As individuals, we tend to perform and act in our original ways, not being influenced by our outside world. But by the time our immediate surrounding affect the way we perform and act, we tend to function in an extraordinary manner. For example, if a carer/nurse recognised he/she is being observed by family members, he/she would behave in an extraordinary manner that would satisfy the observer. But is that the required professional ethics?
(1.) How can we effectively measure patients/clients satisfaction (customer satisfaction)?
(2.) What are the yardsticks to measure this?
(3.) Is this a function of quality and if in the affirmative, is that a standard for quality?
(4.) What are the factors affecting Satisfaction, Quality and Standard?
Many Patients, clients and their family members are sometimes becoming too demanding, when it comes to care, treatment and general assistance in Long-Term Care Facilities. My experiences from recent observations have made me to want to investigate what the factor are, that are either positively or negatively affecting Patients/Clients satisfaction. A case study being a long term care facility.
I would equate quality with patient or client satisfaction. This can be measured by various tools such as Patient Satisfaction Surveys and Performance Outcome Indicators. in addition quality and satisfaction can be gauged from patient or staff feedback or complaints, word of mouth or referrals, focus groups, etc.
As for acheiving patient satisfaction, one should deliver a perecieved outcome that is better than their expectation. So we have to optimise the actual services (eg medcial, nursing); the perception (eg doctor-patient relationship, communication, customer service) as well as expectation managment.
In short, generically the standard should be set at or above the level of client expectation (depending on resources and the local environment).
There is a whole body of research addressing quality of care, satisfaction, outcomes, and standards in elder-care setting (e.g., nursing homes etc.). Some of the major scholars in this area include Rosalie Kane, Howard Degenholtz (Pitt), and Nicholas Castle. I Have provided cites of some of their papers. These may be a good start from which to build on.
Kane, RA & Cutler, LJ (2009). Promoting Home-Like Characteristics and Eliminating Institutional Characteristics in Community-Based Residential Care Settings. Senior Housing & Care Journal, 17 (1): 15-37.
Degenholtz, Howard B., Jules Rosen, Nicholas Castle, Vikas Mittal, and Darren Liu. "The association between changes in health status and nursing home resident quality of life." The Gerontologist 48, no. 5 (2008): 584-592.
Castle, Nicholas G., Howard Degenholtz, and John Engberg. "State variability in indicators of quality of care in nursing facilities." The Journals of Gerontology Series A: Biological Sciences and Medical Sciences 60, no. 9 (2005): 1173-1179.