The Bridge to Reality: What Will We Hear If We Really Listen?

August 2005

Click here for the entire article.
Improved satisfaction for residents and families as well as employees are two of the six expected outcomes identified in the Quality First covenant. Leading professional organizations recommend that a customer/employee satisfaction survey tool be in place, as well as a process for conducting and analyzing the satisfaction survey at least annually, as a base line. But why is listening to residents, families and employees so important? What do we learn from collecting that data? 
–Dr. Leslie A. Grant, Ph.D., Sandra Potthoff, Ph.D., and Janice Gulsvig, B.S.N.