The silent customers: measuring customer satisfaction in nursing homes.
PubMedPublished 1 December 1991
Ilene K. Kleinsorge, Harold F. Koenig
Citations65
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TL;DR
A preliminary effort to develop a survey to assess and monitor ongoing satisfaction of nursing home residents and family members using focus groups is reported.
Abstract
Nursing home administrators concerned with customer satisfaction and quality of care need a tool to assess and monitor ongoing satisfaction of nursing home residents and family members. The authors report a preliminary effort to develop such a survey using focus groups.
Keywords
Health Professions