Spring 2005
XYZ Manor
NURSING HOME RESIDENTS' PERCEPTIONS
During the spring of 2005 a total of 30 consenting and cognitively intact residents of the XYZ Manor nursing home were interviewed regarding their care and services. The residents' ages ranged from 54 to 103 years. Fourteen residents were males and sixteen were females. The ethnic background of all residents was white (non-Hispanic). All quantitative ratings and comments of the interviews are summarized in the following report.
General Summary Scores
| Strongly Disagree to Disagree | Neutral | Agree to Strongly Agree | |
| General Satisfaction | 11% | 45% | 44% |
| Satisfaction with Care & Services | 6% | 25% | 69% |
| Satisfaction with Assistants | 12% | 47% | 41% |
| Satisfaction with Nurses | 0% | 44% | 56% |
Comments from Multiple Residents1
| Like Best about Facility | Like Least about Facility |
| The activities, 9x | Food isn't good, 13x |
| Nurses and other staff are good/nice, 9x | Not enough help/need more CNA's, 7x |
| Nothing, 4x | Nothing, 6x |
| Have the best rehab system, 2x | Miss being home, 4x |
| Friendly atmosphere, 2x | Clothes don't come back from laundry, 3x |
| Other residents are nice, 2x | Wait too long before lights are answered, 3x |
| Playing bingo, 2x | Roommate isn't nice, 2x |
The questions were:
"Thinking about your overall time in this nursing home, what do you like best about it?"
"Thinking about your overall time in this nursing home, what do you like least about it?"
| How Residents would deal with Potential Problems |
| Talk to head nurse, 2x |
| Go to the administrator, 6x |
| Talk to the person first. If that doesn't help, go to the head nurse, 6x |
| Talk it over with the person, 6x |
| Don't know what to do, 2x |
| Tell the nurses, 2x |
The question was:
"If you had a problem with a particular staff person how would you deal with it?"
| Suggestions for Improvement | Potential Complaints |
| More(capable) help, 8x | We need more help, 7x |
| Better food, 4x | The food isn't (always) good, 7x |
| Wider variety of special activities, 2x | Beds aren't made very well, 2x |
| More activities in the evening and Sundays, 2x |
Help should come sooner, 2x |
| More entertainment/activities, 2x |
The questions were:
"What could be done to make your nursing home more enjoyable?"
"If you had a complaint what would it be?"
1Note: These comments are given by more than one resident. Comments given by only one resident are at the end of this report.
Table 1. General Satisfaction
| Strongly Disagree | Disagree | Neutral | Agree | Strongly Agree | ||
| Residents feel comfortable living in nursing home. | 5% | 15% | 5% | 68% | 8% | |
| Care could be better. | 3 | 33 | 3 | 50 | 13 | |
| Care is good. | 3 | 0 | 0 | 82 | 15 | |
| Residents like most of the staff that care for them. | 3 | 0 | 0 | 55 | 43 | |
| Residents are satisfied with their care. | 0 | 10 | 0 | 68 | 23 | |
| Some services could be improved | 0 | 20 | 3 | 53 | 25 | |
Italicized comments are negative, so strongly disagree is most positive response.
Overall mean score with a range of 1-5 is 3.47. The higher the score the more favorable the response.
Table 2. Satisfaction with Care and Services
| Strongly Disagree | Disagree | Neutral | Agree | Strongly Agree | ||
| Residents feel staff show a personal interest in them. | 0% | 5% | 5% | 68% | 23% | |
| When residents have a complaint, something is done about it. | 10 | 21 | 13 | 44 | 13 | |
| Residents are satisfied with their care. | 0 | 10 | 0 | 68 | 23 | |
| Residents' rooms and surroundings are clean. | 0 | 5 | 0 | 68 | 28 | |
| Residents can see a doctor as often as they wish. | 0 | 3 | 3 | 73 | 23 | |
| When residents need help, someone comes within a reasonable time. | 10 | 23 | 8 | 56 | 3 | |
| Residents feel they have enough privacy. | 5 | 10 | 0 | 60 | 25 | |
| Residents feel nursing home is a cheerful place. | 3 | 10 | 0 | 72 | 15 | |
| Residents feel their lives are boring in nursing home. | 13 | 35 | 3 | 43 | 8 | |
Italicized comments are negative, so strongly disagree is most positive response.
Scores range from 0 to 2, with a mean of 1.59. The higher the score the more favorable the response.
