Long-Term Care

Prepare for the MDS 3.0 by improving customer satisfaction

PPS Alert for Long-Term Care, August 1, 2009

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Customer satisfaction is becoming increasingly important in long-term care and will play a major role in facilities’ ability to successfully adapt to the MDS 3.0.
“Nursing homes do not manufacture cars or assemble lawn mowers; they work with human beings. But unlike restaurants, hotels, and other customer-driven organizations, the wants and needs of the people they serve have rarely been the main focus of long-term care facilities,” says Randy Kozeal, owner and manager of LTC Midwest, LLC, a long-term care consulting firm in Wilber, NE.
The MDS 3.0 will force facilities to think about customer satisfaction by focusing on residents’ needs and putting residents in control of the care they receive.
Transitioning to the resident-centered approach of the new assessment system will be a challenge for many SNFs, but facilities that begin to focus on improving ¬customer satisfaction now will be better prepared to implement the MDS 3.0 in October 2010.

This is an excerpt from a member only article. To read the article in its entirety, please login or subscribe to PPS Alert for Long-Term Care.

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