City’s claims that long-term care homes have 95% satisfaction rating not what it appears

Elizabeth Payne, The Ottawa Citizen

As revelations of abuse, neglect and chronic non-compliance with provincial regulations at some city-run long-term care homes have surfaced in recent months, city officials have repeatedly emphasized that their homes have an overall resident satisfaction rating of 95 per cent. But that rating is not what it seems once you scratch the surface. A minority of residents or family members at the four homes run by the city completed the satisfaction surveys done in 2016. Those surveys were conducted by the homes in question – not by an independent body as suggested by some.

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