Overall resident satisfaction scores went up significantly during the COVID pandemic, according to the national Holleran research benchmark. A comparison of scores between pre-pandemic and during the pandemic was conducted in a just-released analysis, showing that scores increased across all levels of care at the nation’s leading Life Plan Communities. 
 
Although this finding may seem counterintuitive, there are plausible reasons for the positive scores. First, residents believe their communities did everything possible to keep them safe during the pandemic. This is evident from the multitude of qualitative comments submitted on Holleran resident surveys from April 2020 thru December 2021. Response to the pandemic was front and center in the minds of residents and was likely a top driver of resident satisfaction during this time period.
 
Second, although resident engagement mean ratings dropped overall, one domain of engagement increased: the voice domain, which measures how well a campus listens to residents, responds to concerns, is transparent and keeps residents informed. Campuses got creative with how they communicated with independent living residents and their families, and this creativity paid off, leading to significantly higher “voice” scores. Use of Zoom, apps, digital engagement platforms, personal phone calls, daily or weekly updates in newsletters – all contributed to helping residents navigate the pandemic.
 
A written comment from one resident on the Holleran survey illustrates the appreciation for transparent communication during COVID: “The administration was really open with us about what was going on and some of the challenges they were facing with contradictory information from the CDC and local government entities. They didn’t pretend to have all the answers and when new recommended protocols emerged, they immediately shared those with us.”

Want to know how your residents are feeling about their engagement with your community?  Contact Holleran today and begin to plan for your Resident Satisfaction and Engagement Survey. 

Email Katelyn McCauley at kmccauley@holleranconsult.com or call (717) 478-5211.