Senior Living Providers Focus on Resident Experience in Face of Pandemic Concerns, J.D. Power Finds
Brookdale Senior Living and Senior Lifestyle Rank Highest in a Tie among Assisted Living/Memory Care Providers; Life Care Services Ranks Highest among Independent Living Providers
Amid continued worries about COVID-19 outbreaks in senior living communities nationwide, the families of assisted living/memory care residents are generally very satisfied with assisted living/memory care operators. The J.D. Power 2020 U.S. Senior Living Satisfaction StudySM, released today, evaluates resident satisfaction with the top independent living providers as well as family member satisfaction with the top providers of assisted living/memory care communities. The study also highlights areas in which these providers can improve, from better access to executive leadership to deeper community engagement.
“This year, the nation’s major senior living providers have continued to focus on the resident experience, while also addressing pandemic-related health and safety concerns,” said Andrea Stokes, hospitality intelligence lead at J.D. Power. “For independent living residents, factors such as activities, dining, staff and cost are of similar importance. For family members of assisted living/memory care residents, cost is twice as important as dining or activities. This indicates that assisted living/memory care providers need to emphasize the value of their services to family members who are often financially responsible for their loved one.”
Following are some key findings of the 2020 study:
- Room to improve on staff engagement in independent living communities: Among independent living residents, staff interactions have the second biggest positive effect on overall satisfaction with the community. Despite this high level of influence, just 44% of independent living facility residents indicate that staff members periodically inquire about their satisfaction.
- Executive directors need to be easier to reach: One of the biggest opportunities to improve family member satisfaction with assisted living/memory care communities is easy access to the executive director or general manager. Nearly half (48%) of family members say the executive director or general manager is not very easy to contact when needed.
- Personalized attention matters in assisted living and memory care: Not surprisingly, family members have high expectations for staff members’ attention to their loved one. Overall satisfaction scores among family members increase when community staff members show they care for residents on a personal level. For example, when staff ensures the resident feels part of the community, satisfaction climbs 142 points (on a 1,000-point scale). When family members know the staff understands their loved one’s medical history, overall satisfaction increases 153 points.
- Assisted living/memory care community response to pandemic: Families of assisted living/memory care community residents give facilities an average rating of 8.24 (on a 10-point scale) for their overall response to COVID-19. Among the most frequently recognized pandemic-related efforts are an increased focus on cleanliness, change in procedures to promote social distancing and offering advice/guidance on how to deal with the pandemic.
Brookdale Senior Living and Senior Lifestyle rank highest in a tie in family member/decision-maker overall satisfaction with assisted living and memory care providers, each with a score of 843.
Life Care Services ranks highest in independent living resident overall satisfaction for a second consecutive year, with a score of 855. Five Star Senior Living (778) ranks second and Brookdale Senior Living (764) ranks third.
The J.D. Power U.S. Senior Living Satisfaction Study measures resident satisfaction with the nation’s largest providers1 of independent living for seniors and family member/decision-maker satisfaction with the largest providers of assisted living/memory care services. Overall satisfaction is measured across six factors of the senior living experience (listed in alphabetical order): community buildings and grounds; community staff; dining; price paid for services received; resident activities; and resident apartment/living unit. The study is based on 4,992 responses from residents living in an independent community—or from family members/decision-makers on behalf of residents of assisted living/memory care communities—within the previous three years. It was fielded from June through August 2020.
For more information about the U.S. Senior Living Satisfaction Study, visit http://www.jdpower.com/business/resource/senior-living-study.
J.D. Power is a global leader in consumer insights, advisory services and data and analytics. A pioneer in the use of big data, artificial intelligence (AI) and algorithmic modeling capabilities to understand consumer behavior, J.D. Power has been delivering incisive industry intelligence on customer interactions with brands and products for more than 50 years. The world's leading businesses across major industries rely on J.D. Power to guide their customer-facing strategies.
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1Independent living providers included in the study must have had at least 9,000 living units and could not solely operate entrance-deposit communities. Included assisted living/memory care providers must have had at least 12,000 assisted living and/or memory care living units. Living unit data based on the Argentum Largest Providers Report, 2019.