Quality assessment in nursing home facilities: Measuring customer satisfaction

A national study designed to assess the reliability and validity of a nursi ng home customer satisfaction survey is summarized. One hundred fifty-nine facilities participated, each responsible for the distribution and collecti on of 200 questionnaires randomly sent to the home of the resident's respon sible party. A total of 9053 completed questionnaires were returned, for an average adjusted response rate of 53%. The factor analysis identified 4 sc ales: Comfort and Cleanliness, Nursing, Food Services, and Facility Care an d Services, each with high reliability. Based on a multiple regression anal ysis, the scales were shown to have good criterion-related validity, accoun ting for 64% of the variance in overall quality ratings. Comparisons based on select characteristics indicated significantly different satisfaction ra tings among facilities. The results are interpreted as providing evidence f or the construct validity of a multidimensional customer satisfaction scale with measured reliability and criterion-related validity. Moreover, the sc ale can be used to differentiate satisfaction levels among facilities.