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Toledo, Ohio & Lake Erie

The Press Newspaper

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The Ohio Department of Aging has released the results of the 2012 Nursing Home Family Satisfaction Survey, which was revised last year to increase participation and deliver better data.

The survey is designed to measure how satisfied family members of Ohioans who live in nursing homes are with the care and services their loved ones receive.

The satisfaction ratings are available on the Ohio Long-term Care Consumer Guide at www.ltcohio.org. The Consumer Guide includes other information about nursing homes and residential care facilities, including inspection results, a list of available services, staffing levels, results of resident surveys and more.

According to the ODA, the survey is a valuable tool for individuals to help select a nursing home that best meets their needs. The statewide average satisfaction score for facilities was 85.6 (out of a possible 100); 25 facilities scored 93.76 or better.

“Selecting a nursing home that can provide the right care in the right ways for ourselves or a loved one is one of the most important choices we may have to make in our adult lives. This survey and Ohio’s Long-term Care Consumer Guide are important tools for families who expect, and deserve, excellence,” said Bonnie Kantor-Burman, director of the Ohio Department of Aging. “The survey and the guide emphasize our commitment to quality care. Consumers must be fully informed about their options if we are to expect that they will, in turn, demand excellence for themselves or their family members.”

The family satisfaction survey was conducted between May and December 2012 by the Scripps Gerontology Center of Miami University in Oxford, Ohio, on behalf of the Ohio Department of Aging and under the direction of the Office of the State Long-term Care Ombudsman.

More than 27,000 family members and 948 homes participated. Of the 721 participating homes with statistically significant results, 387 scored above the state average and 229 scored 88 or better, which earns them an additional “quality point” in a reimbursement formula used by the Office of Medical Assistance (Medicaid) to reward quality in nursing homes. Survey costs are supported by a fee charged to nursing homes by the state.

This year, the department revised the survey to better capture the needs and ideas of families. For this reason, Kantor-Burman cautioned against directly comparing the survey results with those from previous years. “This survey reflects our increased focus on person-centered care and caring and our new quality-based reimbursement formula. We expected that these changes may have an impact on the statewide average. We are especially pleased with the larger ¬than-usual response rate and are gratified by the number of families who are so involved with their loved ones’ care.”

“In addition to assisting families in choosing quality, person-centered nursing homes, this survey also is a tool to help long-term care administrators and staff improve the care and services they provide,” added Beverley Laubert, the State of Ohio Long-term Care Ombudsman. “Staff, residents, families, advocates and state leaders continue to work together to ensure choice, respect and self-determination for all, regardless of where they call ‘home.’”

The survey asked family members their opinions on activities, administration, admission, choices, direct care and nursing, laundry, meals and dining, social services, therapy and general satisfaction. Researchers identified two key questions that sum up the respondent's perception of the home: “Overall, do you like this facility?” and “Would you recommend this facility to a family member or friend?”

Among the seven facilities that scored 100 on both questions was the Ursuline Center in Toledo.

The most recent family satisfaction data complements the 2011 resident satisfaction survey results on the Consumer Guide site. The department will survey resident satisfaction again in 2013.

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