Life Care Services has the most satisfied residents among eight large industry competitors, according to a new study from global marketing information services company J.D. Power.
Des Moines, Iowa-based Life Care Services, an LCS company, took the top spot, followed by McLean, Virginia-based Sunrise Senior Living; Newton, Massachusetts-based Five Star Senior Living (NYSE: FVE); and Chicago-based Senior Lifestyle.
“The J.D. Power award represents the voice of the senior living customer, and I can’t think of a more important voice than that of the residents we serve,” LCS President and CEO Joel Nelson stated in a press release. “I continue to be inspired by the passion our employees have for our industry and for the seniors they serve. We are grateful for and humbled by this honor.”
For the “2019 U.S. Senior Living Satisfaction Study,” J.D. Power measured resident and family satisfaction for older adults and their loved ones. The study is based on responses from 3,021 senior living residents or their decision-makers, and was conducted earlier this year between June and August.
The companies were judged on seven factors of resident experience: services and activities; community staff; food and beverage; new resident orientation; resident cost; community and grounds; and resident apartment unit. They were then ranked in overall satisfaction on a 1,000-point scale.
Below are the full rankings:
The study also included some other findings, such as the fact that residents were much more likely to stay in communities which scored above 900. Of those residents, 91% said they “definitely will” continue living in their community, while just 6% of residents said the same thing in communities which scored less than 600.
Almost half (45%) of the surveyed residents said it was the quality of staff and services that prompted them to pick the community where they live, while more than half (54%) chose their community because of a convenient location.
While satisfaction scores averaged 146 points higher for residents who went through an in-person orientation after move-in, almost a quarter (20%) of the surveyed residents said they never got one.
Similarly, satisfaction scores increased 89 points when senior living employees performed for them at least six positive tasks, which included knowing personal details about the resident; communicating clearly; offering assistance; and greeting residents in a friendly way. But, only 53% of the surveyed residents said staffers performed these tasks for them.
J.D. Power has grown its involvement in the senior housing space in the past year. The company launched its first-ever senior living certification program last year, with Five Star snagging the first three such accolades in February of this year.
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