Page 15 - Mid Valley Times 10-3-19 E-edition

There seems to
be an endless array of satisfaction surveys these days. After a recent stay in a hotel
I received a survey in my email box “How did you like your stay at our hotel?” Surveys are popping up on Facebook, Amazon and other social media. I have taken numerous surveys on an inter- net site called Survey Monkey. Unfortunate- ly, it has gotten labori- ous to ask whether you like this or that service because many surveys have become too long with too many ques- tions. That is why Sierra View Homes Retirement Com- munity, in its quest to gage satisfaction in the different service lines,
Now What?
created its own short one-page survey.
Retirement Com- munities for Senior
Living variety and competition has be- come so strong that there has to be some way to measure how well the service ethic
is in place. Quality improvement is impor- tant from hotels to car rentals to retirement living. Your opinion matters when you fill out a survey.
You may ask, “Who reads these
surveys?” when you look at all the ques- tions being asked. The answer is Manage- ment. All the survey data is loaded on to spreadsheets that show
push back the city’s ban. It’s also proposing a new system that would continue to al- low vaping products on the market.
It has been sponsor- ing full-page newspaper
E-cigarEttEs
Continued from Previous Page
including the flavored e- cigarettes. In San Francisco it is financing a proposed ballot initiative that would
Thursday, October 3, 2019 | B5 | Mid Valley TiMes
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How Was Your Experience?
H
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By Ro Linscheid
how things stack up. The numbers turn into statistics that track trends and trends let managers know where the business is strong and where they need to pay more attention.
When I attend an education conference and each class that I attended has a survey to fill out rating the presenters’ ability to present the informa- tion, how well they knew their topic and what I got out of the class. These surveys
are important because the conference per- sonnel want to know if they should ask the presenter back; as well as, the presenter wants to know if he/she gets their topic point(s) across.
Retirement Com- munities are constantly doing internal surveys/ audits. Medicare is en- couraging satisfaction surveys that measure all aspects of skilled
ads that present a good- guy image for the public
– like the ad that says the company is cracking down on underage sales with its 2,000 secret shoppers keep- ing tabs on retailers.
nursing care. Adminis- tration looks at all as- pects of nursing care to assess if there are suf- ficient skilled employ- ees working with the residents and do they have proper training and the proper equip- ment. We survey for food likes and dislikes, constantly monitor the environment for ap- propriate temperature and for cleanliness. The kitchen is surveyed for food quality, the time- liness of the meals and for cleanliness. The list goes on. Medicare is also interested in this information since there are new regulations to increase quality of care.
Sierra View Homes Retirement
Community has just completed satisfaction surveys of the residents and staff who live and work there. In the staff survey, we look for what the staff thinks about the quality of
the care they give to residents and what they see as administra- tion’s expectations, do they see management involvement, and their opinion of salary and benefits. Most impor- tantly it measures the engagement of staff and how they relate to residents. The Inde- pendent Living survey looked at the environ- ment, the entertain- ment programs, the food choices, the qual- ity of the meals, and the friendliness of the personnel. The Nursing Care survey canvasses both the families and the residents to tell us their thoughts about the care they receive, the taste of the food, the environment and the ability to make choices. The Assisted Living survey asks similar questions of the family and residents
as the Nursing Care Survey. We do these satisfaction surveys ev-
ery other year to gain perspective on what is changing and what is staying the same. The goal is to use this information to keep working on improve- ment. However, feed- back is important and useful anytime.
Satisfaction sur- veys help with con- tinuity and quality
of care. They help us learn what is work-
ing well and where we need to pay attention to improve the resi- dent’s experience. Not everyone is willing to chat about what they experience, see and feel but they may answer the questions on a survey. Therefore, the next time you receive
a survey put in your two cents. Give some thoughtful feedback for the people who are checking on how good an experience you have experienced and/or experiencing.
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