State of Indiana
Nursing Home Resident, Family & Employee Surveys
Informational Webinars
May 10 & 17, 2013
Division of Aging
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1. Who is Press Ganey
2. Project Team
3. Project Overview
4. Questions & Feedback
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Discussion Points
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Project Team
• Prime contractor • Overall project management • Data processing • Survey management • Interviewer training • Analysis & reporting
• Recruit, screen, hire
interviewers. • Nursing home
outreach & collection of Family/Employee data
• Interview residents
• Recruit, screen, hire
interviewers. • Nursing home
outreach & collection of Family/Employee data
• Interview residents
• Nursing home
environment training for interviews
• Project advisors • Analysis & reporting
support
• Project direction • Coordination with
other FSSA offices & contractors
• Review & approval of project materials
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• Purpose
“The Nursing Facility Satisfaction Survey Project will contribute important measures to our existing report card and give the State of Indiana the ability to reward top performing nursing facilities,” said Faith Laird, Director of Indiana’s Division of Aging. “We look forward to partnering with Press Ganey on this important initiative and are confident this will lead to continued improvements to the resident experience. By capturing the voice of the resident, their caregivers and family members or friends, we are better able to recognize and reward institutions who have achieved positive resident experiences.”
• Eligibility
All residents, family/friend and employees of a State of Indiana Medicaid Certified Nursing Home.
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Purpose & Eligibility
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Survey Process
Start
Planning
Sampling
Data Collection
Analysis
Reporting
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• Certified Letter
Purpose: Highlight surveys and importance of participation, introduce Press Ganey team, outline project plan, timeline for data collection and reporting.
© 2013 Press Ganey Associates, Inc.
Nursing Home Outreach
Planning
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• Outreach
Purpose: Establish which Press Ganey subcontractor will work with each nursing home, gather contact information, begin family & employee contact data upload process – phone calls, email follow-up followed by scheduling.
© 2013 Press Ganey Associates, Inc.
Nursing Home Outreach
Planning
NORTHAgencies Residents Interviews
209 17,526 9,180
SOUTHAgencies Residents Interviews
222 17,420 9,181
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Nursing Home Outreach
Planning
Efforts: • FSSA/DA – Press Ganey Press Release • Posters • Your Help!
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• Data Uploads
Purpose: Forms the basis of the population files for resident, family
and nursing home surveys.
© 2013 Press Ganey Associates, Inc.
Data Uploads Planning
Resident MDS Files: Myers & Stauffer will provide MDS file upload the month prior to Nursing Homes that will be surveyed in following month (June for July, July for August, August for September). Family Data Files:
Employee Data Files: Will also request employee email address to test if we can eliminate mail in future.
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Project Surveys Resident
Planning
Survey Domains: Screening, Comfort, Environmental Adaptation, Privacy, Dignity, Meaningful Activity, Food Enjoyment, Autonomy, Individuality, Security, Relationships, Satisfaction & Mood.
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Employee Partnership™ Survey
5. Engagement
● My Work
● Our Work
● Our Organization
Employee Partnership™
Employee Satisfaction “what do I get?”
1. Systems and Leadership: job
security, input on decision making,
information, pay
2. Resources: physical environment,
equipment
3. Teamwork: respect, coordination
4. Direct Management: feedback,
coaching, trust, communication,
recognition
Employee Engagement “what do I give?”
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• Resident: Will use the MDS file to identify ~17,400 residents for interviews. This will make up List A. Each NH will have a List B for replacement interviews (due to discharges, deaths, cognitive screening, etc.). Approximately 90 NHs will have 100% of residents surveyed to lower populations size.
• Family: Census, will send ~40,000 first surveys, 3 wave mailing.
• Employee: Census, will send ~65,000 first surveys, five wave mailing.
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Population Sampling Sampling
Identify all current full time and part employees. Provide data noted in instructions. Exclude any contract or temporary employees.
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• June 24, 25, 26 – Training dates.
• Training will be held at Knowledge Services’ Carmel, IN location.
• Training will be recorded for use with staff who could not attend and
to improve training for future project years.
• FSSA/DA Representatives & public are welcome to attend (with
notice for planning purposes).
• Agenda:
Project Overview – Impacting the Quality of Nursing Home Care
Nursing Home Environment – What to expect, resident conditions
HIPAA Training
Project Logistics
Interviewing – How to conduct an interview, role playing &
interviewer certification.
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Interviewer Training Data
Collection
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Interviewer Qualifications Data
Collection
• Functional Responsibility Responsible for conducting in-person interviews with designated respondents. Interviews will be conducted with nursing home residents in various states of health. Interviewer will be required to drive to nursing homes throughout the state and interact with nursing home staff to identify residents to be surveyed. When interviewing specific responsibilities include conducting personal interviews accurately and efficiently; demonstrating a professional manner; listening skills; and attention to detail.
• Minimum/ General Experience Four years relevant experience, strong oral and written communication skills, organized and personable. One year experience using personal computer. Ability to drive and pass a criminal background check.
• Education High school diploma or equivalent.
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• Professionalism – a confident, businesslike presentation and strong delivery are vital to encouraging respondents to participate in surveys as well as persuading respondents to complete surveys already begun
• Friendliness – a friendly and positive approach puts the respondent at ease and relaxed enough to give thoughtful and honest answers
• Courtesy – a courteous interviewer refuses to react negatively toward a respondent who is rude, argumentative or insincere
• Neutrality – care must be taken not to inject bias into the survey; do not encourage or reward respondent answers
• Listening Skills – effective listening skills will help the interviewer to address respondent objections, and properly answer questions
• Resilience – a good interviewer does not allow the previous call to affect the next call; a rude respondent or a disappointing hang-up should not affect your approach to the next call
• Desire to Improve – a good interviewer can honestly assess past performances, admit errors, accept and incorporate feedback and learn from mistakes
© 2013 Press Ganey Associates, Inc.
Interviewer Qualifications Data
Collection
• Optimism – an interviewer should confidently assume the respondent is interested and willing to participate in the survey
• Enthusiasm – the interviewer’s interest in the survey or lack of it will be immediately conveyed to the respondent; if the interviewer doesn’t seem interested in the survey, the respondent won’t either
• Prepared – an interviewer should know the survey questions, instructions, and responses to common questions
• Quick Thinking – anything can happen during a phone call and an interviewer must be prepared to handle any situation quickly and effectively
• Common Sense – beyond all the training, rehearsing, and skill-building, good old-fashioned common sense is as important as anything else. Use it.
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• Resident Survey Process:
Go/KS scheduling of NH and interviewers.
Interviewer(s) arrive, check-in with NH representative, receive NH layout & activity schedule. Distributes interview list as needed between interview staff.
Locates & identifies residents, introduces themselves/survey purpose and attempts interview after cognitive screening.
Completed surveys shipped to Press Ganey for processing.
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Survey Data Collection Data Collection
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Employe Survey Report
• Overall Facility Results, generally 11 pages.
• Overall Partnership, Satisfaction and Engagement Scores.
• Section and Individual Question Results.
• Top 10 Strengths and Opportunities.
• Demographic breakdowns.
Analysis