Family Satisfaction Survey – Senior Living

Annual or quarterly survey distributed to resident family members and representatives covering care quality, communication, safety, and overall satisfaction with the senior living community. Results inform quality improvement initiatives and demonstrate accountability to families.

Overall Experience & Recommendation

• How likely are you to recommend this community to a friend or family member seeking senior care?
  Rate on a scale of 1–5: 1 = Very unlikely, 3 = Neutral, 5 = Very likely (eNPS-aligned)
• Overall, how satisfied are you with the care and services your loved one receives at this community?
  1 = Strongly dissatisfied, 3 = Neutral, 5 = Strongly satisfied
• If you rated overall satisfaction 3 or below, please tell us what is most driving that score.
  Your candid feedback helps us prioritize the right improvements. All responses are anonymous.
• Compared to when your loved one first moved in, how would you describe the quality of care today?
  Select one: Much better / Somewhat better / About the same / Somewhat worse / Much worse

Care Quality & Clinical Services

• Staff treat my loved one with dignity, respect, and compassion.
  1 = Strongly disagree, 3 = Neither agree nor disagree, 5 = Strongly agree
• My loved one's personal care needs (bathing, grooming, dressing) are consistently met.
  1 = Strongly disagree, 3 = Neither agree nor disagree, 5 = Strongly agree
• Medication management is handled accurately and on schedule.
  1 = Strongly disagree, 3 = Neither agree nor disagree, 5 = Strongly agree
• When my loved one has a health concern or change in condition, staff respond promptly and appropriately.
  1 = Strongly disagree, 3 = Neither agree nor disagree, 5 = Strongly agree
• Please share any specific care quality concerns or compliments you'd like us to know about.
  Optional — your details help us recognize excellent staff and address gaps.

Communication & Family Partnership

• Staff keep me informed about important changes in my loved one's health, behavior, or care plan.
  1 = Strongly disagree, 3 = Neither agree nor disagree, 5 = Strongly agree
• When I contact the community with a question or concern, I receive a timely and helpful response.
  1 = Strongly disagree, 3 = Neither agree nor disagree, 5 = Strongly agree
• I feel like a valued partner in my loved one's care planning and decisions.
  1 = Strongly disagree, 3 = Neither agree nor disagree, 5 = Strongly agree
• Which communication channels do you currently use to stay connected with the community?
  Select all that apply: Phone calls / Email / In-person visits / Community app or portal / Newsletters / Care plan meetings
• What would make communication between you and our team more effective or convenient?
  Suggestions welcome — e.g., preferred frequency, format, or topics.

Safety, Environment & Amenities

• I feel confident that my loved one is safe and secure in this community.
  1 = Strongly disagree, 3 = Neither agree nor disagree, 5 = Strongly agree
• The community is consistently clean, well-maintained, and free of unpleasant odors.
  1 = Strongly disagree, 3 = Neither agree nor disagree, 5 = Strongly agree
• Dining options meet my loved one's nutritional needs and personal preferences.
  1 = Strongly disagree, 3 = Neither agree nor disagree, 5 = Strongly agree
• Activities and social programming provide meaningful engagement for my loved one.
  1 = Strongly disagree, 3 = Neither agree nor disagree, 5 = Strongly agree

Staff & Leadership

• Staff members know my loved one as an individual — their preferences, history, and personality.
  1 = Strongly disagree, 3 = Neither agree nor disagree, 5 = Strongly agree (person-centered care indicator)
• The community's leadership team is visible, approachable, and responsive to family concerns.
  1 = Strongly disagree, 3 = Neither agree nor disagree, 5 = Strongly agree
• Staff turnover has NOT negatively affected the consistency of care my loved one receives.
  1 = Strongly disagree, 3 = Neither agree nor disagree, 5 = Strongly agree
• Is there a specific staff member you would like to recognize for exceptional care or service?
  Optional — recognition is shared with the team (this response may not remain anonymous if a name is mentioned).

Open Feedback & Optional Demographics

• What does this community do best? What should we protect and never change?
  Strengths are as important to understand as areas for improvement.
• What is the single most important improvement we could make to better serve your loved one and your family?
  Please be as specific as possible — your input directly shapes our quality improvement priorities.
• Is there anything else you would like us to know?
  Any additional thoughts, concerns, or compliments are welcome.
• How long has your loved one been a resident of this community?
  Optional — helps us understand satisfaction trends by tenure. Less than 3 months / 3–12 months / 1–2 years / 3–5 years / More than 5 years
• What level of care does your loved one currently receive?
  Optional — Independent Living / Assisted Living / Memory Care / Skilled Nursing / Respite / Other