No one would argue that quality care in skilled nursing facilities is the most important factor when people need to place a family member in a nursing home. But what few people ask when they tour a nursing home is what kind of staff turnover the facility has — and turnover is a key factor in consistent quality care.
At Chinn Urology, we’re fortunate to have an overall staff turnover rate of only 4.5 percent. By comparison, the state average in 2011 (the most recent data available from the American Health Care Association) was 25.9 percent; the national rate was a sobering 45 percent. Figures from the National Agency for Healthcare Research and Quality support the same general findings.
So how does low employee turnover impact quality? It’s impossible to speak for the entire industry, but at Regents Park Boca, we believe at least five factors are at play.
First, our employees — particularly nursing staff — learn what their patients like and don’t like, and can anticipate their needs. In turn, that reduces the anxiety and frustration residents otherwise experience when they have to explain their needs to new staff on a regular basis.
Second, money spent to hire and train new staff — on average about $3,500 for certified nursing assistants alone — can instead be used for other quality improvements, such as the Novaerus infection control units Regents installed in every patient room in 2013.
Third, Regents Park Boca is family-owned and operated, which means it isn’t cobbled by red tape and lengthy decision making that often occurs at homes owned by giant corporations. Patients and staff can get answers and help faster.
Fourth, the owners aren’t located out of state, so they’re on the premises regularly. They take the time to listen to staff. They talk to residents. They resolve issues quickly. Their involvement is visible, and that sets the tone for everyone.
Finally, we don’t hold unnecessary meetings behind closed doors or in conference rooms. That isn’t where our residents are. That’s not where we should be, either.
Quality is a broad topic with a lot of factors. But as much as it may sound like a cliché, happy employees are productive and committed employees — and that makes a difference to patients. The next time you tour a facility, ask what the turnover rate is. It matters.