WAUSAU, Wis. – Rhode Island’s nursing homes did better than those in any other state in the My InnerView Excellence in Action awards, with 25 facilities – 29 percent of the total – ranking among the country’s best in customer and work force satisfaction, nearly triple the national average.
My InnerView is an applied research and quality-improvement firm that helps the elder care industry measure, benchmark and enhance performance.
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While state and federal surveys focus primarily on regulatory compliance and health outcomes, My InnerView rates facilities based on two key questions: “What is your recommendation of this facility to others?” for residents and their families, and “What is your recommendation of this facility as a place to work?” for employees.
More than 5,000 facilities were reviewed in the 2009 satisfaction survey, and Excellence in Action awards were given to those who had at least a 30 percent response rate and who ranked in the top 10 percent for respondents rating their facility as “excellent” in either survey.
Rhode Island nursing homes also tend to score well above average by other quality measures, but in the industry, customer satisfaction scores are particularly valued – because, as nursing home administrators see it, they most accurately reflect how well they treat residents.
Local nursing homes are also struggling financially right now, stressed by already low reimbursement rates, a Medicaid overhaul that favors non-institutional care, and state budget woes that could lead to even more funding cuts.
In that context, industry leaders were particularly pleased by the satisfaction-survey scores.
“Despite a precarious funding stream, our providers manage to deliver top quality health care to Rhode Island’s nursing home residents,” said Virginia Burke, president and CEO of the Rhode Island Health Care Association, which represents 61 mostly for-profit nursing homes and rehabilitation facilities.
“Rhode Island’s providers,” Burke added, “are extremely proactive in implementing quality initiatives that promote the best quality of life possible for those living in our facilities.”
Rhode Island has a total of 86 licensed nursing homes. Nonprofit facilities are represented by the Rhode Island Association of Facilities and Services for the Aging.
Sixteen of the winners had made the top-performers list before. They are listed in alphabetical order, with a “C” if they won for customer satisfaction and a “W” if they won for work force satisfaction, or “C&W” for both:
- Alpine Nursing Home, Coventry (C)
- Ballou Home for the Aged, Woonsocket (C)
- Brentwood Nursing Home, Warwick (C)
- Hallworth House, Providence (C)
- Jeanne Jugan Residence, Pawtucket (C)
- Orchard View Manor Nursing and Rehab, East Providence (W)
- Overlook Nursing and Rehabilitation Center, Pascoag (C)
- Saint Antoine Residence, North Smithfield (C)
- Saint Elizabeth Home, East Greenwich (C)
- Saint Elizabeth Manor, Bristol (C)
- Scallop Shell Nursing and Rehabilitation Center, Peace Dale (C)
- Shady Acres, West Kingston (C)
- Sunny View Nursing Home, Warwick (C)
- Village House, Newport (C)
- West View Health Care Center, West Warwick (C)
- Westerly Nursing Home, Westerly (C)
An additional nine facilities were new winners:
- Avalon Nursing Home, Warwick (C)
- Grand Islander, Middletown (C)
- Hattie Ide Chaffee Home, East Providence (C)
- Kent Regency, Warwick (C)
- Mount St. Rita Health Centre, Cumberland (C)
- Steere House Nursing and Rehabilitation Center, Providence (C)
- The Friendly Home, Woonsocket (C)
- The Holiday Retirement Home, Manville (C)
- Tockwotton Home, Providence (C&W)
For more information about My InnerView and its satisfaction surveys, go to www.myinnerview.com.
