Oregon Quality Metric #5: Results of an Annual Satisfaction Survey

Oregon Quality Metric 5 focuses on resident satisfaction through an annual survey. Care teams can also review the complete CoreQ questions and eligibility guide. It gathers direct feedback about resident experience and provides practical information for quality improvement.

Purpose of Metric 5

Metric 5 evaluates satisfaction with the overall facility, staff performance, care quality and food. The feedback helps facilities identify strengths and focus improvement work.

Survey administration

An independent entity conducts the survey annually to support objectivity. Facilities coordinate with an approved vendor. Residents answer four standardized questions:

1. In recommending this facility to your friends and family, how would you rate it overall?
2. Overall, how would you rate the staff?
3. How would you rate the care you receive?
4. Overall, how would you rate the food?

Responses use a five-point scale from Poor (1) to Excellent (5).

Data reporting

Facilities report:

• Number of residents who received the survey.
• Number of residents who returned the survey.
• Number of residents who completed the survey.
• Survey administration method, such as written, phone, in-person or online.

The current NursingHomeSurveys.com article states that this information is submitted to the Oregon Department of Human Services by January 31 of the following year.

Exclusions

The article lists residents with significant cognitive impairment, residents with court-appointed guardians, residents on hospice and residents who have lived in the facility for fewer than two weeks.

Approved vendors

Facilities use an approved third-party vendor to administer the survey. Care Analytics offers administration and reporting support for Metric 5.

Using the results

Effective Metric 5 administration helps facilities understand resident experience, target quality improvements and strengthen care.