Assisted Living, Memory Care Outperforming in Resident Satisfaction
J.D. Power survey points to declines in satisfaction with community staff and buildings and grounds.
Assisted living and memory care providers are outperforming independent living operators in resident satisfaction, according to the J.D. Power 2022 U.S. Senior Living Satisfaction Study released this week.
The report said the combined effects of a prolonged labor shortage; deferred maintenance and building improvements; and rising prices are challenging providers and their residents.
Independent Living’s overall satisfaction score for independent senior living providers declined for a second consecutive year, and the score for assisted living and memory care providers increased slightly year over year.
The study evaluates resident satisfaction with the largest independent living providers as well as family member/decision-maker satisfaction with the largest providers of assisted living and memory care for their loved ones.
For independent living, score declines were greatest in satisfaction with community staff (-12 points) and satisfaction with community buildings and grounds (-10).
Andrea Stokes, senior living practice leader at J.D. Power, said in prepared remarks, “As we come out of the pandemic, many senior living communities are still recovering and struggling to keep up with staffing needs.
“The key for senior living executives during this transition is to ramp up communication with residents and their families. Now is the time when both frontline staff and executive teams must be highly visible, accessible, and forthcoming about facility management.”
Individual Companies That Stand Out
J.D. Power has Life Care Services ranking highest in independent living resident overall satisfaction for a fourth consecutive year, with a score of 841. Five Star Senior Living (739) ranks second.
It has Brookdale Senior Living (832) and Enlivant (832) ranking highest in family member/decision-maker overall satisfaction with assisted living and memory care providers. Sunrise Senior Living (831) was third.
Dining service emerges as a bright spot: In both the independent living and assisted living/memory care segments.