About Our Survey
Patient Guide to Patient Satisfaction Surveys and Ratings
Highland Rehabilitation & Health Care Center is committed to providing the information you need to make informed decisions about senior living options and about the care and services we provide. As part of that commitment, we now post our resident and family satisfaction ratings online.
We’ve developed this guide to help prospective residents and their families understand how we capture and report our resident and family satisfaction ratings.
About Our Survey
Highland Rehabilitation & Health Care Center utilizes the Resident and Family Feedback Program through The National Research Corporation, NRC Health. The survey asks residents and families to evaluate their overall loyalty and perception of our care and services in order to identify areas of improvement. Our results benchmarked against senior living communities across the country using the NRC Health feedback program.
NRC Health calculates our satisfaction star ratings based on responses to the following question from the Resident and Family Feedback Survey:
- How likely would you be to recommend this facility to your family and friends?
Who Receives the Survey?
The survey is distributed via telephone call and e-mail to all current Highland Rehabilitation & Health Care Center residents and their family members. Recipients are asked to complete the survey and provide comments regarding specific aspects of care and services. We use this feedback to improve and enhance the care we offer. Surveys are mailed back to NRC for tabulation. Our communities receive their results with no identifying resident or family information.
Do You Post All Comments?
Highland Rehabilitation & Health Care Center is committed to transparency. That means posting all relevant feedback – whether it’s positive or negative. However, we do not post comments that are libelous, profane, or those that risk the privacy of our patients or family members. Every community ratings published regardless of comment status.
Why Don’t We See Ratings and Comments for Every Community?
Industry best practice is clear that more data provides a more accurate picture. That’s why we require a minimum of 10 completed patient surveys per doctor before we post a physician’s rating. Over time, with more surveys received on an ongoing basis, the number of rated communities will increase.
Can anyone complete a survey or post a comment about a Community?
No. Only current residents and their families. Therefore, our results are based entirely from customers who have experienced our care and services. We believe those comments are most helpful to elders and families considering one of our communities.
How is patient information protected?
Patient names are not displayed through the online ratings and commentary reviews. All personally identifiable information is removed prior to display.