Department of Public Health Sciences, University of Rochester, NY, USA.
Health Aff (Millwood). 2013 Aug;32(8):1416-25. doi: 10.1377/hlthaff.2012.1416.
Since 2005 Massachusetts has publicly reported results from biennial surveys of satisfaction with nursing homes, completed by responsible parties for residents, to promote consumer-centered care. Our analysis of the results from 2005, 2007, and 2009 revealed generally high satisfaction with care, which remained stable over time. On a scale of 1 to 5 (from very dissatisfied to very satisfied), average satisfaction with overall care was 4.22-4.31, and satisfaction that overall residents' needs were met was 4.09-4.16. Around 90 percent of respondents would recommend the facility. Satisfaction ratings varied considerably across facilities, with higher scores associated with higher nursing staffing levels, fewer deficiency citations, and nonprofit or government ownership. Scores for six domains of care were, in general, closely associated with satisfaction scores. However, family members seemed less satisfied with the physical and social activities available to residents and with the food and meals served than with such attributes as the physical environment. Our findings suggest that including the consumer's perspective would improve the Centers for Medicare and Medicaid Services' current nursing home reporting efforts. However, refinements may be necessary to detect the impact of consumer reporting on the quality of patient-centered care.
自 2005 年以来，马萨诸塞州一直在公开报告由居民负责人完成的对养老院满意度的两年一次调查结果，以促进以消费者为中心的护理。我们对 2005 年、2007 年和 2009 年的结果进行了分析，结果显示对护理的总体满意度普遍较高，而且随着时间的推移保持稳定。在 1 到 5 的评分（从非常不满意到非常满意）中，对整体护理的满意度平均为 4.22-4.31，对整体居民需求得到满足的满意度为 4.09-4.16。大约 90%的受访者会推荐该设施。满意度评分在各设施之间差异很大，与较高的护理人员配备水平、较少的缺陷引文以及非营利或政府所有相关联的评分较高。六个护理领域的评分通常与满意度评分密切相关。然而，与物理环境等属性相比，家庭成员对居民可获得的身体和社交活动以及提供的食物和膳食似乎不太满意。我们的研究结果表明，纳入消费者的观点将改善医疗保险和医疗补助服务中心目前的养老院报告工作。然而，可能需要进行改进，以检测消费者报告对以患者为中心的护理质量的影响。
