Senior living providers understand that resident satisfaction is paramount to the success of their organizations. Happy residents not only lead to word-of-mouth referrals to drive more move-ins, but they are also more likely to remain in their senior living communities, leading to higher occupancy and fewer vacancies.
However, impacting and measuring resident satisfaction can be a challenge. Paper assessments may get lost or misplaced, and residents can become weary of too many surveys. Providers often struggle with how often and how best to gauge their residents’ satisfaction, from the use of third-party survey companies to comment boxes on site.
This is when technology can come to play a key role. The latest in electronic platforms used to facilitate communications in senior living can also help with gauging resident satisfaction via real-time input from residents. These tools also lead to residents being happier with their stays.
In the case of Madison Village, an independent and assisted living community located in Madison, Alabama, resident satisfaction surveys are a thing of the past entirely. Since installing InTouchLink, a system aimed at keeping senior living residents, families and staff engaged, trained and up-to-date, residents receive services that better support them, which in turn boosts satisfaction rates.
The simple Service Request system, for example, allows residents or their family members to easily make requests such as a dinner reservation or report issues like a clogged toilet or broken window. Meanwhile, operational efficiencies are enhanced, as activity calendars and dining menus can be prepared and edited more quickly than in the past, freeing staff from tedious tasks so that they can spend more time with residents. And soon, client feedback portals and instantaneous comments enabled by InTouchLink kiosks will replace traditional survey methods.
Other features like the resident portal, custom TV channels, digital bulletin boards and family member access to community news all directly impact resident satisfaction. Families too, feel more connected and satisfied with their loved one’s community. Madison Village has a radio station playing from its InTouchLink TV, which residents love—it even invites the occasional impromptu dance party.
“Residents overall feel this is an excellent way of communicating in an efficient and consistent manner,” Madison Village Administrator Jill Benefield says. “All residents receive new information immediately.”
According to an independent study conducted by In Initiative Inc., before InTouchLink was introduced at 11 assisted living communities and 17 skilled nursing facilities in North America, 88% of residents and families were extremely dissatisfied with communication. They noted this as the most significant factor in their overall experience—and ultimately, their satisfaction—at the community. After InTouchLink was implemented, 67% of families reported being extremely satisfied with the program’s remote access capability, and 62% rated communication at the community as very good or better than before.
Overall, resident and family member satisfaction rises as a result of increased engagement and better communication in the home, leading to higher levels of attraction and retention of residents — and increased profits.
“The senior population expects effective and constant communication,” Benefield says. “Our community is driven around activities and events small and large to keep our seniors active. Satisfaction in the retirement community is a key factor in keeping your residents happy and staying at your community.”
This article is sponsored by InTouchLink, the premier platform for resident engagement and family satisfaction in senior living, with custom community TV channels, a family portal and printable calendars/menus. InTouchLink keeps residents and families in the loop while simultaneously driving operational and staff efficiencies.
Written by Kourtney Liepelt
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