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Titolo:
Quality assessment in nursing home facilities: Measuring customer satisfaction
Autore:
Mostyn, MM; Race, KEH; Seibert, JH; Johnson, M;
Indirizzi:
Parkside Associates Inc, Pk Ridge, IL 60068 USA Parkside Associates Inc Pk Ridge IL USA 60068 Inc, Pk Ridge, IL 60068 USA Teachers Acad Math & Sci, Chicago, IL USA Teachers Acad Math & Sci Chicago IL USA Acad Math & Sci, Chicago, IL USA
Titolo Testata:
AMERICAN JOURNAL OF MEDICAL QUALITY
fascicolo: 2, volume: 15, anno: 2000,
pagine: 54 - 61
SICI:
1062-8606(200003/04)15:2<54:QAINHF>2.0.ZU;2-D
Fonte:
ISI
Lingua:
ENG
Soggetto:
CARE;
Keywords:
construct validity; criterion-related validity; customer satisfaction; long-term care; reliability;
Tipo documento:
Article
Natura:
Periodico
Settore Disciplinare:
Clinical Medicine
Citazioni:
29
Recensione:
Indirizzi per estratti:
Indirizzo: Seibert, JH Parkside Associates Inc, 205 W Touhy,Suite 204, Pk Ridge, IL 60068 USA Parkside Associates Inc 205 W Touhy,Suite 204 Pk Ridge IL USA 60068
Citazione:
M.M. Mostyn et al., "Quality assessment in nursing home facilities: Measuring customer satisfaction", AM J MED QU, 15(2), 2000, pp. 54-61

Abstract

A national study designed to assess the reliability and validity of a nursing home customer satisfaction survey is summarized. One hundred fifty-ninefacilities participated, each responsible for the distribution and collection of 200 questionnaires randomly sent to the home of the resident's responsible party. A total of 9053 completed questionnaires were returned, for an average adjusted response rate of 53%. The factor analysis identified 4 scales: Comfort and Cleanliness, Nursing, Food Services, and Facility Care and Services, each with high reliability. Based on a multiple regression analysis, the scales were shown to have good criterion-related validity, accounting for 64% of the variance in overall quality ratings. Comparisons basedon select characteristics indicated significantly different satisfaction ratings among facilities. The results are interpreted as providing evidence for the construct validity of a multidimensional customer satisfaction scale with measured reliability and criterion-related validity. Moreover, the scale can be used to differentiate satisfaction levels among facilities.

ASDD Area Sistemi Dipartimentali e Documentali, Università di Bologna, Catalogo delle riviste ed altri periodici
Documento generato il 05/04/20 alle ore 06:45:22