Provider Member Surveys for Resident and Staff Satisfaction Presented By: Jocelyn Martin & Connie Wolfe May 10th, 2010.

Slides:



Advertisements
Similar presentations
PAINLESS PERIODIC REVIEW Cynthia Steinhoff Anne Arundel Community College Arnold, Maryland.
Advertisements

SteeringCoordinating Data / Research Logistics Community Engagement Community Health Planning Committee Structure Austin / Travis County CHA CHIP.
Collecting Citizen Input Management Learning Laboratories Presentation to Morrisville, NC January 2014.
The key steps in an annual cycle Produce the annual work programme Create an annual Internal Audit plan for approval by the Audit Committee, typically.
OVERVIEW OF ClASS METHODS and ACTIVITIES. Session Objectives By the end of the session, participants will be able to: Describe ClASS team composition.
University of Louisville Employee Satisfaction Survey Presented by Dey Systems, Inc.
Voice Project Survey Report (c) Voice Project Pty Ltd & Access Macquarie Ltd – Overview Of Results Page 1 Guidelines For Interpretation Of Results.
UTILIZING FOCUS GROUPS FOR STRATEGIC ADVANTAGE Bob Dorste, Performance Consultant, EiMF Mary Ann Tietjens, Assistant Superintendent, SSD of St. Louis County.
Strategic Planning Process. UWRC Strategic Plan Components Donor Survey Community Conversations 2014 Community Indicators Report SWOT Analysis (Board/Staff)
National Commission for Academic Accreditation & Assessment Preparation for Developmental Reviews.
Whiteboard Zoom Out OKED TLE Pilot Facilitator Training.
Reporting to Senior Staff FY13 Planning Task Force User Services Task Force November
Position Questionnaire Supervisor Training ND Renew Agenda  Overview  Objectives  Supervisor Role and Responsibilities  Position Questionnaire.
Survey Coordinator Orientation For Technology Provider Surveys California State University IT Operations & Support Services.
Stanford Employee Survey. Topics Background, Purpose of Employee Satisfaction Surveys –Survey Specifics –Survey Participants, Spring and Fall 2010 Fall.
C o n f i d e n c e p e r f o r m a n c e d i s t i n c t i o n q u a l i t y Nursing Facility Family Satisfaction Survey Report Prepared for: Wiley Mission.
GTM for Product Leaders Project Overview A project that guides product leaders and their teams in developing a successful go-to-market strategy.
Organizational Climate Survey. Why Measure Organizational Climate? Organizational climate is one of the most powerful drivers of organizational effectiveness.
0 Resident Assessment Subsystem Overview. 1 Resident Assessment Subsystem (RASS) What is RASS? The RASS survey is a PHA management tool that: Assesses.
1 Public Outreach October 2008 By Adelina Murtezaj – Public Relation Officer For Inaugural Partnership Activity between ICC and ERO.
State of Maine: Quality Management and National Core Indicators.
Do it pro bono. Key Messages & Brand Strategy Service Grant.
CRVA Strategic Plan Fiscal February 2, 2011.
Do it pro bono. Competitor/Collaborator Analysis Service Grant The Strategy Management Practice is presented by Wells Fargo. The design of the Competitor/Collaborator.
Updated Performance Management for Exempt Staff Fall 2009.
Do it pro bono. Strategic Scorecard Service Grant The Strategy Management Practice is presented by Wells Fargo. The design of the Strategic Scorecard Service.
How Do You Benchmark Your Dentists?. Do your measures give you leverage and access to improving your dentists’ practices?
Nursing Excellence Conference April 19,2013
LibQual 2013 Concordia University Montréal, Québec.
2010 Results. Today’s Agenda Results Summary 2010 CQS Strengths and Opportunities CQS Benchmarks Demographics Next Steps.
Trends in Corporate Governance Dr. Sandra B. Richtermeyer, CMA, CPA President, Institute of Management Accountants (IMA) June 21, 2011.
Foothill College Educational Master Planning June 9, 2015.
