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Anthony Cirillo

More Measuring Assisted Living Satisfaction

By December 17, 2012

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The National Center for Assisted Living (NCAL) released results from two surveys revealing that 91 percent of the participating assisted living providers measure resident and family satisfaction levels, and that overall 71 percent of staff remained working at the same community in 2011.

The statistics are from the "NCAL 2012 Assisted Living Performance Measures Survey" which was limited to NCAL members, and the "NCAL 2011 Assisted Living Staff Vacancy, Retention, And Turnover Survey (VRT)" which fielded responses from NCAL, Leading Age, American Seniors Housing Association, and Assisted Living Federation of America members.

These reports cover 10 performance measure areas key to delivering high quality care.

"The reports give us tangible data that tells the profession's quality story in a way that can be easily understood by residents, families, staff, and policymakers alike," says Dave Kyllo, NCAL executive director. "The results of the questionnaires show providers remain dedicated to delivering high-quality services and person centered care."

Ninety-eight percent of the respondents reviewed incident reports for residents and almost 97 percent reviewed incident reports for staff. Ninety-eight percent of participants reported having formal ongoing employee training. Slightly more than 75 percent of respondents had employee recognition programs, and 60 percent had an employee assistance program.

The VRT survey covers retention, vacancy and turnover rate for five job categories and 16 job positions. The overall retention rate for all assisted living employees was 71 percent, overall turnover rate 25 percent and overall vacancy rate was 2 percent. The category with highest retention rate was Administrative and Management with 84 percent, and the food services category had the lowest retention rate with 72 percent. While the overall vacancy rate across all major assisted living job categories is low, nursing staff had the highest vacancy rate with 3 percent and the highest turnover (29 percent).

While encouraging the retention rate for nurses is dismaying. Recent studies have shown that one in five nurses suffer from depression. Burnout is inevitable but it also points to a need to pay special attention to the health and well-being of front line staff.

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