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:
- In recommending this facility to your friends and family, how would you rate it overall?
- Overall, how would you rate the staff?
- How would you rate the care you receive?
- 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.