Daily Editors' Notes

Putting quality to the test

Share this article:
Putting quality to the test
Putting quality to the test
When it comes to embracing quality, long-term care operators are making great strides. Most seem to realize that many of the old ways of getting the job done don't cut it anymore. It's a rare facility that isn't offering better care these days.

Unfortunately, the field is a relative newcomer to the quality game. And many customers and former customers can recite tales that would make a vulture nauseous.

LeadingAge President and CEO Larry Minnix likes to say there will be two kinds of nursing homes in the future: the good and the non-existent. I couldn't agree more. But quality, like so many other things, tends to be judged subjectively.

When he was the CEO of Scandinavian Airlines Systems, Jan Carlzon wrote a book called Moments of Truth. His main point was that satisfied customers are the only true measure of a company's success. Moreover, it is the numerous short bursts of interaction between companies and customers that ultimately determine how quality is perceived.

Much is being said and written about the QIS, the MDS, QualityFirst, and other quality-related benchmarks. But these terms don't really mean much to your residents and their families. In the end, it's the make-it-or-break-it interactions that they'll remember. There is no better test of quality than how your community performs during these moments of truth.

Share this article:
close

Next Article in Daily Editors' Notes

Daily Editors' Notes

McKnight's Daily Editor's Notes features commentary on the latest in long-term care news. Entries are written by Editorial Director John O'Connor on Monday and Friday; Staff Writer Tim Mullaney on Tuesday, Editor James M. Berklan on Wednesday and Senior Editor Elizabeth Newman on Thursday.

    ALL MCKNIGHT'S BLOGS

    More in Daily Editors' Notes

    Could you make money if Mom's nursing home does a good job?

    Could you make money if Mom's nursing home ...

    A man recently raised more than $51,000 ... to make potato salad. And in a similar type of online campaign, senior living investment company Mainstreet raised more than $1.6 million ...

    Finally, a Medicaid funding plan that actually makes sense

    Finally, a Medicaid funding plan that actually makes ...

    When politicians talk about Medicaid funding and nursing homes these days, an unsettling theme often emerges: the need to spend less of the former on the latter.

    What are the scouts saying about your long-term care organization?

    What are the scouts saying about your long-term ...

    There is no draft in senior living, nor really a need for one. But what if its three most dominant players were to be sized up? How might the scouts ...