High Resident Engagement and Satisfaction


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Ensuring residents are happy, engaged and satisfied with their life at Kendal at Lexington (KaLex) is a cornerstone value of our community. Surveys were conducted in 2019 through Holleran to gather feedback from Kendal at Lexington residents and ensure we continue to meet both established benchmarks and our own high standards. For Independent Living (IL) residents, we chose to use the new Holleran Engagement Survey, while Assisted Living (AL) and Skilled Care (SNF) residents completed the traditional Holleran Satisfaction Survey.

For all three levels of care, the responses from KaLex residents exceeded Holleran’s benchmark. Here are some of the highlights revealed in the survey results.

Independent Living Resident Engagement

According to the survey, resident engagement is defined as, “the degree to which a community creates an environment that promotes and facilitates residents’ investment in themselves, the organization and the community.” The survey utilizes questions across four categories to establish a “Resident Engagement Index.” The four categories and Kalex’s percentile scores are listed below:

  • Voice, 86th percentile
  • Connection, 83rd percentile
  • Fulfillment, 85th percentile
  • Well-being, 87th percentile

These high marks led Holleran to identify Kendal at Lexington as a Choice Community for Resident Engagement, with Wellness/Fitness Programs, Respect for Privacy and Administrative Accessibility leading the way with the highest response scores.

Webster Assisted Living Resident Satisfaction

With recent renovations, there were fewer residents than usual in the Webster Center during the survey, leading to a sample size of only 13. Still, Kendal at Lexington hopes to use the insights gained from these few responses to guide the transition in Webster as renovations are completed.

The survey responses indicated that residents were most satisfied with safety and security, staff friendliness and responsiveness of the direct care staff. The high scores in these three factors all came in above the 85th percentile of the Holleran Benchmark.

Borden Center Skilled Living Resident Satisfaction

This year’s survey included several new questions to further evaluate how satisfied residents are with key care elements. The results showed that SNF residents are clearly happy with their newly renovated rooms, citing cleanliness of the community, friendliness of staff and upkeep of the buildings as the areas where they were most satisfied.

Identifying Areas of Opportunity

It has been a year of great change around the Kendal at Lexington campus, and resident feedback has been extremely valuable throughout the transitions. The insights gained from the Holleran surveys across all three levels of care offer confirmation of the areas where Kendal excels, as well as areas of opportunity to continue striving for high resident engagement and satisfaction.

As next steps, we’ll be identifying and prioritizing these areas of opportunity, then developing concrete, actionable plans to address each area. While we’re proud to have been recognized by Holleran for outperforming benchmarks, we’ll continue to aim for constant improvement that honors the feedback and interests of all residents.

Interested in learning more about becoming a Kendal at Lexington resident? Give us a call at 800-976-8303.

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