Executive Summary Independent Living Satisfaction Study

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Executive SummaryIndependent Living Satisfaction

Study

March 21, 2014

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120 of 143 Independent Living residents from Ingleside at Rock Creek completed a survey, yielding a response rate of 83.9%.

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.

The average response rate for Independent Living studies among Holleran clients is 79.3%.

Methodology

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Overall Satisfaction Results

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Very poor (1)

Poor (2)

Average (3)

Good (4)

Excellent (5)

0% 10% 20% 30% 40% 50% 60%

0.6%

1.6%

8.5%

41.6%

47.7%

0.3%

0.5%

11.2%

51.6%

36.3%

0.0%

3.8%

18.8%

48.8%

28.8%

0.0%

0.0%

13.8%

51.7%

34.5%

2014 2012 Westminster Ingleside Overall Holleran Benchmark

Frequency of ResponsesOverall satisfaction with Ingleside at Rock Creek

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Very poor (1)

Poor (2)

Average (3)

Good (4)

Excellent (5)

0% 10% 20% 30% 40% 50% 60%

1.2%

3.3%

16.2%

42.1%

37.2%

0.3%

2.5%

16.6%

46.1%

34.5%

0.0%

3.8%

23.1%

53.8%

19.2%

0.0%

1.7%

12.9%

53.4%

31.9%


Frequency of ResponsesLong-term confidence in Ingleside at Rock Creek's future

6

Very poor (1)

Poor (2)

Average (3)

Good (4)

Excellent (5)

0% 10% 20% 30% 40% 50% 60%

1.0%

1.9%

10.2%

38.2%

48.7%

0.7%

3.6%

17.1%

49.1%

29.6%

0.9%

4.6%

13.9%

49.1%

31.5%

2014 Westminster Ingleside Overall Holleran Benchmark

Frequency of ResponsesIngleside at Rock Creek's fulfillment of its mission statement

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Don’t know

No

Yes

0% 10% 20% 30% 40% 50% 60% 70% 80% 90%

11.1%

4.4%

84.5%

13.0%

4.7%

82.2%

15.0%

5.0%

80.0%

12.0%

2.6%

85.5%


Frequency of Responses

Would you recommend Ingleside at Rock Creek to a friend or relative?

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Don’t know

No

Yes

0% 10% 20% 30% 40% 50% 60% 70% 80% 90%

15.0%

4.3%

80.7%

16.4%

5.0%

78.5%

20.0%

3.8%

76.3%

11.1%

3.4%

85.5%



Would you select Ingleside at Rock Creek again?

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2014 Satisfaction Results

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Factor Mean ScoreCourtesy of staff to visitors 94.9Friendliness/courtesy of staff 93.7Staff's respect for privacy 93.3Opportunity to engage in a variety of suitable resident activities 92.9Quality of resident Billing Department services 90.5Accessibility of the Executive Director, Ann Schiff 89.9Effectiveness of rehabilitation services provided by Ingleside at Rock Creek 88.1

Quality of spiritual services 87.8Appeal of common areas 87.1Appropriateness of meal times 86.3Cleanliness of dining areas 86.3

Highest Scoring Factors

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FactorMean Score

Temperature of food 66.7Training of waitstaff 67.1Availability of specialty care providers 67.2Quality of care in the Healthcare Center 67.9Convenience/availability of parking 70.4Training and supervision of staff 72.8Timely response to maintenance requests 73.1Understanding of the need for transition between levels of care or implementing other options 73.8

Timeliness of communications 75.0Effectiveness of Resident Council 75.3

Lowest Scoring Factors

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Ingleside at Rock Creek

Holleran Benchmark2014 2012

Frequency of ResponsesYesP 85.5% 80.0% 84.5%NoD 2.6% 5.0% 4.4%Don’t knowD 12.0% 15.0% 11.1%

Approximate Net Promoter ScoreWould you recommend Ingleside at Rock Creek to a friend or relative? 70.9 60.0 69.0

Net Promoter ScoreThe 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.• DetractorsD are unhappy or neutral residents who are not likely to recommend

Westminster Ingleside.

