Measuring Excellence: The New Quality Agenda

October 2006

Click here for the entire article.
This two-part series, published in Provider magazine, explores the answers to two questions: What criteria should be used to define organizational excellence in nursing homes? What are the key drivers of organizational excellence? Based on data generated by My InnerView from the results of their 2005 survey of nursing facility residents, family members and employees, it shows how the best in class differs from the rest of the pack when it comes to organizational performance. It should come as no surprise that the top 10% of providers as measured by customer satisfaction also have the highest staff retention and best clinical and financial performance.   (October 2006)
–    Dr. Leslie A. Grant, Ph.D., Janice Gulsvig, B.S.N., and Jeff Call, M.O.B.