(1) The agency shall develop user-friendly consumer satisfaction surveys to capture resident and family member satisfaction with care provided by nursing home facilities. The consumer satisfaction surveys must be based on a core set of consumer satisfaction questions to allow for consistent measurement and must be administered annually to a random sample of long-stay and short-stay residents of each facility and their family members. The survey tool must be based on an agency-validated survey instrument whose measures have received an endorsement by the National Quality Forum.
(2) Family members, guardians, or other resident designees may assist a resident in completing the consumer satisfaction survey.
(3) Employees and volunteers of the nursing home facility or of a corporation or business entity with an ownership interest in the nursing home facility are prohibited from attempting to influence a resident’s responses to the consumer satisfaction survey.
(4) The agency shall specify the protocols for conducting the consumer satisfaction surveys, ensuring survey validity, reporting survey results, and protecting the identity of individual respondents. The agency shall make aggregated survey data available to consumers on the agency’s website pursuant to s. 400.191(2)(a)15. in a manner that allows for comparison between nursing home facilities. (5) The agency may adopt rules to implement this section.
