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:

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.


    More in Daily Editors' Notes

    Glen Campbell Alzheimer's documentary brings out the stars — caregivers and celebrities alike

    Glen Campbell Alzheimer's documentary brings out the stars ...

    As readers of this blog may recall, my expectations for the special screening of the new documentary about music superstar Glen Campbell's journey with Alzheimer's disease were high. Sunday night's ...

    Subliminal messages: A basic part of nursing home care?

    Subliminal messages: A basic part of nursing home ...

    "Will your app deliver subliminal messages to my residents?" I did not hear that question yesterday while I wandered the expo hall at the annual LeadingAge conference. But perhaps I ...

    In long-term care, success can be bad for business

    In long-term care, success can be bad for ...

    To get an idea of why different fiscal rules seem to apply to the long-term care sector, look no further than Netflix.