TCMH · Supper 29 20 Housekeeping 24 11 Laundry 22 7 Medications 14 9 Baths 12 6 Incontinence products 9 4 Call bell - in my unit 22 18 Call bell- mobile 5 4. 4 Administration Respondents

TCMH

2016 Resident Satisfaction Survey

Report Prepared by:

Lynn Dare, MEd, CE

Geetha Van den Daele, CE

Contents

Introduction ................................................................................................................................................................... 1

Respondents .................................................................................................................................................................. 1

Key Findings ................................................................................................................................................................... 2

Data Analysis and Reporting........................................................................................................................................... 3

Services Used ................................................................................................................................................................. 3

Administration ............................................................................................................................................................... 4

Facilities and Maintenance............................................................................................................................................. 5

Pastoral and Spiritual Care ............................................................................................................................................. 7

Recreation and Activities................................................................................................................................................ 8

Food and Dietary Services .............................................................................................................................................. 9

Nursing Support and Services....................................................................................................................................... 12

Housekeeping and Laundry .......................................................................................................................................... 13

Telecommunications .................................................................................................................................................... 15

Nithview Community – Start, Continue, Stop ............................................................................................................... 16

Greenwood Court – Start, Continue, Stop .................................................................................................................... 17

1

Introduction

Tri-County Mennonite Homes (TCMH) serves the changing needs of seniors by providing safe and supportive

accommodations and programs. In November 2016, TCMH invited current residents of Nithview Community and

Greenwood Court to complete a survey about their satisfaction with services. The survey included questions about

food services, facilities, pastoral care, recreation, support services, housekeeping, laundry, and telecommunications.

The survey also provided opportunity for residents to suggest what TCMH should start, continue, and stop doing.

TCMH distributed over 200 copies of the survey to residents and contracted an independent consulting firm, Fresh

Insights, to analyze the responses and prepare this report.

Respondents

Approximately two-thirds of residents completed the survey (145 people). Among respondents, over three quarters

(79%) lived alone and the rest (21%) lived with their spouse.

Home areas # respondents

Nithview Community (n = 74) 74

Assisted Living 25

Independent Living – Garden townhouse 24

Independent Living – Tower apartment 6

Supported Living 9

Living area not specified 10

Greenwood Court (n = 71) 71

Court Apartment 53

Court Loft 7

Living area not specified 11

http://freshinsights.ca/

http://freshinsights.ca/

2

Key Findings

Overall, respondents were satisfied with the friendly staff and services provided at TCMH. Several respondents

expressed gratitude to TCMH through comments in the survey. Residents in both Nithview and Greenwood

appreciate having their concerns responded to quickly and efficiently.

Areas for Improvement

At Greenwood, some respondents said

they would like to see more activities and

improvements in their meal offerings and

services.

At Nithview, some respondents mentioned

the dining room was too cold, and some

suggested the grounds could be better

maintained.

Greenwood Court

I thank everyone here for

their love and kindness

Nithview Community

We do enjoy living here, and

recommend it to our friends

3

Data Analysis and Reporting

In the survey, respondents were asked to rate their agreement with various statements, grouped into different topics.

Respondents rated their agreement on the following scale: strongly agree, agree, no opinion/don’t know, disagree, or

strongly disagree. In our analysis, we analyzed the data from those who expressed an opinion on a given statement,

that is, we removed don’t know/no opinion responses from the calculations. For this report, we provide percentages

of respondents who agreed and strongly agreed with statements grouped together as “agreed.” Some respondents

(15%) did not indicate the specific home area in which they reside, therefore we reported percentages as totals for

Nithview and Greenwood. We also report totals (i.e., % strongly agreed and agreed) across both areas for 2016 and

2015 under the column headings ALL 2016 and ALL 2015 respectively.

Services Used

Nithview and Greenwood home areas provide a variety of

programs and supports to residents including meals,

housekeeping, laundry, nursing support, and safety devices (call

bells).

Services Used Nithview (number of

respondents)

Greenwood (number of

respondents)

Breakfast 26 7

Noon meal 44 40

Supper 29 20

Housekeeping 24 11

Laundry 22 7

Medications 14 9

Baths 12 6

Incontinence products 9 4

Call bell - in my unit 22 18

Call bell- mobile 5 4

4

Administration

Respondents indicated a high degree of satisfaction with TCMH administrative staff and services. Administrative staff

are viewed as approachable, friendly, and respectful. An area for slight improvement is how quickly and efficiently

residents’ inquiries are responded to. Most respondents agreed their questions, requests or complaints were

responded to quickly and efficiently; however, eight respondents (6%) disagreed.

Nithview Greenwood ALL 2016 ALL 2015

Statement percentage number of respondents

percentage number of respondents

percentage percentage

The administrative staff are approachable and friendly and treat me with respect.

100% 66 100% 70 100% 99%

My questions, requests or complaints to administration are responded to quickly and efficiently.

93% 60 94% 65 94% 97%

My admission documents (lease, life lease, etc.) were fully explained to me and I was given sufficient time to review and understand.

95% 63 97% 63 96% 98%

My invoices are accurate and easy to understand. 98% 66 95% 66 97% 96%

Administration does a good job of communicating with me.

97% 66 97% 64 97% 97%

Overall, I am satisfied with the administrative staff and services.

