For customer satisfaction, the profession lacks a national data source that would allow us to measure satisfaction across all assisted living communities. The AHCA/NCAL Customer Experience Committee is hard at work on remedying that situation by developing a core set of customer satisfaction questions. These are currently in testing by researcher Dr. Nicholas Castle at the University of Pittsburgh.
DISCLAIMER: The AHCA/NCAL quality programs’ contents, including their goals and standards, represent some preferred practices, but do not represent minimum standards or expected norms for skilled nursing and/or assisted living providers. As always, the provider is responsible for making clinical decisions and providing care that is best for each individual person.