CLIENT
EXPERIENCES

Customer Service

Customer Service

  • 90% of staff state that new communication techniques help them better meet the needs of residents
  • 76% of staff surveyed shared that new ways of communicating have made their jobs easier
  • 10% increase in the number of residents that say, “Staff speak to me respectfully.”

“There is no way that metrics can capture the feel of walking on these two units before the project and now…that is where we see the true difference!”

– Administrator

“I now know to watch my tone, volume and facial expressions which affect people with dementia.”

– Resident

Engagement

Engagement

  • An overall decrease in the number of staff who felt policies and processes stood in their way
  • Resident mentors trained to lead their own Peer Support Group
  • Residents, family and staff saw an improvement in dementia education
Person-Centeredness

Person-Centeredness

  • 89% of residents agree “Staff encourage me to stay independent and to do things for myself.”
  • 100% of family members surveyed believe “The staff have a sense of my family member as a unique individual.”
  • Resident-led welcoming committee

“As we sit here in our wheelchairs, we are raising money for those less fortunate than us. We have the ability to help others.”

– Resident

“This was worth more than what I paid and I haven’t even gotten the report yet!”

– President & CEO

Price of Engagement

Price of Engagement

  • Increased Census: 9% higher
  • Increased Revenue: $11.43 per resident, per day
  • Decreased Turnover: 50% less turnover

Based on Commonwealth Fund & Gallup Inc. research