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Executive SummaryAssisted Living Satisfaction Study

March 21, 2014

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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%.

Methodology

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16

Very poor (1)

Poor (2)

Average (3)

Good (4)

Excellent (5)

0% 10% 20% 30% 40% 50% 60% 70%

0.4%

1.3%

9.6%

41.2%

47.5%

0.0%

1.2%

21.0%

35.8%

42.0%

0.0%

8.3%

12.5%

58.3%

20.8%

0.0%

0.0%

27.6%

31.0%

41.4%



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Don’t know

No

Yes

0% 10% 20% 30% 40% 50% 60% 70% 80% 90% 100%

7.0%

3.7%

89.3%

8.6%

4.9%

86.4%

0.0%

20.8%

79.2%

6.9%

10.3%

82.8%




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Don’t know

No

Yes

0% 10% 20% 30% 40% 50% 60% 70% 80% 90%

10.9%

4.6%

84.5%

12.3%

7.4%

80.2%

0.0%

16.7%

83.3%

13.8%

10.3%

75.9%




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FactorMean Score

Quality of spiritual services 91.0Appeal of common areas 88.3Friendliness/courtesy of staff 88.3Notification to the responsible party about changes in your/the resident's medical condition 88.2Friendliness/courtesy of direct care staff 87.9Quality of transportation services 87.8Accommodation of special dietary requests (i.e., no-salt, low cholesterol, no-sugar, gluten-free, etc.) 87.3Safety and security of buildings and grounds 87.1Overall cleanliness of facility 86.4Preservation of dignity 85.0


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FactorMean Score

Adequacy of new resident orientation 67.0Quality of laundry service (general and personal clothing items) 69.3Ease of transition between levels of care 72.0Temperature of food 73.3Effective management of community changes 75.8Quality of housekeeping services 77.2Quality of food and snacks 77.2Accessibility of Administrator, Ann Schiff 77.6Visual appeal of meals 79.3Responsiveness to inquiries/problems 80.7


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Ingleside at Rock Creek



Approximate Net Promoter ScoreWould you recommend Ingleside at Rock Creek to a friend or relative? 65.6 58.4 78.6




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Executive SummarySkilled Nursing Satisfaction Study

March 21, 2014

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Holleran’s Data Collection Center interviewed 24 of 35 Skilled Nursing residents/family members by telephone, yielding a response rate of 68.6%.

The average response rate for Skilled Nursing telephone studies among Holleran clients is 76.5%.

Methodology

Trained interviewers conducted interviews between February 10 and February 21, 2014. Each interview lasted approximately 8 to 10 minutes.

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Very poor (1)

Poor (2)

Average (3)

Good (4)

Excellent (5)

0% 10% 20% 30% 40% 50% 60% 70%

0.7%

2.1%

11.8%

41.3%

44.2%

0.0%

3.6%

15.7%

49.4%

31.3%

0.0%

0.0%

21.4%

60.7%

17.9%

0.0%

0.0%

25.0%

50.0%

25.0%



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Don’t know

No

Yes

0% 10% 20% 30% 40% 50% 60% 70% 80% 90% 100%

6.2%

5.4%

88.4%

13.1%

8.3%

78.6%

20.7%

10.3%

69.0%

20.0%

8.0%

72.0%




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Don’t know

No

Yes

0% 10% 20% 30% 40% 50% 60% 70% 80% 90%

8.7%

6.3%

85.0%

14.5%

9.6%

75.9%

10.7%

21.4%

67.9%

16.7%

8.3%

75.0%




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FactorMean Score

Friendliness/courtesy of direct care staff 89.6Accommodation of special dietary requests (i.e. no-salt, low cholesterol, no-sugar, gluten-free, etc.) 89.5Quality of spiritual services 89.0Friendliness/courtesy of staff 86.4Notification to your responsible party about changes in your medical condition 85.8Overall cleanliness of facility 84.2Preservation of dignity 83.2Responsiveness to inquiries/problems 82.7Nursing staff's understanding of your medical needs 82.4Skill level of direct care staff 81.9


