Specialized Information for:

Long-Term Care ConsumersFamily MembersAdvocates
Back to Archived Event Listings

Free Webinar: A Closer Look at the Relationship Between Resident Satisfaction and Quality Measures in Nursing Homes

May 17, 2018 - May 17, 2018        

Nursing homes are increasingly collecting information about resident and family satisfaction. Consumers want this information when making choices among facilities. Policymakers are interested in it as another indicator of quality, given known weaknesses in existing quality measures. Managed care plans and other partners want this information to inform contracting decisions. And yet, little is understood about whether consumer satisfaction data duplicates other types of quality indicators, such as nursing home quality of care and quality of life deficiencies, or Nursing Home Compare 5-star ratings. 

Consumer Voice held a webinar with national experts from the University of Massachusetts - Boston on the principles of consumer satisfaction in nursing homes.  This webinar discussed research examining the relationship between satisfaction and existing quality measures and facility characteristics, and the implications of this evidence for building the case for pushing policymakers to require nursing homes to collect and report consumer satisfaction data to the benefit of consumers. Presenters also discussed feedback on this research, along with expert perspectives, garnered at the Consumer Voice Annual Meeting last November.


  • Pamela Nadash, PhD, Associate Professor, Department of Gerontology, McCormack Graduate School, University of Massachusetts - Boston 
  • Edward Alan Miller, PhD, MPA, Professor, Department of Gerontology, McCormack Graduate School, University of Massachusetts - Boston

Information From the Event

View the webinar recording below.


  • Download the slides by clicking here.
  • Read the Issue Brief released with the webinar.