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2008
Family Survey
Executive Summary
Research Method:
In May 2008, a paper survey tool was mailed to 75 residents with
a family member currently enrolled at the Hope Center. Twenty-eight individuals returned a completed survey,
representing a response rate of 37%. Survey design, collection
and analysis were completed via internal resources.
Survey
Design:
Respondents
used a 4-point scale (Excellent, Good, Adequate, and Needs
Improvement) to rate 10 key areas.Click on each to see the
results:
- Application
/ Enrollment Process
- Family
Support / Education
- Personal
Care Services
- Nursing
Services
- Therapeutic
Activities
- Nutritional
Services
- Professionalism
of Staff
- Hours
of Operation
- Cleanliness/Adequacy
of Environment
- Value
of Service Relative to Cost
Respondents
were asked to complete four open-ended questions at the end
of the survey. Comments
will be used to target future marketing initiatives
and communications.
Key Findings:
Application/Enrollment Process ranked the highest with a total “Excellent” score
of 96.3%.
Family
Support / Education and Hours of Operation were identified as
potential areas for organizational improvement. 3.8% of respondents rated Family Support / Education
as “Adequate” and 3.7% rated Hours of
Operation as “Needs Improvement.”
Word
of mouth, customer perceptions of the Center being a leader in
the market
and first impression (of the physical building, internal atmosphere and friendliness /
professionalism of staff) were identified as the key
drivers that influenced respondents’ decision-making process.
If
you have questions about the 2008 Family Survey, please contact
Hope Alzheimer’s Center at
(401) 946-9220.
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