Provider Member

Surveys for Resident and Staff

Satisfaction

Presented By:

Jocelyn Martin & Connie Wolfe

May 10th, 2010

2

Today’s Agenda

• Steering Committee– Role of Committee– Point Person

• Product Overview

• Timeline

• Demographics and Survey Tools– Independent Living– Assisted Living– Skilled Nursing– Staff

Holleran Overview

4

Who is Holleran?

• An independent research firm located in Lancaster, Pennsylvania

• Founded in 1992 by Michele Holleran

• Approximately 75 staff members• Niche within CCRC/Not-for-Profit Market• Provide stakeholder research services to the

Senior Living Sector and Health & Human Services Industry

5

Holleran’s Core Values

Integrity & Honesty

Customer Intimacy and Satisfaction

Teamwork

Innovation

Passion

6

Holleran’s National Databases• 99% not-for-profit, mission driven organizations

• Holleran’s National Benchmark– IL: +57,000, 33 states, 221 communities– AL: +7,800, 33 states and Canada, 197 communities– SN: +10,000, 31 states and Canada, 193 communities– HUD: +9,500, 9 states, 141 communities– AcuteCare: +2,264, 20 states, 67 communities– Staff: +46,500, 34 states, 281 communities– Large presence in Pennsylvania

• IL 71communities• AL 69 communities• SN 71communities• Staff 57communities

• Average response rate above 70%

Steering Committee

8

Steering Committee

• Role of Steering Committee– Determine appropriate factors and

demographics for use on all surveys• IL, AL, SN • Staff• 4-6 pages in length• 35-55 factors depending respondent type• Optional comments

– Feasibility of timeline– Communication process

Product Overview

10

Product Overview

• Survey Process– Kit for each participating community, provided by

Holleran– Step-by-step instructions from project kickoff

meeting to survey implementation and distribution• Importance of pre-communication & sample

letters• Best Practices to achieve a high response

rate-goal of 70%• Survey tool(s)• Timeline

11

Community Responsibilities

• Work with Marketing Contact at Holleran to develop and adhere to timeline

• Follow recommended survey process– Printing of surveys– Pre-communication to respondents– Distribution of surveys

• Act as a cheerleader for the project

12

PANPHA Member DeliverablesSent via Electronic Mail

• Guidelines for interpreting the report• Respondent demographics• Highest and Lowest performing factors• Key Drivers of overall satisfaction• Comparison to Holleran’s National Database, where

applicable• Community comparisons, ranking by factor(for multi-

site communities)• Verbatim comments by dimension and community -

for multi-site organizations (if selected)

13

PANPHA Association DeliverablesHard-Copy of Aggregate Report

• Guidelines for interpreting the report• Executive Summary of overall results/findings• Respondent demographics• Highest and Lowest performing factors• Key Drivers of overall satisfaction• Comparison to Holleran’s National Database and

PANPHA’s overall association, where applicable• CD-ROM containing report information• Two hours of post-report analyses

Timeline

15

Timeline

• Kickoff Meeting May 10th • Final Survey Development

– May 26th - Factor and Demographic selections due to Holleran

– June 2nd - Holleran submit survey drafts to Steering Committee for review

– June 7th - Final survey approvals due to Holleran

• Product Rollout – June 14th

Demographics and Survey Tool

17

Demographics and Survey Tools

• All participants will utilize the same survey tools and demographics

• Demographics– Need to be general to cover all potential

respondents– Typically 5-7 categories

• Survey Tools– Factor lists provided by Holleran– Able to add custom “PANPHA” factors

18

Survey Tools, Continued

• Resident Satisfaction– 1 to 5 Likert Scale

• Very Poor to Excellent, N/A option

– Independent Living• 55 factors

– Assisted Living & Skilled Nursing• 35 factors

• Staff Satisfaction– 1 to 5 Likert Scale

• Strongly Disagree to Strongly Agree, N/A option• 55 factors

19

What to Keep in Mind When Selecting Factors

• Key Drivers

• Most Used Factors

• Individual selections vs. Group selections

• Think “Big Picture”

• Consideration of Custom Factors– Opportunity to gather member

(resident/employee) specific feedback

20

Contact information:

Jocelyn Martin

jmartin@holleranconsult.com

1-866-736-0474