The family satisfaction scores are drawn from the results of a statewide study of the satisfaction level of family members of Michigan nursing facility residents. The study was done by Great Lakes Marketing of Toledo, Ohio.

The study was performed between June and September of 2006. Invitations to participate were extended to every nursing facility in the state of Michigan. Participating facilities allowed Great Lakes Marketing to send a written satisfaction survey to the family members or "responsible parties" of every resident in their care at the time they participated.

The instrument used was originally developed for a pilot study done in 1996 with a random sample of 50 Michigan nursing facility. To develop the survey instrument, Great Lakes Marketing researchers performed phone interviews with about 300 Michigan residents with a loved one in a Michigan nursing facility. These interviews with family members focused on determining what factors customers think are important in defining quality care. Based on the feedback of these families, Great Lakes Marketing crafted a survey tool that measures customer satisfaction level with elements of care that customers deem important.

A copy of that tool follows this summary.

2006 Aggregate Results

The aggregate results of the survey work performed in 2006 follows.

• A total of 203 homes participated in the survey.
• About 19,000 individual surveys were sent out between June and August 2006.
• More than 8,500 completed surveys were returned to Great Lakes Marketing. This accounts for an overall response rate of 45%.
• 92% of consumers reported being satisfied with the care their loved ones were receiving in Michigan nursing facilities.

The results of the 2006 statewide study tracked very closely with the results of the smaller study, performed in 1996 and the statewide studies performed in 2000 and 2002.