Oregon Quality Metric #5: Results of an Annual Satisfaction Survey
The Oregon Quality Measurement Program (QMP) includes Metric #5, which focuses on assessing resident satisfaction through an annual survey. This metric aims to gather direct feedback from residents regarding their experiences in care facilities, providing valuable insights for quality improvement.
Purpose of Metric #5
Metric #5 evaluates resident satisfaction in key areas such as overall facility rating, staff performance, care quality, and meal services. Collecting this feedback helps facilities identify strengths and areas needing improvement, ultimately enhancing the quality of care provided.
Survey Administration
An independent entity conducts The resident satisfaction survey annually to ensure objectivity. Facilities are responsible for coordinating with approved vendors to administer the survey. The survey includes standardized questions, such as:
In recommending this facility to your friends and family, how would you rate it overall?
Overall, how would you rate the staff?
How would you rate the care you receive?
Overall, how would you rate the food?
Residents respond using a scale from Poor (1) to Excellent (5).
Data Reporting
Facilities must report the following data:
Number of residents who received the survey.
Number of residents who returned the survey.
Number of residents who completed the survey.
Method of survey administration (e.g., in writing, by phone, in person, online).
This data is submitted to the Oregon Department of Human Services (ODHS) by January 31 of the following year.
Exclusions
Certain residents are excluded from the survey to ensure the accuracy and reliability of the feedback. Exclusions include residents with significant cognitive impairments, those with court-appointed guardians, residents on hospice care, and individuals who have been in the facility for less than two weeks.
Approved Vendors
Facilities are required to use approved third-party vendors to administer the survey. One such vendor is Care Analytics, which offers services to help facilities meet the Metric #5 requirements.
By effectively implementing Metric #5, Oregon's care facilities can gain valuable insights into resident experiences, leading to targeted improvements and enhanced quality of care.