Executive Summary Independent Living Satisfaction Study

1. Executive Summary Independent Living Satisfaction Study March 21, 2014

2. Methodology After distribution of a pre-communication letter, satisfaction surveys were distributed to all Independent Living residents on February 3 for return to Holleran by February 21, 2014. Holleran’s Data Collection Center entered data between February 10 and February 21, 2014. 120 of 143 Independent Living residents from Ingleside at Rock Creek completed a survey, yielding a response rate of 83.9%. The average response rate for Independent Living studies among Holleran clients is 79.3%.

3. Overall Satisfaction Results

4. Overall satisfaction with Ingleside at Rock Creek Frequency of Responses

5. Long-term confidence in Ingleside at Rock Creek's future Frequency of Responses

6. Ingleside at Rock Creek's fulfillment of its mission statement Frequency of Responses

7. Would you recommend Ingleside at Rock Creek to a friend or relative? Frequency of Responses

8. Would you select Ingleside at Rock Creek again? Frequency of Responses

9. 2014 Satisfaction Results

10. Highest Scoring Factors

11. Lowest Scoring Factors

12. Net Promoter Score The Net Promoter Score (NPS) is calculated by subtracting “detractors” from “promoters”. This is typically performed using a “Would you recommend…” factor on a 0 through 10 scale. As an approximation of the NPS, we have used a 3-point scale. • PromotersP are loyal enthusiasts of the services offered by Westminster Ingleside. • Passives are satisfied but unenthusiastic residents. • DetractorsDare unhappy or neutral residents who are not likely to recommend Westminster Ingleside.

13. Executive Summary Assisted Living Satisfaction Study March 21, 2014

14. Methodology Holleran’s Data Collection Center interviewed 29 of 37 Assisted Living residents/family members by telephone, yielding a response rate of 78.4%. Trained interviewers conducted interviews between February 10 and February 21, 2014. Each interview lasted approximately 8 to 10 minutes. The average response rate for Assisted Living telephone studies among Holleran clients is 79.5%.

15. Overall Satisfaction Results

16. Overall satisfaction with Ingleside at Rock Creek Frequency of Responses

17. Would you recommend Ingleside at Rock Creek to a friend or relative? Frequency of Responses

18. Would you select Ingleside at Rock Creek again? Frequency of Responses

19. 2014 Satisfaction Results

20. Highest Scoring Factors

21. Lowest Scoring Factors

22. Net Promoter Score The Net Promoter Score (NPS) is calculated by subtracting “detractors” from “promoters”. This is typically performed using a “Would you recommend…” factor on a 0 through 10 scale. As an approximation of the NPS, we have used a 3-point scale. • PromotersP are loyal enthusiasts of the services offered by Westminster Ingleside. • Passives are satisfied but unenthusiastic residents. • DetractorsDare unhappy or neutral residents who are not likely to recommend Westminster Ingleside.

23. Executive Summary Skilled Nursing Satisfaction Study March 21, 2014

24. Methodology Holleran’s Data Collection Center interviewed 24 of 35 Skilled Nursing residents/family members by telephone, yielding a response rate of 68.6%. Trained interviewers conducted interviews between February 10 and February 21, 2014. Each interview lasted approximately 8 to 10 minutes. The average response rate for Skilled Nursing telephone studies among Holleran clients is 76.5%.

25. Overall Satisfaction Results

26. Overall satisfaction with Ingleside at Rock Creek Frequency of Responses

27. Would you recommend Ingleside at Rock Creek to a friend or relative? Frequency of Responses

28. Would you select Ingleside at Rock Creek again? Frequency of Responses

29. 2014 Satisfaction Results

30. Highest Scoring Factors

31. Lowest Scoring Factors

32. Net Promoter Score The Net Promoter Score (NPS) is calculated by subtracting “detractors” from “promoters”. This is typically performed using a “Would you recommend…” factor on a 0 through 10 scale. As an approximation of the NPS, we have used a 3-point scale. • PromotersP are loyal enthusiasts of the services offered by Westminster Ingleside. • Passives are satisfied but unenthusiastic residents. • DetractorsDare unhappy or neutral residents who are not likely to recommend Westminster Ingleside.

33. Executive Summary Employee Satisfaction Study March 21, 2014

34. Methodology Survey sessions were proctored by Ingleside at Rock Creek employees. Holleran’s Data Collection Center collected and entered data between February 3 and February 21, 2014. 137 of 172 employees from Ingleside at Rock Creek completed a survey, yielding a response rate of 79.7%. The average response rate for employee studies among Holleran clients is 79.9%.

35. Overall Satisfaction Results

36. Overall, I am satisfied with my job. Frequency of Responses

37. I would recommend Ingleside at Rock Creek as a great place to work. Frequency of Responses

38. I think I will be working at Ingleside at Rock Creek in three years. Frequency of Responses

39. 2014 Satisfaction Results

40. Highest Scoring Factors

41. Lowest Scoring Factors

42. Net Promoter Score The Net Promoter Score (NPS) is calculated by subtracting “detractors” from “promoters”. This is typically performed using a “Would you recommend…” factor on a 0 through 10 scale. As an approximation of the NPS, we have used a 5-point scale. • PromotersP are loyal enthusiasts of employment by Westminster Ingleside. • Passives are satisfied but unenthusiastic employees. • DetractorsDare unhappy or neutral employees who are not likely to recommend Westminster Ingleside.