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Taking the Initiative: Achieving Customer Satisfaction Success

The AHCA/NCAL Quality Initiative is a national, multi-year e ffort to further improve quality of care in America’s long term and post-acute care centers. Since the launch of the Initiative in 2012, members have been challenged to meet measurable targets in key areas such as hospitalizations, customer satisfaction, functional outcomes, and antipsychotics usage.

Sarah Schumann, Director of Operations at Brookside Inn in Colorado, shares the key to their success with the customer satisfaction CoreQ survey. With more than 95% satisfaction, Brookside Inn finds communicating in all respects – with residents, staff, and families – as a crucial factor for achieving success with AHCA/NCAL’s Quality Initiative Customer Satisfaction measure. Watch here.

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