Quality Data

Long Term Care

We are extremely proud of our quality indicators.  We exceeded the benchmarks for 35 of the 42 federal quality indicators.  One area that we excelled in was lack of pressure sores.  None of our residents who qualify as low risk has obtained a pressure sore; this is well below the benchmark.  We have also instituted a root cause analysis of falls and have successfully decreased the number of falls by 30% in comparison to last year.  The care and compassion given to our residents each and every day is seen not only daily when walking through the building, but through the benchmarking that shows resident safety and quality are seen.

Post Acute

Our Post Acute neighborhood continues to do short-term surveys when their patients go home. This quarter we have had a 54.23% return rate; this is an exemplary rate.  Compared with nine other Connecticut not-for-profit facilities, we are again 13% higher in overall satisfaction.  100% of the patients surveyed said that staff showed respect to their patients, family members and resident visitors.  They also ranked us at 100% for the staff competencies.

Our residents have told us:  You made my short rehab stay very pleasant.  I felt like I was at a fancy spa being pampered and well cared for.  All the staff was friendly, efficient and helpful.

McLean is being run very professionally, gives you confidence that you will receive good care and in a very pleasant atmosphere.

Assisted Living

This past quarter the Assisted Living staff focused on increasing opportunities for the residents to improve their wellness. Daily fun exercise programs have become a standard for all residents and day clients.  Also, with this population, balancing between fostering their independence and safety is critical so we continually assess the environment and activities.

An annual resident and family survey will be conducted next quarter, and the Supervisor hosts Resident Council with all residents monthly. And every six weeks there is a Food Forum with the Dining Services Managers who receive many suggestions on what the Robinson residents like and what they’d like improved for their meals, snacks and especially their dining experiences.

Outpatient Rehab

McLean Outpatient therapists are ready to help you recover from an illness, accident or surgery.  We provide over 900 therapy visits each month.  You can also try our Wellness Center for free for 30 days while receiving outpatient therapy. 

Our customers have rated us very well upon discharge from therapy as seen below:

• 100% of the discharged clients completed a survey
• 100% of all discharged clients from April to June ranked us excellent in service, meeting their expectations
• 100% would recommend our services to a friend
• More than 90% were able to return to work or hobbies after receiving outpatient therapy

Some comments include:

• It's perfect!  These people are great!!  I hate to leave but I have to now.  If I need it, I will be back -- love it here.
• No improvement in the delivery of excellent human service necessary.  Thank you.
• This is my second go-round at McLean, both knees -- first in 2003, wonderful PT
• The service was super.  My pain will lessen over time and me doing the exercises at home.

Wellness 

In our annual survey conducted in February 2010, there was a high (45%) response rate. Again this year, we have a very positive customer satisfaction rate with 96% satisfied and very satisfied with their instructors and programs. Membership renewal, new enrollment and participation remain strong and growing. In addition, programs are continuously assessed and modified based on the number of attendees and feedback.

Survey comments:

• Love being in the water, best thing I ever did.
• Thank you for fixing the heat in the gym.
• It’s great as it is.

Home Care & Hospice

McLean Home Care is best in the Hartford area for helping patients to stay home and out of the hospital according to Medicare.gov’s publicly reported “Home Health Compare” clinical measures,  reported April 2010. McLean Home Care has the lowest hospitalization rate (26%) and lowest urgent, unplanned care rate (21%) in the Hartford area.

In addition to excellent clinical outcomes, McLean Home Care patients  report high rates of satisfaction, as shown by the  following key indicators.

McLean Home Care Patient comments include:

“Outstanding professional, personable staff…highest regard for them…  Services were great. , Have always been pleased with McLean Home Care which I have needed many times… Very positive experience, will refer others to McLean Home Care.  I’m back to normal thanks to your excellent services, and a friend I told is currently receiving McLean Home Care services…Always pleased with services from start to finish…Great experience.. I plan to have a knee replacement next winter and will choose McLean Home Care.”

McLean Hospice continues to excel in caregiver satisfaction, achieving the highest (100%) satisfaction rate in the following key areas:   

Comments include:

“When Hospice was recommended for my mother [living at McLean Health Center] we wondered what additional care they would provide beyond the wonderful McLean staff.  They added a layer of care and support to my mother as well as us her family and made her last months comfortable.  They were an amazing group and my family and I are so grateful.  As much as we thought we were prepared, it isn’t an easy experience and trained professionals are invaluable.”