisfaction Process Framework, all through the office Identify and utilize instruments and assets to help actualize the means and address related issues

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Step 7: Implement Pertinent Interventions Implement germane nonexclusive and cause-particular mediations Address assorted fundamental causes (counting underlying drivers) of the difficulties and impediments to the nursing home's endeavors to lessen occupant fulfillment

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Step 8: Monitoring Evaluate whether changes in process and practice have accomplished craved outcomes Adjust approaches, inteventions as vital Tools for this objective AND all the others are on the Campaign site

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Examples of Interventions Generic: give inhabitants more contribution to choices, give staff input for execution Cause particular: enhance responsibility, survey mind rehearses, give extra support to tending to inhabitant/family desires, address doctor interchanges issues Refer to Resident Satisfaction Resources for assets and apparatuses that can address this objective

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Elizabeth Gould Alzheimer's Association

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Multiple Levels of Influence

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Targeting Specific Care Areas Many things drive personal satisfaction and fulfillment Agitation Aggression Depression End of Life Care Food Intake Fluid Intake Incontinence Pain Management Personal Hygiene Restraint Use Safety Sexuality Sleep Disturbance Social Engagement/Activities Spirituality Walking & Mobility Wandering + Many More

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Residents with Dementia About 1.6 million across the nation Difficulty imparting needs Still look after individual: Interests Preferences Likes & Dislikes Retain capacity to convey what needs be

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Understanding Residents Needs Assessment Formal Informal Communication Behavior Maintain autonomy in care approaches

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Know the Person – Implications of Dementia Stages of Dementia may change the occupants capacity to express interests Early Stage: Talk to them! Mid-Stage: Talk to them and Observe Late Stage: Constant perception

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Encouraging Satisfaction Core Perspectives : Information, comprehension and association give control and a feeling of possession to purchasers Satisfaction is expanded when occupants and families: Understand great care; Can convey adequately; Are dynamic in care arranging.

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Consumer Empowerment Key Resource : CareFinder Web-based strengthening training device for shoppers of private care Understand quality administer to better care in offices Long-term mind basic leadership instrument

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Accessing Resources www.alz.org/carefinder

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Carol Benner Field Director, AE Cmpaign

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New Goal – Staff Satisfaction Almost all NHs will survey staffs' fulfillment with their workplace: at any rate every year, and upon partition, and *Incorporate this data into their quality change exercises

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Objectives: By 4Q 2010 A: The national normal of NHs that consistently evaluate staff fulfillment, input their outcomes on the site, & consolidate comes about into their quality change exercises will surpass 75%. B: The dominant part of NH staff will be gotten some information about their fulfillment with their workplace at any rate every year & upon partition. C: Regularly evaluating staff fulfillment with their workplace & consolidating comes about into quality change will turn into the national standard.

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Ways to Implement NHs will set an objective for development to build the quantity of staff who are asked & finish fulfillment studies AE is creating strategy to execute objective, for example, Ability for NH staff to information fulfillment information straightforwardly on AE site Standardized overview to be given to NH Administrators and DONs (Survey Monkey)

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Mary Tellis-Nayak RN, MSN, MPH Vice President of Quality Initiatives, MyInnerView

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Objectives To distinguish three things which are most imperative to long haul mind representatives in prescribing your work environment to others. To realize what long haul mind representatives inform us concerning what the parts of a decent work environment. To comprehend the relationship between family, occupant and representative fulfillment.

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Quality pyramid Loyalty Scale 100% Very Satisfied Dissatisfied 0% Unanticipated quality Customer-driven quality = Desired Community principles = Exp. quality Regulations = Basic quality

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AN EXERCISE: What Matters Most

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QUADRANT ANALYSIS: TWO KEY CONCEPTS 1. How inhabitants, families and staff rate your care and administrations Your normal score on every thing: 1 – 4: "Poor" "Reasonable" "Great" "Magnificent" Rank request all things by normal score: 1 – 100: Lowest to most elevated positioning score 2. How much every thing impacts occupants, families and staff to prescribe to others Correlate every thing with "Proposal: 0 – 1: No relationship to most grounded connection Rank request all things by correlational quality: 1 – 100: Lowest to most elevated positioning relationship

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Recom-mendation Goal Item score QUADRANT AND ACTION PRIORITIES Successes A. Auxiliary qualities B. Essential qualities 1 - Lowest to most noteworthy positioning score  100 You can meet client desires Challenges C. Optional open doors D. Essential open doors 1 - Lowest to most elevated positioning relationship -  100 You have little control over client desires

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SKILLED NURSING EMPLOYEE Survey things Quality of introduction Quality of in-administration instruction Quality of occupant related preparing Quality of famil

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