American Health Care Association quality initiative goal: Increase customer satisfaction to 90% by 2015

February 22, 2012
The American Health Care Association seeks to increase customer satisfaction to 90% by 2015. AHCA will use two measures to track progress toward this goal. One captures the reported experience of long-stay residents and families and the other captures the experience of short-stay SNF patients. These measures are based on common questions contained in nearly all satisfaction surveys in use in the field. AHCA is developing a process to collect data on these questions from member facilities to generate national benchmarks.
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