Westminster Canterbury Earns High Marks on Satisfaction Survey
Westminster Canterbury awarded highest honors in 31 categories
Lynchburg, Virginia — March 2016
Westminster Canterbury has been awarded Highest Honors in 31 categories based on resident satisfaction survey results of its community at 501 VES Road.
The survey was conducted in November 2015 by Holleran, a consulting firm for senior living providers. Westminster Canterbury’s survey results were compared against benchmarks of 422 communities in 38 states and Canada.
Westminster Canterbury received particularly high marks in areas of overall satisfaction, value for price paid, long-term confidence in the community’s future, and recommending Westminster Canterbury to a friend or relative. The organization significantly exceeded national benchmark comparisons in 42 categories.
We are extremely proud of these overwhelmingly positive results and want to thank all of the residents and their families who participated in the survey, said Sean Huyett, CEO and president of Westminster Canterbury. These results are also higher than the survey we did two years ago which demonstrate the continuous quality improvement we strive for at Westminster Canterbury.
Holleran awards Highest Honors when overall satisfaction is in the 70th percentile or higher, a factor is significantly above the Holleran benchmark and in the 90th percentile, and there are at least 20 respondents with a 70 percent response rate.
Among the many Highest Honors awarded in Independent Living at Westminster Canterbury were survey areas related to: opportunity for resident input, assurance of care if funds are depleted, safety and security of apartments, buildings and grounds, accessibility of the administration, and friendliness/courtesy of staff.
Highest Honors in Skilled Nursing included overall satisfaction with Westminster Canterbury, responsiveness to inquiries, right to make independent decisions, direct care staff’s responsiveness to personal daily needs, and timeliness of communications. The scores in these areas were compared by Holleran to skilled nursing respondents from 290 communities in 33 states.
Similar survey results were achieved in assisted living. Highest Honors in Assisted Living/Memory Support included accessibility of administrator, confidence in emergency response, effectiveness of resident services staff, quality of transportation services, and safety/security of buildings and grounds. Westminster Canterbury’s results were compared to assisted living/memory support respondents from 400 communities in 32 states.
We had excellent participation from the community, said Lisa Martin, director of resident life & wellness. Our response rate exceeded the average in all areas when compared to other senior living communities across the country.
Surveys were completed by 92.7 percent of Westminster Canterbury’s independent residents, compared to an average response rate among Holleran clients of 80 percent. In the skilled nursing area, Westminster Canterbury’s response rate was 83 percent compared to an average of 67.3 percent, with an 86.9 percent response rate in assisted living/memory support compared to an average of 71.7 percent.
We are very proud of our results, said Martin. They reflect the direction of Westminster Canterbury’s leadership, the hard work of our staff members across our campus, the fact that we listen to our residents, and the level of resident involvement in our community.
Westminster Canterbury-Lynchburg is a non-profit, full-service, life plan community accredited by CARF/CCAC, an independent accrediting commission. The organization has more than 35 yearsí experience serving older adults.