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Cutting Edge of Excellence
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The Masonic Villages strive to be centers of excellence by using "cutting edge" processes and being proactive in continuous quality improvement. Creating a culture of continuous improvement involves requesting and valuing the opinions and feedback of our customers.
Every two years, a survey of our residents and their families regarding our care and services is conducted. To assure a non-biased survey, we partner with a nationally known marketing research firm, Holleran Consulting. Holleran has an excellent reputation for their survey expertise, and they work to assure a response rate over 70 percent for all levels of care at all four campuses. As an additional benefit, Holleran maintains a national database of thousands of residents, and we are able to compare, or benchmark, our results to other facilities nationwide.
Holleran's survey process differs by level of care. For example, they use a paper and pencil survey tool for residents in retirement living and residential living settings and a telephone interview with residents in assisted living or nursing care. In the event a resident in assisted living or nursing care is unable to participate in the survey, the resident's family is surveyed.
Our survey was conducted in April 2004. We were given our scores, as well as national benchmark data for all levels of care. Any areas where we are statistically significantly better than the benchmark data are our organizational strengths. Any areas where we are statistically significantly lower than the benchmark data are organizational opportunities for improvement. The information shared in this report is the average of all four campuses. The data itself does differ from campus to campus.
For additional information on campus-specific data, you can contact the following individuals:
- Elizabethtown - Vicki Gillmore, Administrator, at (717) 367-1121, ext. 33139;
- Lafayette Hill - Adrienne Staudenmayer, Executive Director at (610) 828-5760;
- Sewickley - B.J. Franks, Executive Director, at (412) 741-1400, ext. 3030;
- Warminster - Anne Maher, Administrator, at (215) 672-2500.
Following are the top performance factors for each campus area:
Retirement Living: friendliness and competence of staff, access to personal services, cleanliness and upkeep of the buildings, dining room service, quality of spiritual services and effectiveness of social services.
Residential Living: maintenance and housekeeping, who received very high scores for the cleanliness and upkeep of the buildings.
Assisted Living: friendliness/courtesy of the staff; attractiveness, cleanliness and comfort of the facility; safety and security; courtesy of admitting staff; staff respect for privacy; comfort and attractiveness of resident rooms; freedom to make choices and maintaining an odor-free environment.
Nursing: friendliness of staff, building upkeep and cleanliness, safety and security, quality of spiritual services, staff's respect for privacy and maintaining an odor-free environment.
The results of the satisfaction survey were shared with residents at each campus. Opportunities for improvement were identified, and action plans have been developed. The next scheduled Resident Satisfaction Survey (February 2006 or before) will be conducted to measure the effectiveness of our improvements.
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