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Customer Satisfaction

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Similar to many other professions, the happiness and peace of mind of patients, residents and their families is paramount to skilled nursing care centers.  That is why the Association has made great progress in identifying a customer satisfaction survey—the CoreQ—that can be uniformly used by long term and post-acute care providers.    
 
AHCA is working with leading survey vendors to incorporate the CoreQ into their questionnaires and is building functionality to allow members to submit and track their results in LTC TrendTracker(SM).

 

Winslow Campus of Care

Winslow, Arizona

Learn how Cathy Williams has improved the customer experience by honoring the culture of their Native American residents.

Share your facility's story on increasing customer satisfaction

Progress will be measured using composite measures. This functionality is in development and will be complete by October 2015.
 
 



The profession lacks a national data source that would allow the measurement of satisfaction across all skilled nursing centers. The AHCA/NCAL Customer Experience Committee has developed a core set of customer satisfaction questions, called “CoreQ” aimed at remedying the current challenge. CoreQ has four questions for short-stay residents and three for long-stay:


CoreQ - Short Stay Discharge

  • In recommending this facility to your friends and family, how would you rate it overall?
  • Overall, how would you rate the staff?
  • How would you rate the care you receive?
  • How would you rate how well your discharge needs were met?

CoreQ - long stay residents & family members

  • In recommending this facility to your friends and family, how would you rate it overall?
  • Overall, how would you rate the staff?
  • How would you rate the care you receive?


Skilled nursing care centers are encouraged to work with the outside vendor that is conducting their satisfaction surveys to ensure these questions are incorporated into their customer surveys. AHCA/NCAL hopes to allow members to soon enter in their CoreQ results into the Association’s online tool, LTC Trend Tracker. ​

​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.
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