Table 3. Satisfaction with Staff
| Strongly Disagree | Disagree | Neutral | Agree | Strongly Agree | Mean Score | ||
| Staff treat residents with respect. | Assistants | 0% | 5% | 0% | 65% | 30% | 4.20 |
| Nurses | 0 | 0 | 0 | 60 | 40 | 4.40 | |
| Staff usually listen to residents | Assistants | 0 | 18 | 11 | 53 | 18 | 3.72 |
| Nurses | 0 | 3 | 3 | 65 | 30 | 4.22 | |
| Staff seem to like their work. | Assistants | 0 | 3 | 5 | 75 | 18 | 4.07 |
| Nurses | 0 | 3 | 0 | 78 | 20 | 4.15 | |
| Staff are flexible without complaining. | Assistants | 0 | 13 | 0 | 66 | 21 | 3.95 |
| Nurses | 0 | 3 | 10 | 69 | 18 | 3.95 | |
| Staff seem to like their residents. | Assistants | 0 | 3 | 3 | 62 | 33 | 4.26 |
| Nurses | 0 | 0 | 5 | 72 | 23 | 4.18 | |
| At least one staff person is very special to the resident. | Assistants | 0 | 15 | 5 | 45 | 35 | 4.00 |
| Nurses | 0 | 10 | 0 | 55 | 35 | 4.15 | |
Scores range from 1 to 5, with the higher the score the more favorable the response.
Table 4. Miscellaneous Ratings
| Strongly Disagree | Disagree | Neutral | Agree | Strongly Agree |
||
| The food is good. | 20% | 25% | 3% | 45% | 8% | |
| Most of the nursing assistants have the skills to provide the care needed. | 0 | 3 | 3 | 85 | 10 | |
| Most of the nurses have the skills to provide the care needed. | 0 | 0 | 3 | 58 | 40 | |
| Residents have a choice of going to bed when they want. | 0 | 0 | 0 | 60 | 40 | |
| Residents have a choice in deciding what clothes to wear each day. | 0 | 0 | 0 | 45 | 55 | |
| The amount of noise bothers residents. | 13 | 43 | 3 | 28 | 15 | |
| Some belongings have disappeared from residents' rooms. | 13 | 45 | 5 | 23 | 15 | |
| Life is better than expected when first came to nursing home. | 3 | 8 | 33 | 41 | 15 |
Italicized comments are negative, so strongly disagree is most positive response.
Note: Due to rounding, percentages do not always equal 100%
Comments from Individual Residents
| Like Best About Facility | Like Least About Facility |
| Being in contact with other people (not being by yourself) | At night it takes too long before lights are lowered. |
| Computer facility | Be away from family |
| Cruising in the hall | Food is decent but could be better. |
| Decent meals, toilet care and overall health care | I would like to eat more junk food. |
| Dinner trips with residents | I would like to sleep longer in the morning. |
| Everything | It is hard to live around the more mentally impaired residents, because
it's hard to visit. |
| Good quality of care | It used to be good, but it is going downhill. |
| Helping the nursing staff | Neighbors make noise. |
| I first liked all the CNA's (but it is going downhill). | No comment. |
| I like the music that they sometimes have. | Nobody wants to teach me
how to use my wheelchair. |
| If you need something, you get it. | Not enough company |
| It is just all right living here. No specific best things. | The activities like painting are stopped. |
| Nice room | The administrator is tap-dancing around everything you ask. (higher level is the problem) |
| The individual treatment of the CNA's and nursing care is good. | The bed isn't made the way it should be. |
| The schedules they have | The different ages of residents |
| This place feels like home. | The necessity of being here |
The questions were:
"Thinking about your overall time in this nursing home, what do you like best about it?"
"Thinking about your overall time in this nursing home, what do you like least about it?"
| How Residents would deal with Potential Problems |
| Go to the head nurse and if that doesn't help to the administrator |
| Go to the social worker |
| Talk to care coordinator |
| Tell my daughter, she will know what to do |
| There is no way to deal with that because no one will tell you anything. |
The question was:
If you had a problem with a
particular staff person how would you deal with it?
| Suggestions for Improvement | Potential Complaints |
| Better atmosphere | Can't get anyone to give you an answer, nurses and CNA's nees to be better informed to keep the residents better informed. |
| Have a bus again to go out | I don't like my roommate. |
| Keep on doing what they are doing now | If something is asked for, it isn't always done promptly and it doesn't always get done. |
| Less gossip (residents minding their own business) | It takes too long before I get my pills. |
| More entertainment and better scheduled around rest periods | It's a little noisy at night. |
| More TV's | Laundry must be improved. |
| Nicer residents | Not enough individual attention |
| No stealing | Nothing gets taken care of promptly. |
| Nothing, they do almost everything right. | Other residents take things from my room. |
| Private rooms | Some nurses/CNA's aren't very helpful or nice. |
| Some of the CNA's are not capable ( not trained well enough) | |
| Sometimes, the CNA's don't do their work. When something is asked they don't do it | |
| Stealing of laundry and going through dressers | |
| The hours of the meals aren't good. | |
| The place. | |
| They forget bringing medicine. | |
| They have too many higher-level help and too little CNA's. | |
| Too cold in the room |
The questions were:
"What could be done to make your
nursing home more enjoyable?"
"If you had a complaint, what would it be?"