Now that you have reviewed the customer satisfaction and have determined how essential it is for the ultimate success of any healthcare facility/agency/program consider this scenario: You are the Administrator of a 200 bed Nursing Home located in the Milwaki. You conducted an internal 20 question customer satisfaction survey for the long and (20 bed) short-term units. The CNAs helped the residents complete the surveys. The response rate was 7%. The score for each survey question related to staff attitude and satisfaction with services all scored below 60%. Develop a detailed corrective action plan to include improving the response rate i.e., a more effective and objective way to disseminate surveys, as well as methodologies to address the low scores in staff attitude, poor communication, lack of cleanliness, insufficient activities, delays in care, poor patient outcomes
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