The Division of Health Care Quality recently completed the second survey of responsible party satisfaction with the personal care, services and environment for residents in nursing homes across Massachusetts. We are pleased to bring the 2007 results and comparisons with the 2005 results to consumers and providers as they evaluate the quality of services in Medicare and Medicaid certified facilities. The survey measures the satisfaction of a daughter, son, spouse or other responsible party with six domains: a nursing home's staff and administration, physical aspects of the home, activities provided to residents, personal care, food and meals and residents' personal rights. Additionally, the survey measures overall satisfaction and satisfaction that residents' needs are met. A new question was added in 2007 asking whether responsible parties would recommend this nursing home to a friend or family member. A full report on the survey and results can be found at the Executive Summary Report.
The survey asked a total of 54 questions. Respondents rated their satisfaction on a scale of 1-5, with 1 = very dissatisfied; 2 = dissatisfied; 3 = neither satisfied; nor dissatisfied; 4 = satisfied; and 5 = very satisfied. The new question requires a yes or no reply. This site displays the average domain score for all facility with statistically significant response rates. In addition, statewide averages are displayed for each domain.
In 2007, participation by nursing homes was made mandatory. As a result, 100% of the 439 eligible facilities in the State did participate. Surveys were first mailed in January, 2007 and responses through early April, 2007 are represented in the results. A total of 20,883 surveys were returned giving a response rate of 61%. The response rate in 2005 was 64%. A little over half of the respondents report that their resident had been in the facility for more than two years. Most respondents visited at least once a week, usually during the day. They are listed under Other Facilities. Almost two thirds are female. The majority are between the ages of 50-69 years old. The demographics remained the same in 2007.
Nineteen facilities agreed to participate, but had response rates that were too low to include on the individual facility results page. Their survey responses are included in the state averages, however. They are listed under Other Facilities.
Market Decisions in Portland, Maine, a commercial research firm, has conducted both the 2005 and 2007 surveys. The survey itself was extensively tested prior to 2005. Market Decisions sent the survey to responsible parties and tracked the returns. Based on a statistically valid analysis, they have prepared a facility specific report for each nursing home along with a guide for interpreting results and an executive summary with aggregated results. The study was conducted with the assistance of the Massachusetts Extended Care Federation and Massachusetts Aging Services Association.
About the Results
Average statewide scores for overall satisfaction and each domain are reported. Averages are calculated by adding up all the scores on the 1-5 scale for a domain and dividing by the total number of responses. Both the 2005 and 2007 results are shown.
These scores are reported as weighted averages along with 95% confidence intervals. The confidence interval is a measure of statistical reliability of an average score. Caution should be exercised in comparing scores that are near each other since small differences in average scores may not be statistically significant. For more information on confidence intervals and interpreting differences in scores, please see the Executive Summary Report.
Interpreting the Results
The survey provides a baseline measure of satisfaction. Consumers can choose to look at an individual facility's results or at facilities within a particular town. They can make the following comparisons:
- Compare a facility's results to other facilities across the State.
- Compare a facility's averages to statewide averages.
- Compare a facility's average to those of others in the same town.
- Compare a facility's average to others for each of the six domains.
- Compare a facility's scores between 2005 and 2007 for those facilities who participated in both years.
For further information on interpreting the results, please see the Executive Summary Report.
How to Use the Site
Individual facility scores are organized by facility name, which is in the first column on the left hand side of the page. They are listed alphabetically. You need to scroll down the page until you find the facility for which you want to see the results. The next listing to the right is the city for each facility. The next set of columns, also to the right, contains the results:
- Overall Satisfaction
- Satisfaction that resident needs are met
- Satisfaction with the administration and staff
- Satisfaction with the physical aspects of the home
- Satisfaction with the activities provided residents
- Satisfaction with personal care
- Satisfaction with food and meals
- Satisfaction with protection of personal rights.
Please see Individual Questions to see the actual survey.
We are continuing to develop this site to provide searching and sorting capability to improve access to information on specific facilities.
Other Data Sources
The Massachusetts Department of Public Health continually updates the website Nursing Home Report Card, which provides survey results for all Medicare and Medicaid facilities in the State. The Federal Centers for Medicaid and Medicare Services has a similar site called Nursing Home Compare ( www.medicare.gov/NHCompare/home.asp) that gives consumers current information on quality measures, staffing and survey results.
Both government organizations and private associations provide information and services to those residing in a nursing home, making a placement or seeking information on a variety of subjects.
Choosing a Nursing Home
Choosing a nursing home for yourself or a loved one is a very important decision. Discuss the issue thoroughly with the individual involved and his or her personal physician. Consider what the travel limits are for those who will be visiting the person receiving services and identify the communities and nursing homes within those limits.
<strong>Suggested Topics and Questions</strong>
As you seek to learn about a specific facility or are comparing facilities, you can consider a range of topics to assist you.
Copies of the Report and Questions
If you need a hard copy of the Executive Summary Report or if you have any questions about the survey, please call 617-753-8000.
Comments and Feedback
If you have any comments about using this website, please send us feedback.
This information is provided by the Division of Health Care Quality within the Department of Public Health.