Tuesday, March 25, 2014

Submit Your Customers' Approval to AHCA/NCAL


As part of the Quality Initiative Recognition Program, AHCA/NCAL wants your 2013 customer satisfaction results. If you’re a member with 90% or more of customers (i.e., short-stay patients, long-stay residents and/or family members) indicating a willingness to recommend your center or community to others, then you could be recognized!

The Quality Initiative Recognition Program is designed to recognize AHCA/NCAL nursing center and assisted living members that demonstrate the attainment of one or more of the four AHCA/NCAL Quality Initiative goals… including customer satisfaction. If you achieved this goal, you could be honored at AHCA/NCAL’s 2015 Quality Symposium in Austin, Texas. If you’ve also reached other Quality Initiative goals, you could earn more rewards – such as special recognition at the conference, and being featured in Provider Magazine and in a national release from AHCA.

But you have to send AHCA/NCAL your customer satisfaction results by May 1, 2014 in order to be considered for the highest levels of recognition.

For skilled nursing center members:
For assisted living members:
If satisfaction rates are reported separately for different customer groups (i.e., short-stay patients, long-stay residents and/or family members), this goal will be considered met if 90% or more of at least one of the surveyed groups indicates their willingness to recommend the center to others.

Customer satisfaction ratings provide a rich source of information for people seeking long term care services for themselves or for a loved one. Many consumers already ask prospective facilities for their customer ratings, and the trend is moving toward greater public reporting. If you haven’t started implementing these surveys yet, please considering doing so.

For more resources on how to improve your overall customer experience (and your survey results), please visit the Customer Satisfaction page of the Quality Initiative website.

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