StudioQ This paper reviews the existing literature on customer satisfaction measurement and provides the theoretical background for the development of a number of tools to help the community services industry in Queensland measure customer satisfaction.
Downloads How can we improve care in residential homes as the needs of older people intensify? In the next 20 years, the number of older people in England will rise significantly.
As we all live longer, the need for more places in good quality homes will intensify. This review by a team from the University of Warwick and University of the West of England, with support from the University of York, examines research evidence available to support improved care for older people in residential homes.
The review explores seven themes: Summary Summary This review examines the research evidence available to support improved care for older people in residential homes.
In general, few studies report specifically on residential care. The literature on improved care focuses primarily on the quality of clinical care. The voice of minority ethnic residents is almost entirely absent from the literature.
There is evidence that medical cover for care home residents is sub-optimal. Care could be restructured to give greater scope for proactive and preventive interventions. Partnership working between district nurses and care home staff appears largely to occur by default at present. There is opportunity for a more strategic approach to providing nursing support in residential homes.
There is considerable research on the relationship between nurse staffing and nursing care home quality in the US. Quality is measured through clinical-based outcomes for residents and organisational outcomes.
Conclusions are difficult to draw, however, due to inconsistencies in the evidence base. There is evidence that better management of medication is needed in nursing homes.
Pharmacist reviews of medication can have a positive effect. Similar evidence is lacking for residential care homes. Inter-institutional transfers and ensuring patient safety across settings is important.
To date, research has mainly focused on the care home and hospital interface; transfers from residential to nursing homes represent a research gap. Interesting research is reported from the US and other non-UK sources. Some findings will be generalisable to UK residential care; a systematic process is recommended to identify these.
Background In the next 20 years, the number of older people in England will rise significantly. Although there is currently less ethnic diversity in the older population than in younger age groups, this is predicted to change.
Policy-makers, clinicians and care home staff are increasingly aware of the future challenge of providing quality, long-term care in care homes for older people. Residential home care, provided by social as opposed to health care staff, will be a major part of this long-term care.
Historically, residential homes have catered for less dependent older people than nursing homes. With longer survival predicted, and the number of residential care places set to increase, it is important to consider the available research evidence relevant to this setting.
This review brings together research on improving care in care homes as the needs of older people intensify. It aims to clarify the agenda for policy-makers and practitioners, highlight areas for future research and promote further discussion of this important topic.
Most of the research was carried out in nursing homes; there is very little published evidence on residential care homes, although many studies make no distinction between the two.
Seven themes were identified relating to provision of care. Residents' and relatives' views on care There is considerable debate about the relationship between quality of care and quality of life as joint, but not necessarily competing, measures of quality.
Research indicates that residents' perceptions of nursing staff are a good indicator of quality of care. Other factors influencing residents' satisfaction with care include staffing levels, staff turnover, family involvement, meal-time experience, personal control, recreational activities, and residential environment.
In measuring quality of life, researchers emphasise the centrality of the resident's voice. Family involvement, where appropriate, is valuable and care home staff need to develop relationships with relatives and value their opinions.
Research identifies peer networks as important sources of social support, and empowerment and facilitating choice as important to resident well-being. There is limited research on the health status of residents in residential homes, some of whom may have unmet health needs.
There is also evidence of self-funded, low-dependency admissions to nursing homes. A combination of higher-dependency residents in residential homes and lower-dependency residents in nursing homes suggests that placement criteria need to be improved.
Transitions to care homes and factors influencing the choice of residential care over alternatives require further research.Healthcare Quality: Waiting Room Issues Vineeth R. Yeddula University of Nebraska-Lincoln, healthcare organizations have to face several issues such as customer retention, value, safety, litigation, and reputation.
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