October 15, 2019 —“It is encouraging,” says Mina Tepper, our Executive Director, “to know that Kendal at Lexington residents are eager to share their thoughts regarding campus life and services. This provides management with opportunities for improvement. It is particularly encouraging to find out that their level of satisfaction has increased.”
Every two years, Kalex residents participate in a resident satisfaction survey conducted by Holleran Consulting, a research organization specializing in senior living communities. Holleran currently represents 302 communities in 36 states and consequently has a large data base for comparison. Kalex has done very well in the most recent survey, which residents took in the fall of 2015, with scores that are predominantly higher — and sometimes a lot higher — than the Holleran benchmark. In comparison with the twelve other Kendal affiliates, which are similar to us in many ways, Kalex is sometimes above and sometimes a bit below the aggregate score.
The results of the latest survey were presented by Mina at a special residents’ meeting on November 23. If you missed the meeting, copies of the detailed handout are available from Becky Edmondson, Executive Assistant.
Topping the list of approval ratings was the friendliness and courtesy of Kendal’s staff, which earned a ninety-eight per cent score, far above the Holleran average. (This is pleasing but perhaps not surprising; we know we have the best staff in the world.) The mean scores of twelve factors significantly exceed the Holleran benchmark. Listed among our areas of special strength are the staff’s respect for resident privacy; opportunities for resident input; fulfillment of the original contract (resident care agreement); fulfillment of expectations as promoted by marketing; the quality of the billing department; and the accessibility of the Executive Director.
Long-term confidence in the future of Kendal at Lexington earned a rating of 89.4 per cent, significantly above the Holleran benchmark at 84.8 and also above the aggregate of Kendal affiliates at 86.6.
“Areas of opportunity,” as cited by the Independent Living residents, included perceived concerns with care at the Borden Center (skilled nursing care); upkeep and repair to buildings; and timely response to non-urgent maintenance requests. These areas are currently being addressed, according to Mina.
Originally published in the January 2016 Resident Newsletter