Atlanta Board of Education AdvancED/SACS “Required Actions” February 14, 2011.
SSM Health Care Category 3: Focus on Patients, Other Customers and Markets Karen Smit, MN, BSN, RN Clinical Quality Administrator.
Commitment to Excellence in Nursing Regulation Presented at the 2004 CLEAR Annual Conference September 30 – October 2 Kansas City, Missouri Kathy Apple,
Engagement at The Health Trust Presented by Quantum Workplace 2014 Executive Report - The Health Trust.
Makerere University Outreach Workshop.  Setting goals  Survey design  Key stakeholders  Implementation  Online survey tools  Survey results.
PRESENTATION TO THE PORTFOLIO COMMITTEE ON PUBLIC SERVICE AND ADMINISTRATION Compliance with the Implementation of the Batho Pele Principle of Consultation.
National Commission for Academic Accreditation & Assessment Developmental Reviews at King Saud University and King Faisal University.
Building Services Committee Member Meeting Update #2 June 7, Building Services Committee.
Mountain View College ModernThink © Survey Results Analyzed MVC College-wide Forum April 9, 2009 MVC Core Values: Celebration of Student & Employee Success.
Copyright, © 2004, Theresa M. Welbourne, Ph.D. 1 HR Confidence June Leadership Pulse Dr. Theresa M. Welbourne Preliminary Report June 16, 2004.
2005 HR Effectiveness Survey Responses and Results.
2010 AHCA/NCAL National Quality Award Program - Silver Overview - Session One Lance Reynolds Kevin Warren Tim Case.
Market Scan & Sustainability Recommendations For Board Discussion November 19, 2008.
Copyright © 2014 Oracle and/or its affiliates. All rights reserved. | Change Readiness Assessment Analysis and Recommendations Presenter’s Name Presenter’s.
Optimizing Business/Marketing Curriculum Dr. Leane Skinner By PresenterMedia.comPresenterMedia.com.
® MTAC Satisfaction Survey May ® Respondents * 89 Respondents * Primarily MTAC representatives (64%) * Association Executives (24%)
Connecticut PEAC meeting Today’s meeting Discussion of draft principal evaluation guidelines (1 hour) Evaluation and support system document.
T HE G ALLUP O RGANIZATION GSA OGP Advisory Committee Engagement Survey ACES 2004 Overall Results October 14, 2004.
Eight Schools Information Security Policies: The Process at Hotchkiss.
LibQUAL Survey Results Customer Satisfaction Survey Spring 2005 Sidney Silverman Library Bergen Community College Analysis and Presentation by Mark Thompson,
Internal Auditing Effectiveness
Are you looking for an opportunity to join a company that has a long history and an exciting future? A place where you can grow within an international.
Joint Warfare Analysis Center 360 Degree Feedback Process Rater Orientation.
Making It Better Planning Employee & Patient Satisfaction November 2010.
U.S. Department of Agriculture eGovernment Program February 13, 2002 eGovernment Working Group Meeting Chris Niedermayer, USDA eGovernment Executive.
Welcome to the Project Management Institute, Long Island Chapter “PMILIC” Volunteer Orientation
Overall NSW Health 2011 YourSay Survey Results YourSay - NSW Health Workplace Survey Results Presentation NSW Health Overall Presented by: Robyn Burley.
*1 Foreign Language in the Elementary Schools (FLES) Proposal Sharon Public Schools: January 21, 2015.
ACF Office of Community Services (OCS) Community Services Block Grant (CSBG) Survey of Grantees Satisfaction with OCS Survey of Eligible Entities Satisfaction.
OWNER BY MFG OUTPUTS Incoming Supplier Quality Audits ( Supplier feedback System) Continuous Improvement plans Yields Cycle Time Problems solving as needed.
Noel-Levitz Student Satisfaction Survey University of Louisville Fall of 2002.
UKZN Employee Engagement Survey – 2013 Overall Report 1.
The Lead Agency Council Sports Trust (Sport Otago) Cluster of clubs Interested parties / other.
Strategic planning A Tool to Promote Organizational Effectiveness
Main Page.
Main Page.
Building a Strategic Plan
Presentation transcript:

