Elevating the role of resident satisfaction measures — and standardizing those models — leads to quality care improvement in senior living communities and other long-term care facilities, according to the results of a new study.
Researchers from Southern Illinois University and the University of North Texas reviewed 33 studies to identify indicators associated with long-term care resident satisfaction. They found that assisted living and other residential care facilities use single factors to assess specific areas for quality improvement, whereas nursing homes tend to focus on multi-factor indicators to evaluate overall satisfaction.
The authors reported that combinations of multiple and single factors provide the most comprehensive and detailed information to guide change. They recommended standardizing resident satisfaction measures.
Single-factor indicators focused on specific aspects of care, such as service program or community environment, food variety and menus, and staff member satisfaction. Multi-factor indicators included room quality, staff responsiveness, food quality, care services, activities, laundry, autonomy and finances.
“Standardized measures can serve as benchmarks for evaluating resident satisfaction across various facilities, promoting public accountability, and aiding consumers in comprehending satisfaction levels effectively to make informed decisions,” the authors stated. Resident satisfaction plays a key role in federal and state evaluations of care quality, as well as facility licensing, they said.
The researchers said that their findings can be used to advocate for improvements in long-term care facilities and raise public awareness about the importance of resident satisfaction. Staff member understanding of key indicators of resident satisfaction can help them deliver more effective care and support, they said, whereas facilities can learn from best practices to enhance care, foster positive interactions and create supportive environments.
What affects resident satisfaction
Study data showed that better health status, frequent visits from friends and family members, higher levels of ethnic identity, better planning for life arrangement and more autonomy were positively associated with resident satisfaction.
Residential care facilities increasingly are using person-centered care services, focusing on the value to residents, and involving residents in decisions that affect their well-being, the authors said. Person-centered care directly ties in to resident satisfaction indicators by focusing on autonomy and privacy, physical environment, safety and security, caregivers, meals and general satisfaction.
Breaking down some of the indicators used by the long-term care facilities, the investigators reported that satisfaction with staff care, and higher staff satisfaction levels, had a positive effect on all aspects of resident satisfaction. Service programs that prioritized inclusivity and embraced a person-centered approach also were linked to higher resident satisfaction.
Nonprofit organizations were associated with higher resident satisfaction, as were communities and facilities with no chain affiliation. The authors noted that, surprisingly, that no evidence suggested that governmental star ratings were reliable predictors of resident satisfaction.
“The use of evidence-based indicators for resident satisfaction is important to older adults’ care services that aim to enhance the quality of life of the residents,” the authors concluded.
“The use of multi-factor indicators identify a comprehensive array of factors continuing to resident overall satisfaction, while the use of single factor indicators help facilities create a clear picture of what specific changes are necessary to improve care,” they wrote.
