What is the Ohio Long-term Care Facility Resident Satisfaction Survey? Ohio Revised Code section 173.47 requires the Ohio Department of Aging to conduct a customer satisfaction survey of each long-term care facility. The Department surveys long-term care facility residents and families on alternate years. This year, residents of all nursing facilities and residential care facilities will be surveyed using a standardized survey and structured interview procedure to measure their satisfaction with your facility.
What is the purpose of the Long-term Care Facility Resident Satisfaction Survey? The purpose of the survey is:
  1. To increase long-term care facility awareness of resident perspectives of their services.
  2. To provide long-term care facilities with information on which to base quality improvement activities.
  3. To provide resident satisfaction information on the Long-term Care Consumer Guide (www.ltc.ohio.gov), an online public report that helps people who are looking for a long-term care facility make informed choices about long-term care for themselves or their loved one(s).
Who is funding this project? In accordance with state law, the Department of Aging collects an annual fee from nursing facility and residential care facilities to help support the cost of the Ohio Long-Term Care Consumer Guide, including the family and resident satisfaction surveys. Each nursing and residential care facility is charged a fee annually that supports the cost of the survey.
How are interviewers trained? Interviewers complete an intensive 3-day training that includes classroom instruction and practical experience conducting supervised interviews of residents with expert feedback. They learn how to administer a structured interview the same way to each resident and the same way as all the other interviewers are administering it. They are taught to approach each resident on the list with a positive attitude, regardless of appearance, believing that he or she will be able to provide opinions about their long-term care facility experiences. If a resident gives no answer, or gives answers that are not related to the stated question, to four questions in a row, the interview is discontinued and the resident is thanked for their time and helpfulness. If the resident gets tired in the middle of the interview, the interviewer may come back at a later time to complete it.
Interviewer training stresses that interviewers are not conducting an observation study and their own personal views about a long-term care facility are of no importance. Interviewers have a unique role, serving as the voice to hear and record the opinions of the residents who reside in the facilities. Two experienced quality assurance monitors will visit different interviewers each day in facilities across the state, conducting quality assurance activities and providing reinforcement and corrective feedback to interviewers.
Can we get a copy of the results? Upon completion of the survey project, the Ohio Department of Aging will post results on the Long-Term Care Consumer Guide website (www.ltc.ohio.gov). We expect results to be available in the spring of 2018.
Is this an anonymous survey? No, but it is confidential. The survey uses a resident identification number assigned by Vital Research to keep residents’ answers confidential. Vital Research does not disclose the names of residents who participated in an interview and all residents’ answers are sent directly to Vital Research, an independent research organization. Individual resident surveys will be destroyed at the end of the survey project. All results are reported in aggregate to protect the anonymity of individual respondents.
How long does the interview take? The interview is brief and takes approximately 15-20 minutes to complete.
Why are residents with dementia being interviewed? Learn more about interviewing residents with dementia and/or cognitive impairment »
What about the accuracy of the opinions of residents with dementia? Learn more about interviewing residents with dementia and/or cognitive impairment »
Why not let staff or families guide the interviewer to residents who can be interviewed? Interviewers use questions and techniques that are specially designed to elicit answers from residents with impairments. People who appear unresponsive or uncooperative to family members or staff may very well be able to participate in an interview. Allowing an independent third party (Vital Research) to randomly sample residents also reduces the potential for bias.
Why not let the staff and families answer for residents? Many studies have shown that staff and families provide different answers from one another and different answers from residents. Each group’s opinions are important, but they cannot substitute for one another.