Most Assisted Living Facilities Measure Resident and Family Satisfaction

On Tuesday, November 9th, the National Center for Assisted Living released the results of its “2010 Assisted Living Performance Measures Survey,” which found that the majority of assisted living facilities have implemented performance measure procedures to monitor the quality of care and resident and family satisfaction. This study is the first annual collection of data to focus on performance measures. Assisted Living Performance Measurement

Alongside this survey is the Employee Vacancy, Retention, and Turnover Survey, which analyzes workforce stability. One interesting finding from this survey is that the assisted living industry has an overall average retention rate of about 51 percent. Turnover rates among non-certified caregivers, medication aides, and certified nursing assistants range from 44 to 55 percent.

Findings from the Performance Measures Survey are particularly interesting, however, because they detect strong industry trends. For example, the majority of assisted living facilities (98%) are conducting criminal background checks on all new employees. In some states, this is mandatory, but in states in which it is not, it’s certainly a selling point for potential residents.

Other key findings from this innovative report include:

  • 91% of assisted living communities measure resident and family satisfaction
  • 94% have a licensed nurse available to residents and staff 24 hours per day
  • 94% review incident reports for residents
  • 85% measure employee satisfaction

Satisfaction surveys are important in assisted living marketing

Most assisted living facilities recognize the importance of measuring the satisfaction of residents, families and employees. Employee satisfaction, while measured by fewer surveyed facilities (85%), has a direct effect on resident satisfaction. Satisfied employees are more invested in their careers and tend to take greater care when performing job duties, leading to residents who feel cared for and have their needs consistently met. It’s as simple as this: If you’re not measuring satisfaction, you can’t have your finger on the root of potential problems, and you lack the tools to make improvements.

Measuring satisfaction is a crucial component of an effective marketing campaign. Regular monitoring will help you identify areas of concern before they become big problems. It will also help you pinpoint the key aspects of life in your community that residents enjoy most, which is an easy way to identify key selling points. What better way to impress potential customers than to provide data from your most recent satisfaction survey indicating that the majority of residents, families, and staff all report high levels of satisfaction?

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