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 Quick Sheets


 From the AHCA Bookstore


Customer Satisfaction

Just like any other business, skilled nursing care centers must ensure that the customer is king. Research shows that facilities with the highest rates of satisfaction perform better in other organizational indicators including staff stability, staff retention, survey results, census and cash flow.

In long term care the question that best captures the quality experienced by customers is their “willingness to recommend their nursing home to others as a good place to receive care.” Customer satisfaction ratings provide a rich source of information for people seeking long term care services for themselves or for a loved one. Many consumers already ask prospective facilities for their customer ratings, and the trend is moving toward greater public reporting.

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 on the AHCA Quality Initiative
Over the past year, since Board Chair Neil Pruitt announced the AHCA Quality Initiative in February of 2012, much great work has been done across the country by members committed to achieving the four goals.
So how are we doing? One way we have to assess that is by listening to the stories we hear from you, our members, sharing about the work you are doing and the results you are achieving in your individual facilities and organizations. Another is by looking at the data we have available.
​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.