Provider Member Surveys for Resident and Staff Satisfaction Presented By: Jocelyn Martin & Connie Wolfe May 10th, 2010

2 Today’s Agenda Steering Committee –Role of Committee –Point Person Product Overview Timeline Demographics and Survey Tools –Independent Living –Assisted Living –Skilled Nursing –Staff

Holleran Overview

4 Who is Holleran? An independent research firm located in Lancaster, Pennsylvania Founded in 1992 by Michele Holleran Approximately 75 staff members Niche within CCRC/Not-for-Profit Market Provide stakeholder research services to the Senior Living Sector and Health & Human Services Industry

5 Holleran’s Core Values  Integrity & Honesty  Customer Intimacy and Satisfaction  Teamwork  Innovation  Passion

6 Holleran’s National Databases 99% not-for-profit, mission driven organizations Holleran’s National Benchmark –IL: +57,000, 33 states, 221 communities –AL: +7,800, 33 states and Canada, 197 communities –SN: +10,000, 31 states and Canada, 193 communities –HUD: +9,500, 9 states, 141 communities –AcuteCare: +2,264, 20 states, 67 communities –Staff: +46,500, 34 states, 281 communities –Large presence in Pennsylvania IL 71communities AL 69 communities SN 71communities Staff 57communities Average response rate above 70%

Steering Committee

8 Role of Steering Committee –Determine appropriate factors and demographics for use on all surveys IL, AL, SN Staff 4-6 pages in length factors depending respondent type Optional comments –Feasibility of timeline –Communication process

Product Overview

10 Product Overview Survey Process –Kit for each participating community, provided by Holleran –Step-by-step instructions from project kickoff meeting to survey implementation and distribution Importance of pre-communication & sample letters Best Practices to achieve a high response rate-goal of 70% Survey tool(s) Timeline

11 Community Responsibilities Work with Marketing Contact at Holleran to develop and adhere to timeline Follow recommended survey process –Printing of surveys –Pre-communication to respondents –Distribution of surveys Act as a cheerleader for the project

12 PANPHA Member Deliverables Sent via Electronic Mail Guidelines for interpreting the report Respondent demographics Highest and Lowest performing factors Key Drivers of overall satisfaction Comparison to Holleran’s National Database, where applicable Community comparisons, ranking by factor(for multi- site communities) Verbatim comments by dimension and community - for multi-site organizations (if selected)

13 PANPHA Association Deliverables Hard-Copy of Aggregate Report Guidelines for interpreting the report Executive Summary of overall results/findings Respondent demographics Highest and Lowest performing factors Key Drivers of overall satisfaction Comparison to Holleran’s National Database and PANPHA’s overall association, where applicable CD-ROM containing report information Two hours of post-report analyses

Timeline

15 Timeline Kickoff Meeting May 10 th Final Survey Development –May 26 th - Factor and Demographic selections due to Holleran –June 2 nd - Holleran submit survey drafts to Steering Committee for review –June 7 th - Final survey approvals due to Holleran Product Rollout – June 14 th

Demographics and Survey Tool

17 Demographics and Survey Tools All participants will utilize the same survey tools and demographics Demographics –Need to be general to cover all potential respondents –Typically 5-7 categories Survey Tools –Factor lists provided by Holleran –Able to add custom “PANPHA” factors

18 Survey Tools, Continued Resident Satisfaction –1 to 5 Likert Scale Very Poor to Excellent, N/A option –Independent Living 55 factors –Assisted Living & Skilled Nursing 35 factors Staff Satisfaction –1 to 5 Likert Scale Strongly Disagree to Strongly Agree, N/A option 55 factors

19 What to Keep in Mind When Selecting Factors Key Drivers Most Used Factors Individual selections vs. Group selections Think “Big Picture” Consideration of Custom Factors –Opportunity to gather member (resident/employee) specific feedback

20 Contact information: Jocelyn Martin