Recently The Inn at Marietta participated in a customer satisfaction survey. The survey, which was conducted anonymously, includes results from residents and resident’s family members from The Inn at Marietta.
The results were generated through a customer satisfaction program designed by OCAL to measure assisted living facility quality, and to provide participating facilities with tools for quality improvement. The Inn at Marietta participated in this quality initiative, which is provided at no charge to Association members.
OCAL consulted with Saperstein Associates, an independent research firm from Columbus, to make sure the customer satisfaction survey was as objective and valid as possible. The survey was conducted according to a detailed written protocol, family questionnaires were returned directly to OCAL, and resident surveys were administered whenever possible by people from outside the facility.
100 percent of residents and 98 percent of family members are satisfied or very satisfied with both the quality of health care and the overall experience provided at The Inn at Marietta, according to results from a satisfaction survey released today by The Ohio Centers for Assisted Living (OCAL). The results also show that 100 percent of residents and 98 percent of families would recommend their facility to others needing assisted living services. Statewide, more than 98 percent of residents and their families expressed satisfaction with Ohio’s nursing facilities.
The resident and family satisfaction questionnaires look at 18 satisfaction indicators, including health care, food, emotional support, safety, cleanliness and independence. At The Inn at Marietta, the highest scores were given for Overall satisfaction, Quality of Health Care, Appearance, Cleanliness, and Transportation provided; 100 percent of residents and 98 percent of families were satisfied. The lowest scores were given for food; 94 percent of residents and 89 percent of families were satisfied.
Under the new program, OCAL compiles reports for individual facilities from standardized, anonymous questionnaires completed by nursing facility residents and their families, and from computerized resident health assessments generated by the state of Ohio.
The reports will allow The Inn at Marietta to compare performance against the average performance of other facilities, to gauge changes in facility quality over time, and to identify areas for improvement and to monitor progress. The Inn at Marietta also receives training programs and additional materials on how to use the data from the reports to make a difference in resident’s lives.
As you already know, The Inn at Marietta is a Senior Assisted Living Facility located on Browns Road in Reno, Ohio near the banks of the Ohio River. It is a 99 bed facility which has been in operation since September, 1997. Management at The Inn at Marietta is constantly striving to improve the services and accommodations it provides to its residents. Most recently their focus has been on delivery of service. The Management and Staff at The Inn at Marietta want to take this time to thank those of you that participated in the survey and hopefully the improvements that we are making will address any concerns that you may have now, and going forward. We are committed to providing the best possible quality of care for you and your loved ones.
The Ohio Centers for Assisted Living is a non-profit association represents more than 160 assisted living facilities in Ohio. The organization is an affiliate of the Ohio Health Care Association, a non-profit association of nearly 750 nursing, ICF/MR, and residential care facilities caring for more than 70,000 Ohio residents. It is the largest long-term care association in the state, and the only chartered Ohio affiliate of the American Health Care Association, representing 20,000 long-term care facilities nationwide.
