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Customer Satisfaction

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Similar to many other professions, the happiness and peace of mind of 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—CoreQ—that can be uniformly used by long term and post-acute care providers.  


The profession lacked a national data source that would allow the measurement of satisfaction across all long term and post-acute care providers. AHCA/NCAL developed a core set of customer satisfaction questions to address that challenge. The CoreQ—consisting of three questions for long-stay residents/family members and four for short-stay—has been independently tested as a valid and reliable measure of customer satisfaction. To learn more about the CoreQ, please visit the CoreQ website.



Progress will be measured by using a core set of customer satisfaction questions that can be uniformly used by long term and post-acute care providers. The NQF endorsed the questionnaire called "CoreQ" which has been independently tested as a valid and reliable measure.  AHCA members will continue to upload and track their data using LTC Trend Tracker.
 

Glen Hill Center, Genesis HealthCare - Danbury, CT

Learn about how Glen Hill Center, Genesis HealthCare improved its customer satisfaction through AHCA/NCAL’s Quality Award Program.  Read more here.

 

>> Share your facility's story

 
​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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