Customer Satisfaction Core Elements Gain Support

Nancy Leveille and Lisa Volk in Clinical & Quality

AHCA has been working on customer satisfaction core element questions (CoreQ) for SNF across the county to use when measuring resident/family satisfaction. They have recently been endorsed by the National Forum for Quality. (See article from Provider Magazine). NYSHFA and the Foundation for Quality Care have been utilizing the CoreQ, as additional questions to our main survey, in 35 SNF in NYS as part of the DOH grant funded customer satisfaction project. NYSHFA has been advocating for use of standardized questions that have been tested for reliability and validity that could be used universally.

NYSHFA CONTACTS:

Nancy Leveille, RN, MS
Sr. Director, Member Operational Support
518-462-4800 x20

Lisa Volk, RN, B.P.S., LNHA
Director Clinical & Quality Services
518-462-4800 x15