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Research on Aging, Vol. 26, No. 4, 454-480 (2004)
DOI: 10.1177/0164027504264435
© 2004 SAGE Publications

Consumer Satisfaction in Nursing Homes

Current Practices and Resident Priorities

Joanne P. Robinson

College of Nursing, Rutgers, The State University of New Jersey

Judith A. Lucas

Institute for Health, Health Care Policy, and Aging Research, Rutgers, The State University of New Jersey

Nicholas G. Castle

RAND

Timothy J. Lowe

Institute for Health, Health Care Policy, and Aging Research, Rutgers, The State University of New Jersey

Stephen Crystal

Institute for Health, Health Care Policy, and Aging Research, Rutgers, The State University of New Jersey

Surveys of resident satisfaction are commonplace in most nursing homes, although surveys used in many facilities may be biased toward concerns of providers and regulators instead of residents. In this study, content for a nursing home satisfaction survey was synthesized from analysis of 11 published and 5 commercially available instruments, as well as qualitative data from interviews with a diverse group of 15 residents in three New Jersey nursing homes. Content analysis of the 16 instruments yielded six broad domains of resident satisfaction: activities, care and services, caregivers, environment, meals, and well-being. Data from residents yielded 87 discrete areas of content across the six domains. In all domains except meals, existing instruments failed to address at least one area of content considered important by residents. Findings from this study provided a framework to generate items for a standardized resident satisfaction survey to be used in New Jersey nursing homes.

Key Words: nursing home resident satisfaction • satisfaction surveys • long-term care quality • nursing homes


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