Responsive and caring management and staff at assisted
living communities are top drivers for high satisfaction
rates among residents and their families toward the
communities they reside in, according to the 2011-2012
National Surveys of Customer and Employee Satisfaction in
Assisted Living Communities.
When asked as to their overall satisfaction and how they
would recommend the community to others as a place to
receive care, the overwhelming majority of respondents
(91%) and their families (92%) provided a response of
either "good" or "excellent," says the National Research
Corporation, which conducted the survey. Responsiveness of
management and staff, and care or concern by staff are
among the list of top reasons why families and residents
While 96% of residents' families provided positive feedback
about the respectfulness of staff, only 72% of residents
gave favorable reviews about the appeal of food, with
nearly three in ten calling the food "fair" or "poor."
"The results [of the survey] can be used… to modify
behaviors, policies, and standards that impact employee and
customer satisfaction, and also to direct culture change,
the development of workforce training activities, family
communication and engagement strategies, and creation of
resident programs, to name a few," the National Research
Employee satisfaction and recommendation for the
communities they worked in was lower, ranging between 66%
and 72% depending on what they were being asked and what
duties they performed. Personal care assistants provided a
slightly lower rate of "good" and "excellent" responses
compared to more favorable responses from those in
non-caregiver positions, while scores from nurses ranked in
between the two groups.
Assisted living communities generally have high turnover
rates for both residents and employees, the study notes.
Out of the nearly 44,000 residents surveyed in more than
1,500 communities across the nation, about a third of
residents self-reported they had lived in the community for
more than three years, while 37% had been there for one to
More than a quarter of the almost 20,000 employees surveyed
(28%) said they had worked for their community for five
years or more.