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 NQF Endorses Measures for Assisted Living Satisfaction from AHCA/NCAL

Two surveys developed by the American Health Care Association and National Center for Assisted Living (AHCA/NCAL) to assess satisfaction among assisted living residents and their loved ones have gained the endorsement of the National Quality Forum (NQF), AHCA/NCAL said on Jan. 17.

The surveys are called the “CoreQ” and are the only recognized set of assisted living customer satisfaction measures in the nation.

“As a profession that prides itself on providing person-centered care, assisted living should continue to hone in on customer satisfaction,” said NCAL Executive Director Scott Tittle. “This endorsement of CoreQ by NQF will bring consistency between assisted living providers in capturing this important feedback. AHCA/NCAL is incredibly proud to have pushed this measure to the forefront for the benefit and betterment of the entire profession.”

CoreQ questionnaires measure individual experience with staff, care, and overall satisfaction. Assisted living residents are also asked about the food offered at their community. Each measure is then calculated to arrive at the percentage of individuals who are satisfied, thus yielding an overall satisfaction score.

Lindsay Schwartz, PhD, associate vice president of workforce and quality improvement at AHCA/NCAL, said studies show that customer satisfaction is linked to high-quality care, thus driving the effort to get the surveys right.

“We worked meticulously with our partners in developing the CoreQ questions to get at the heart of what matters to assisted living residents and their loved ones,” she said. “With this endorsement, we hope more providers will incorporate CoreQ into their satisfaction surveys to better understand how they’re doing and where they can improve.”

AHCA/NCAL developed and released CoreQ in 2016 as part of its Quality Initiative to ensure at least 90 percent of residents and/or family members are satisfied with their assisted living experience. Since then, more than 15 customer satisfaction vendors have agreed to offer CoreQ in questionnaires issued to assisted living customers, as well as automatically upload results on a member’s behalf into AHCA/NCAL’s quality and data tracking tool, LTC Trend Tracker.

Member providers may then track their customer satisfaction results over time and compare and contract the scores in relation to their peers.

“CoreQ represents the only known, independently tested measure of customer satisfaction used widely by assisted living providers,” AHCA/NCAL said in a statement. “NQF endorsement is secured through extensive testing and evaluation of a measure’s reliability and validity.”

In addition, AHCA/NCAL said it developed three sets of CoreQ survey questions for skilled nursing short-stay patients, long-stay residents, and families, which were also endorsed by NQF in 2016.

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