RESIDENT AND FAMILY SATISFACTION SURVEYS

Resident and Family Satisfaction Surveys are completed, at minimum, annually.

The Resident Satisfaction Survey is conducted collaboratively by NSHN’s Patient Relations Officer and our team of trained volunteers. Each resident is directly engaged in-person during the survey process, and a visual satisfaction scale is available to and provided to those residents who require additional modalities to provide their response.

Survey questions assess the following indicators:

• Quality of Care

• Physiotherapy and Activities

• Environment and Facility

• Food

• Linen

• Administration/Patient Relations

• Overall Satisfaction with care and services

  NOTE: Responses/feedback provided by a family member or loved one during this process are not included with resident-specific data. Instead, this feedback is directed to the Patient Relations Officer, who then conducts the Family Satisfaction Survey with the family member/loved one.

The Family Satisfaction Survey is conducted by NSHN’s Patient Relations Officer. The survey is facilitated over the phone or via email with the “main contact” (family member/loved one/POA) for each current resident at Golden Birches.

Survey questions assess:

• Perception of resident safety

• Family involvement in care and “having a voice”

• Accessing and engaging the Patient Relations process

• Interactions with LTC staff

• Overall satisfaction with care and services provided