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 Fast Facts

  • 91% of assisted living residents would recommend the community to others
  • 91% of assisted living residents rate their overall satisfaction with their community as good or excellent

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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.  In long term care the question that best captures the quality experienced by customers is their “willingness to recommend their assisted living to others as a good place to receive care.” 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.
For customer satisfaction, the profession lacks a national data source that would allow us to measure satisfaction across all assisted living communities. The AHCA/NCAL Customer Experience Committee is hard at work on remedying that situation by developing a core set of customer satisfaction questions. These are currently in testing by researcher Dr. Nicholas Castle at the University of Pittsburgh.

​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.​