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Richmond Terrace Resident Satisfaction Survey

Richmond Terrace Resident Satisfaction Survey. April - June 2014 Report Results and Action Plans for Richmond Terrace. Results from Assisted Living Resident Survey. April - June 2014 Report. Market Research Answers.

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Richmond Terrace Resident Satisfaction Survey

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  1. Richmond Terrace Resident Satisfaction Survey April - June 2014 Report Results and Action Plans for Richmond Terrace April-June 2014

  2. Results from Assisted Living Resident Survey April - June 2014 Report April-June 2014

  3. Market Research Answers Market Research Answers is a contracted company conducting telephone surveys for Lutheran Senior Services continuing care retirement communities. The surveys are conducted quarterly with a % of residents. Each resident will be called one time annually. Results will be reported on a quarterly basis. April-June 2014

  4. DemographicsAssisted Living Number of respondents for this wave: 21 81% female and 19% male Average age = 80.94 years April-June 2014

  5. Overall Satisfaction ScoresAssisted Living • Seven overall areas rated from highest to lowest satisfaction: • 100% overall satisfaction with community • 90% overall satisfaction with building/grounds • 90% willing to recommend LSS • 84.3% overall satisfaction with maintenance • 76.2% overall satisfaction with dining • 76.1% overall satisfaction with staff • 52.6% overall satisfaction with activities April-June 2014

  6. Top 3 Opportunities for ImprovementAssisted Living • Dining • Food temperature and wait time served were our lowest scores in dining. Food temperature was also the lowest score for all of Lutheran Senior Services communities combined. • Plan of Action • Richmond Terrace will each take a day per week to monitor dining services during meal times to address the issues involved. April-June 2014

  7. Top 3 Opportunities for ImprovementAssisted Living • Activities • The lowest score was from staff not finding out the resident preferences followed by variety of activities. • Plan of Action • Richmond Terrace’s Activity Director will personally interview each new resident and a questionnaire was sent to all current residents. This was also addressed at the monthly resident council meeting. April-June 2014

  8. Top 3 Opportunities for ImprovementAssisted Living • Staff Overall • Residents are not comfortable approaching the staff with concerns. • Plan of Action • Richmond Terrace’s managers take one day a week to do rounds of the building to include the interactions between the residents and the staff. • The administrator met with all staff to discuss the survey results. April-June 2014

  9. Top 6 SuccessesAssisted Living 100% satisfaction with Feeling at Home 100% Rehabilitation Satisfaction 94.8% interaction with residents 85.7% Room Cleanliness 85% nurses help accommodate medical goals 85% Business Office/ Receptionist April-June 2014

  10. We look forward to working with you to keep our successes going and to continually work toward improving! April-June 2014

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