Measuring Quality

For this Assignment, you will research the differences between clinical quality and customer service
quality, specifically in long-term care.
? Using the Medicare Nursing Home Compare website, research one nursing home that has a reported customer complaint.
? Provide a general overview of the nursing home (e.g., name, location, bed size, ownership, etc.)
? Discuss the overall quality of customer service offered at the nursing home (as evident by
customer complaint inspection results)
? Discuss the overall quality of clinical care offered at the nursing home (as evident by recent survey
inspection results)
? Discuss appropriate techniques that you would use to improve quality of customer service offered
at the nursing home
? Discuss appropriate techniques that you would use to improve quality of clinical care in the nursing
home.
? Be sure to include details about the complaints that you found.
? Report your findings by using one (1) of the methods below:

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