Scenario: You are the Administrator of a 200 bed Nursing Home located in the Bronx New York. You conducted an internal 20 question customer satisfaction survey for the long and (20 bed) short-term unit. The CNAs helped the residents complete the surveys as required. The response rate was 7% and the score for each survey question related to staff attitude and satisfaction with services provided by each discipline all scored below 60%. Develop a detailed corrective action plan to include improving the response rate i.e., a more effective and objective way to disseminate surveys, as well as methodologies to address the low scores in staff attitude, poor communication, lack of cleanliness, insufficient activities, delays in care, poor patient outcomes.
Using your knowledge of PDSA, select a potentially identified issue/concern and develop the PDSA steps to take a QI team through the process of resolving the issue.
