Skip Ribbon Commands
Skip to main content

 Fast Facts

  • Almost 90% of communities measure resident and family satisfaction
  • 88.7% have a resident council
  • Of the communities that have a resident council, 82.7% have leadership that meet with the council

 From Our Bookstore

Assessing Satisfaction In Health and Long-Term Care

Customer Satisfaction

Just like any other business, assisted living communities must ensure that the customer is king. Customer satisfaction ratings provide a rich source of information for people seeking long term care services for themselves or for a loved one. Many consumers already ask prospective communities for their customer ratings, and the trend is moving toward greater public reporting.

The profession lacks a national data source that would allow the measurement of satisfaction across all assisted living communities. The AHCA/NCAL Customer Experience Committee has developed a core set of customer satisfaction questions, called “CoreQ” aimed at remedying the current challenge. CoreQ has four questions for assisted living communities:

  1. In recommending this facility to your friends and family, how would you rate it overall?
  2. Overall, how would you rate the staff?
  3. How would you rate the care you receive?
  4. Overall, how would you rate the food?

Assisted living communities are encouraged to work with the outside vendor that is conducting their satisfaction surveys to ensure these four questions are incorporated into their customer surveys. AHCA/NCAL hopes to allow members to soon enter in their CoreQ results into the association’s online tool, LTC Trend Tracker. ​

The AHCA/NCAL Quality Initiative Recognition Program offers an opportunity for individual members to demonstrate their achievement of the goals.
In 2014, 58 assisted living communities submitted their results and were recognized for reaching this goal.
​DISCLAIMER: The AHCA/NCAL quality programs’ contents, including their goals and standards, represent some preferred practices, but do not represent minimum standards or expected norms for skilled nursing and/or assisted living providers. As always, the provider is responsible for making clinical decisions and providing care that is best for each individual person.​