Customer Care Measures Up: Assisted Living Pursues Evidence-Based Quality Agenda

October 2009

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This article, published in Provider magazine, focuses on laying the foundation for assisted living customer and workforce satisfaction, and how that satisfaction is linked to quality care. The article looks closely at 2008 assisted living consumer and workforce satisfaction data to see what's being said and to determine where opportunities exist. It also looks at what assisted living providers should measure and why. The profession has a great opportunity to set a clear direction and identify how quality will be defined, delivered, measured and improved.