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Satisfaction Survey

The Family Satisfaction Survey was conducted in Summer of 2004 by Great Lakes Marketing and revealed an overall satisfaction rating of 90.0%. This number means that of all the participants who returned their questionnaires, 90.1% of them were satisfied with the services of Brookhaven Medical Care Facility overall. This number is up from three years ago when our level of satisfaction was rated at 87.4%.

This survey is conducted every two years by Great Lakes Marketing through the Health Care Association of Michigan. The questionnaire is standardized throughout the state and provides for a fair comparison of what our customers think of us.

The following summary provides a brief glimpse of some of the scores translated into percentages:

90.1% Satisfaction rate
90.3% would recommend Brookhaven to other people.

Nursing staff:

1.	Handles procedures with skill	88.8%
2.	Knowledge of resident’s condition	84.5%
3.	Answers family questions	85.3%
4.	Family knows who to contact for questions	88.2%

Admissions:

1.	Handled efficiently	92.9%
2.	All questions answered during admission	95.7%

Facility:

1.	Accommodates physical limitations	88.3%
2.	Free of unpleasant odors	90.1%
3.	Room is cleaned daily	82.0%
4.	Facility is clean & bright	88.5%
5.	Building is safe & well maintained	88.3%

Activities:

1.	Activities are appropriate for residents	93.6%
2.	Residents are encouraged to participate	92.4%

Privacy:

1.	Adequate privacy is given when resident is with visitors	87.2%
2.	Staff's actions protect modesty, acknowledge personal space & respect confidentiality	92.4%