October 12, 2009Videos From Around the WebEmployee Commitment and EffectivenessMy InnerView's Employee Commitment Report and Resource Guide offers a unique view of the employee experience while at the same time allowing you to evaluate what core practices may be impacting the ability of your workforce to fully integrate into your organizational culture. This video, posted on the My InnerView website, gives you an overview of how employee commitment and satisfaction can drive workforce effectiveness and organizational results. http://www.myinnerview.com/opis/opis%20data%20sources/employeecommitment.php
The Power of Narrative CommentsOpen-ended questions on satisfaction surveys represent an often-untapped treasure trove of information. When the respondent is asked specific questions about quality of care, quality of life and quality of service, he or she is likely to respond honestly—and that is valuable. But when you say “tell us what we do best” or, “what can we improve”, you are asking the respondent to tell you what they find to be the most important thing to them. When they respond with narrative comments, they are telling you what they really think. It is to your advantage to really listen. This video, posted on the My InnerView website will give you an overview of the power of narrative comments and some real-world examples of their importance. The accompanying article, posted on the same page will provide additional insight into getting at what respondents are really thinking.http://www.myinnerview.com/spring2009newsletter.php
Sunday, October 11, 2009Just a list of recent articles
Customer Care Measures Up: Assisted Living Pursues Evidence-Based Quality AgendaThis article, published in Provider magazine, focuses on laying the foundation for assisted living customer and workforce satisfaction, and how that satisfaction is linked to quality care. The article looks closely at 2008 assisted living consumer and workforce satisfaction data to see what's being said and to determine where opportunities exist. It also looks at what assisted living providers should measure and why. The profession has a great opportunity to set a clear direction and identify how quality will be defined, delivered, measured and improved. http://www.ahca.org/News/publication/Provider/MIVOct2009.pdf The Provider link is broken at the moment. This should work. Achieving Excellence Through Employee CommitmentUndoubtedly,
the goal of any senior care organization is to achieve excellence in
the care and satisfaction of residents. Research conducted by My
InnerView in 2008 clearly shows a direct correlation between a
committed workforce and organizational performance.
http://www.ahcancal.org/News/publication/Provider/May09Supplement.pdf Improving Staff Satisfaction: What Nursing Home Leaders are DoingThe AHCA Quality Improvement Committee created this paper for the purpose of sharing best practices for improving staff satisfaction in key operational areas. These improvements may be reflected in higher staff satisfaction and can translate to improved staff retention and staff work practices, not to mention more positive attitudes that engender service excellence and a quality culture. Many of the change ideas offered in the paper are backed by research-based evidence, while other ideas have simply been effective for many of the individuals who contributed to this effort. http://www.ahcancal.org/facility_operations/workforce/Documents/StaffSatisfaction.pdf2008 National Survey of Consumer and Workforce Satisfaction in Nursing HomesThe 2008 National Survey of Consumer and Workforce Satisfaction in Nursing Homes shows a majority (85%) of consumers report their satisfaction as either "excellent" or "good." Sixty-six (66) percent of employees recommend their facility as a place to work as either "excellent" or "good." These satisfaction levels are at their highest levels since My InnerView began conducting research on these trends in 2005, and have increased by three percentage points since 2007, yet the report shows that the workers most directly involved in patient care are the least satisfied employees. http://www.myinnerview.com/_media/doc/national_report/natrptdraft_050809.pdf
Applying Satisfaction Results to Improve LivesThe importance of measuring customer satisfaction has become widely accepted in recent years. The data help providers determine where they stand, what their strengths are and what areas present the greatest opportunity for improvement. Gathering data is just the beginning. To make good use of survey results, the provider must understand what the information means and how to use it to drive improvements that benefit those who matter most-residents and their family members. www.aahsa.org/WorkArea/DownloadAsset.aspx?id=9901 What Consumers Want To Know When Selecting a Nursing HomeChoosing an appropriate long-term care facility for a loved one can be daunting. When faced with the challenge, most consumers find that they have little relevant experience to guide their decision. My InnerView's current research says that consumers today want more information. But what information is most important? In 2008, My InnerView conducted focus groups in nursing homes nationwide to determine what consumers need to know to make well-informed choices about long-term care. www.aahsa.org/WorkArea/DownloadAsset.aspx?id=8620 Cultivating Employee Commitment to Achieve ExcellenceSenior care leaders are becoming increasingly aware that quality care cannot be provided without satisfied employees. However, satisfaction – in terms of the degree to which an employee is satisfied or likes his or her job – is only one part of the equation. www.aahsa.org/WorkArea/DownloadAsset.aspx?id=9653
What Should I Measure and Why? Supporting a Quality AgendaThis article, published in Provider magazine, highlights the reasons why an evidence-based quality agenda should be a part of every senior care organization's game plan. The article explores the five interrelated and predictive domains that will give providers the optimum data set necessary to establish an evidence-based, actionable quality agenda. 2007 National Survey of Consumer and Workforce Satisfaction in Nursing HomesThe 2007 National Survey of Consumer and Workforce Satisfaction in Nursing Homes is based on the largest dataset ever assembled about resident, family and employee satisfaction in nursing homes. Overall, three-year trends in consumer satisfaction and two-year trends in workforce satisfaction show improvement. Since 2005, consumer responses indicate that improvements are being made in most domains. Since 2006, trends in workforce satisfaction show modest improvements in the quality of supervision, work environment, training and management. http://www.myinnerview.com/_media/doc/general/2007natrpt.pdf http://www.linkedin.com/in/bradleyshiverick |
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