NR Quality Performance
As part of Nursing Resources’ commitment to the highest standards
in patient care, the Director of Clinical Services oversees all
quality initiatives coordinated by the Performance Improvement Coordinator.
Quality performance of the agency's clinical operations and compliance
with documentation and regulations are monitored, tracked and
analyzed in the following areas throughout the year and statistical
results are presented to the Professional Advisory Board for review
and approval bi-annually:
• Patient Satisfaction Survey
• Physician Satisfaction Survey
• Referral Source Satisfaction Survey
• Patient Complaints
• Clinical Record Audits
• Infection Control
• Hospitalizations
• Incidents
• OASIS Outcomes (OBQM,OBQI)
• Home Health Compare
• Diabetic Management
2011 Satisfaction Survey Results
Patient Satisfaction Survey 2011
A patient satisfaction survey was conducted; 49 client satisfaction surveys were mailed out and 36 clients responded, resulting in a response rate of 73%. When clients were asked
Is there any staff person that you would like to recognize for delivering quality service to you? The names most commonly listed were those of our case managers Freida Magnaye and Sandra Baker were recognized by clients for delivery of quality service numerous times.
Patient’s comments & Suggestions
“Excellent services! No other comments.”
“Very satisfied with the therapist.”
“We are Satisfied with the services and the nurses.”
“Freida and Ahman were both very helpful and always professional. I would definitely use your services again. Exceptional service was provided no improvement is needed.”
“My nurse was helpful and nice.”
“Sandra has a keen understanding of all this and is very pleasant.”
“They did an excellent job and we really appreciate all they did…..job well done.”
Physician Satisfaction Survey 2011
35 physician surveys were mailed out and we received a response of 23. The response rate was 65%. This is how we rated.
I rate the quality of care provided by Nursing Resources as
- 52% Excellent
- 39% Good
- 9% Fair
- 0% Poor
Referral Satisfaction Survey 2011
We received a response rate of 50% for referral surveys that were faxed. On the last question, “Rate the quality of care provided by Nursing Resources”, results were:
The overall response on all satisfaction surveys demonstrated the HHA did very well.
Clinical Record Audits to ensure conformance with
regulations – Audits are conducted in accordance
with Title 22 Regulations. A sample size of 5% of the total patient
census or a minimum of 20; a maximum of 100 patient records are
reviewed quarterly. The audits are based on pre-set criteria and
are to be reviewed with participation by each discipline providing
care.
