San Francisco Bay Area's leading provider of nursing and home health care services
NURSING RESOURCES
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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:

  • 92% Excellent
  •   8% Good

 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.