Resident & Family Experience
The Path to Exceptional Resident Experiences
Understanding the needs and behaviors of your long term care residents and knowing how to best deliver a quality resident experience contributes to the overall success of your communities. National Research Corporation knows how to bridge the knowledge gap to empower exceptional resident, family, and short-stay experiences.
What Sets National Research Apart?
We know it’s about much more than satisfaction metrics. Our formula for measuring behaviors of resident, family, and short-stay experiences—in addition to measuring satisfaction—is essential to providing your communities with a foundation for effective planning and, ultimately, success in reaching your operational, clinical, and financial goals.
Based on the Long Term Care Expertise of My InnerView Products
My InnerView by National Research is developing the newest evolution of quality measurement and improvement: Resident and Family Experience. Based on the premier My InnerView solution, also known as the Customer Program, National Research is building on what established the standard—and soon will raise the bar. Resident and Family Experience arrives this fall 2013!
Know What Matters Most to Residents and Families
Today, the My InnerView Customer Program is used by more senior care leaders than any other quality measurement solution for gauging customer satisfaction and evaluating improvement. These programs provide the ability to monitor what matters most to long term care residents, their families, and short-stay patients. Plus, client communities gain year-long unlimited access to an extensive library of loyalty, commitment, and satisfaction tools and easy-to-understand reports that offer the freedom to quickly measure the effects of recent changes or initiatives.
Resident and family survey, reporting, and improvement programs are available for all long term care and short-stay settings, including:
- Skilled Nursing Homes
- Assisted Living Communities
- Independent Living Homes
- Continuing Care Retirement Communities (CCRCs)
What You Should Know If You’re Already Surveying
Long term care communities traditionally approach resident and family surveys annually. Yet many struggle with continually managing and improving satisfaction as they get farther away from when the results were originally collected. This can be attributed to new problems that arise, past issues that may no longer be relevant, new residents, staff turnover, or new leadership.
Timely and ongoing measurement provides actionable information that an organization can use to move the needle on quality improvement. Providers that survey regularly will continually align practices, policies, and processes with their strategic and financial objectives, as well as better interpret the current customer and employee satisfaction landscape. National Research offers complete experience measurement for residents, families, and short-stay patients to measure a variety of important behavioral data elements, including:
- Customer Satisfaction Survey
- Discharge Survey/Short-Stay Survey
- Resident Move-In or Move-Out Survey
- Drill-Down Survey
Complete Experience Measurement
Combined with the Employee Engagement offering, also known as the My InnerView Employee Program, you’ll benefit from a comprehensive summary of experience and satisfaction scores for residents, families, and employees. Why invest in both customer and employee satisfaction? Research shows that employee satisfaction is related to resident satisfaction, and equally, the ability to provide quality care for residents affects job satisfaction.