Tuesday, June 11, 2019

CoreQ Customer Satisfaction Measures Associated with Important Quality Outcomes

Lindsay Schwartz

Last week, AHCA/NCAL shared research on the development of CoreQ, a set of five long term care customer satisfaction measures for both residents and families, at the Annual Research Meeting (ARM) for Academy Health. The AHCA/NCAL Poster entitled, “CoreQ: Development of a Universal Satisfaction Score for SNF and AL Residents and Families” detailed the importance of a standard, short customer satisfaction measure to allow providers to benchmark their performance, help residents and families in decision-making, and let states and others use the information for accountability.
All CoreQ measures have the same three core questions, with an additional question for SNF short-stay discharge and assisted living resident surveys. Existing literature and satisfaction surveys were reviewed, and cognitive testing was conducted with residents and family members on questions and responses. Psychometric testing identified three core questions that when combined into an aggregate score resulted in a stable score ranging from 0 to 100. The researched showed that CoreQ scores were correlated with important quality measures, such as the Five-Star Quality Rating System and staff turnover, in the direction as expected and statistically significant (p=<0.05). Scores were distributed across the possible range and reflected meaningful differences in quality by sorting facilities from high to low quality. Similar to satisfaction measures in other settings, the CoreQ has been endorsed by the National Quality Forum.
To learn more about this research and how to incorporate the CoreQ questions into your customer satisfaction surveys, visit www.coreq.org.

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