Associations between Complaints and Organizational Characteristics among Ohio Nursing Homes

Abstract

Objectives: In recent years, Ohio nursing homes (NHs) have received an increasing number of complaints. The current study aims to gain a better understanding of the relationship between NH organizational characteristics and the number of complaints.

Design: Secondary data analysis was used.

Setting and participants: Four data sources on Ohio NHs were merged. Ohio NH complaints data reported in 2018 and 2019 was linked with the 2017 Ohio Biennial Survey of Long-Term Care Facilities, 2017 Ohio Nursing Home Resident Satisfaction Survey, and 2018 Ohio Nursing Home Family Satisfaction Survey.

Methods: Descriptive analysis, bivariate tests (ie, analysis of variance and χ² test), and multinomial logistic regression analyses were conducted.

Results: Findings included that urban location, NH administrator (NHA) and director of nursing (DON) turnover in the previous 3 years, NH size, occupancy rate, certified nursing assistant (CNA) retention, and overall family satisfaction were significantly associated with total complaints. NHA and DON turnover, NH size, CNA retention, and overall family satisfaction were found to be significantly associated with substantiated complaints.

Conclusions and implications: The importance of leadership (ie, NHA and DON) turnover, CNA retention, and family satisfaction indicates that specifically targeted efforts to improve in these areas can have a positive impact on NH quality.

Keywords: Long-term services and supports; family satisfaction; nursing homes; quality of care; quality of life; resident satisfaction.