Resident and Resident Family Members’ Satisfaction Surveyed at Southmayd Home - September 2008
In today’s competitive marketplace, service providers must continually strive for quality and perfection to meet or exceed the expectations of their residents. To help gauge the level of satisfaction among our residents, and to determine which areas require improvement, Southmayd Home participated in a program to assess the satisfaction level of our residents.
The Survey Process:
Partnering with Life Services Network of Illinois (LSN), a trade organization representing senior housing, home health care, assisted living and long term care providers, two separate questionnaires were administered anonymously to residents and to their families. These surveys included meaningful topics, tailored specifically to our facility, which allowed us to capture dimensions of “quality of care” and “quality of life” which are important to our residents.
Our answers were compared to similar communities with statistically significant differences highlighted in order to draw attention to successes or target opportunities for improvement. The Confidence PDQ rating benchmarks the key components of Performance, Distinction and Quality between our community and all others.
The Confidence PDQ is an enhanced Satisfaction Summary that provides a “snapshot” of our community’s satisfaction results, based on a “5-Star”rating system. It consolidates specific dimensions of the survey that are meaningful to all key stakeholders according to three vital components:
- Performance: How is our community performing in regards to services, programs, management and staff?
- Distinction: What makes our community distinct among other communities in regards to “value-added” services and amenities, quality of life for residents, wellness programs, and other factors important to residents such as safety and security issues?
- Quality: How do customers feel overall about our community and, most importantly, are the willing to recommend us to other potential residents?
LSN:
LSN is nationally recognized for its innovative programs, leadership and expertise on issues related to long term care and senior housing. Committed to the advancement of quality and innovation in older adults, LSN is also the state affiliate of the American Association of Homes and Services for the Aging (AAHSA) and the Assisted Living Federation of America (ALFA).
Survey Results:
We were very pleased with the percentage of respondents participating in our community, said Executive Director, Marda Gutierrez, “and we thank our residents and family members for sharing their opinions and suggestions. Of the surveys distributed to our residents,” continued Gutierrez, “84.8% returned their surveys to LSN for processing and we had a 50% participation level from those distributed to residents’ family members.
“More importantly,” declared Gutierrez, “we are very proud to announce that 100% of the residents and 94% of the residents’ families surveyed said I would recommend this community to others.”
The statement “I feel safe here” received the highest mean score from our residents and a 20.5% favorable difference, compared to residents of similar facilities, and the mean score of 4.29 out of a possible mean score of 5, our residents rated the “variety of food” significantly high. When asked to respond whether they strongly agree, agree, neither agree nor disagree, disagree, strongly disagree or have no response, the following statements or the overall experience with certain services or amenities received significantly (>10%) higher approval ratings from our residents:
- The dining experience is pleasant.
- I believe my personal property is safe here.
- I have adequate privacy in my residence.
- My privacy is respected.
- Housekeeping Services
- Staff members take care of my requests promptly.
- Staff members are trustworthy.
- The service provided to me.
- The quality of my life here.
- The staff of the community.
- Food and dining.
- Services and amenities.
With different questions asked of resident family members, the statements or the overall experience with certain services or amenities received significantly (>15%) higher approval ratings:
- This community’s approach for resolving concerns or conflicts is effective.
- Staff appropriately keeps me informed of issues regarding my family member.
- Staff keeps me informed of opportunities to participate in community activities.
- Staff members take time for my family member.
- Staff members take care of requests promptly.
- Staff members are trustworthy.
- Variety of food.
- Availability of pastoral/spiritual care meets my family member’s needs.
The following statements or the overall experience with certain services or amenities received from our residents’ family members high approval ratings with a 10% favorable difference compared to family members of similar communities:
- I believe my family member is safe here.
- I believe my family member’s personal property is safe here.
- My family member’s privacy is respected.
- My family member is encouraged to remain as active as possible.
- Help is available when needed.
- If my family member’s needs changed, someone here would notice.
- Residence Housekeeping Services
- Personal and/or Linen Laundry Services
If you would like to receive more information regarding the results of this survey, please contact the Executive Director, Marda Gutierrez.
