To determine patients’ and other customers’ satisfaction levels relative to competitors, Kindred Mountain Valley (KMV), a US Nursing and Rehabilitation Centre and winner of the 2016 Baldrige National Quality Award, used a number of formal channels: regulatory surveys (annual and complaint surveys, occupancy rates and staffing levels which can indicate high turnover, low retention, and…

BPIR Categories

1.1.1 Customer performance/satisfaction measurement

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