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Factor Mean ScoreQuality of laundry service (general and personal clothing items) 68.6Adequacy of new resident orientation 73.8Ease of transition between levels of care 74.0Temperature of food 74.1Staff's commitment to encouraging the functional independence of the residents 75.0

Quality of housekeeping services 75.5Variety of menu selections 76.5Quality of food and snacks 76.7Quality of care in the Healthcare Center 77.4Visual appeal of meals 79.0


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Ingleside at King Farm



Approximate Net Promoter ScoreWould you recommend Ingleside at Rock Creek to a friend or relative?

44.0 38.0 76.8




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Executive SummaryEmployee Satisfaction Study

March 21, 2014

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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%.

MethodologySurvey 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.

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36

Strongly disagree (1)

Disagree (2)

Neither agree nor disagree (3)

Agree (4)

Strongly agree (5)

-10% 0% 10% 20% 30% 40% 50% 60%

3.1%

4.9%

12.7%

41.5%

37.8%

5.2%

4.1%

14.3%

34.9%

41.5%

13.2%

9.6%

11.4%

34.2%

31.6%

10.1%

0.8%

13.2%

31.8%

44.2%

2014 2012 Westminster Ingleside Overall

Frequency of ResponsesOverall, I am satisfied with my job.

37


Disagree (2)


Agree (4)

Strongly agree (5)

-10% 0% 10% 20% 30% 40% 50% 60%3.9%

5.2%

14.8%

35.6%

40.5%

5.9%

5.0%

14.2%

27.0%

48.0%

7.3%

10.0%

18.2%

34.5%

30.0%

12.1%

1.5%

15.9%

21.2%

49.2%



I would recommend Ingleside at Rock Creek as a great place to work.

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Disagree (2)


Agree (4)

Strongly agree (5)

-10% 0% 10% 20% 30% 40% 50% 60%7.7%

6.6%

17.9%

29.3%

38.6%

10.4%

8.3%

13.0%

23.2%

45.0%

11.0%

0.9%

23.9%

19.3%

45.0%

12.6%

4.2%

11.8%

24.4%

47.1%



I think I will be working at Ingleside at Rock Creek in three years.

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Highest Scoring FactorsFactor Mean ScoreI know what is expected of me. 91.1I have respect for my Supervisor. 91.0I feel I am a valued and important employee. 86.1I understand the policies outlined in the employee handbook. 85.4

I understand Ingleside at Rock Creek's mission and goals. 84.8I am respected by my co-workers. 84.5I often leave work feeling good about the work I did. 84.1I am trained in safety and emergency procedures. 82.6Orientation for new employees is helpful. 82.5I have enough authority to do my work. 80.9

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Factor Mean ScorePromotions are given to those who most deserve them. 61.5My performance evaluation is done on time. 64.2Everyone is treated fairly and has the same opportunities. 66.7

My performance evaluation provides useful feedback about my work. 67.8

The workload of my team is distributed fairly. 68.0Ingleside at Rock Creek manages change well. 68.3My Supervisor asks for employee input with problem solving. 69.2Ingleside at Rock Creek cares for its employees. 69.9I am given feedback about my work on a regular basis. 70.0My Supervisor keeps me informed about matters affecting me. 72.4

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I would recommend Ingleside at Rock Creek as a great place to work. 2014 2012

Holleran Benchmark

Frequency of ResponsesStrongly AgreeP 49.2% 30.0% 40.5%Agree 21.2% 34.5% 35.6%Neither Agree nor DisagreeD 15.9% 18.2% 14.8%DisagreeD 1.5% 10.0% 5.2%Strongly DisagreeD 12.1% 7.3% 3.9%

Approximate Net Promoter ScoreI would recommend Ingleside at Rock Creek as a great place to work. 19.7 -5.5 16.6

Net Promoter ScoreThe 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.• DetractorsD are unhappy or neutral employees who are not likely to recommend


Executive Summary Independent Living Satisfaction Study

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