100% 66 99% 68 99% 98%

Entry questions handled well – Greenwood resident

Scrutiny of monthly invoicing is important to avoid errors – Greenwood resident

5

Facilities and Maintenance

Overall, respondents were satisfied with TCMH facilities and maintenance. Almost all respondents agreed that

maintenance staff are approachable, friendly, and respectful and that common areas are well-maintained. An area

for slight improvement is the way residents’ inquiries are responded to; while most residents agreed maintenance

needs are responded to quickly and efficiently, some respondents (n = 9) disagreed.





The maintenance staff are approachable and friendly and treat me with respect.

100% 69 97% 68 99% 100%

My maintenance questions, requests or complaints are responded to quickly and efficiently

91% 67 96% 68 93% 97%

My unit was clean and in good repair when I moved in.

99% 70 97% 69 98% 97%

My unit is kept in good repair by maintenance staff.

99% 67 96% 69 97% 98%

The common areas that I use are well maintained and kept in good repair.

100% 68 100% 68 100% 96%

I feel safe and secure in my home.

99% 70 100% 68 99% 99%

Overall, I am satisfied with the facilities and the maintenance.

97% 68 95% 66 96% 97%

6

Given the high percentages of agreement with

individual statements about maintenance (shown

on the previous page), agreement with the overall

satisfaction seems lower than might be expected.

TCMH may wish to further investigate residents’

satisfaction with maintenance. For example,

residents commented on outdoor maintenance

(e.g., lawn and flower garden maintenance) as

specific areas for improvement; however, these

topics were not explored in the survey.

Maintenance staff are very kind and gracious - Nithview resident

Big thank you to the guys who clear and salt the sidewalks - Nithview resident

I am not satisfied with the condition of the grounds - Nithview resident

Flower beds at sign entrance off street are overrun with weeds – Greenwood resident

7

Pastoral and Spiritual Care

Among those who responded, almost all were satisfied with the pastoral/spiritual care provided by TCMH (98%). Pastoral/spiritual staff are viewed as approachable, friendly, and respectful (100%) and they respond to requests quickly (100%).





The pastoral/spiritual staff are approachable and friendly and treat me with respect.

100% 48 100% 50 100% 100%

My questions, requests or complaints to the pastoral/spiritual staff are responded to quickly and efficiently.

100% 37 100% 42 100% 100%

The pastoral/spiritual services and activities are relevant and meet my needs.

100% 46 96% 47 98% 100%

There are sufficient pastoral/spiritual services and activities.

98% 48 98% 50 98% 100%

Overall, I am satisfied with the pastoral/spiritual staff and services.

98% 52 98% 56 98% 100%

I go to my own church sometimes but am very appreciative of the Sunday morning service available here

– Nithview resident

8

Recreation and Activities

All respondents agreed that recreation staff are approachable, friendly and respectful. Nithview residents expressed

a high degree of satisfaction with all aspects of recreational activities included in the survey. Residents at Greenwood

expressed lower overall satisfaction (93%). While most Greenwood respondents (85%) agreed there were sufficient

recreational activities, outings and social events, eight respondents (15%) disagreed.





The recreation staff are approachable and friendly and treat me with respect.

100% 67 100% 53 100% 100%

My questions, requests or complaints to the recreation staff are responded to quickly and efficiently.

100% 60 98% 45 99% 100%

The recreational activities, outings and social events offered are enjoyable and meet my needs.

98% 62 90% 49 95% 98%

There are sufficient recreational activities, outings and social events.

100% 62 85% 52 93% 98%

Overall, I am satisfied with the recreation staff and services.

100% 64 93% 58 97% 98%

I enjoy bus trips and outings. Keep up the good work – Nithview resident

For recreational activities, not too much offered I'm interested in – Greenwood resident

I feel there is a lack of activities for the apartment residents – Greenwood resident

9

Food and Dietary Services

Although not all residents use TCMH food and dietary services, survey respondents had the most to say on this topic. Respondents from Nithview expressed fairly high satisfaction (81%-97%) with various aspects of food services; however, six respondents from Nithview did not agree that meals are tasty.





The dietary staff are approachable and friendly and treat me with respect.

93% 27 91% 35 92% 99%

My questions, requests or complaints to the dietary staff are responded to quickly and efficiently.

89% 27 81% 36 84% 90%

I like the menu selections that are offered. 91% 32 49% 35 69% 78%

The meals are tasty. 81% 32 54% 37 67% 85%

The meals are nutritious. 90% 30 76% 37 82% 86%

I get enough to eat. 94% 31 83% 35 88% 100%

The dining area is always clean and well maintained.

97% 31 86% 36 91% 99%

Overall, I am satisfied with the dietary staff and food services.

97% 30 63% 32 79% 89%

10

Some comments from Nithview residents included the following:

Meals selections are sometimes ok. Don't like salty food.

I wish the meals were more nutritious. Soups are not hot enough

Don't always like the menu selections.

Notably, five Nithview respondents mentioned that their dining area was too cold. For example, one respondent said,

“Our dining area needs to be more comfortable, it is too cold to sit and enjoy our meal.” Respondents from Greenwood also indicated areas for improvement in food and dietary services. Fewer than half

(49%) of the respondents from Greenwood agreed that they liked the menu selections and just over half (54%) agreed

the meals are tasty. Some comments from Greenwood residents included the following:

We have a wonderful kitchen - why do we get so much/too much processed meat and

vegetables?

Meals are frequently less than warm!

Too much salt, sugar, nuts in food... easier to add, impossible to remove

I am not a garlic fan, I cannot eat garlic

Fruit salads? Not always sweets, too many sweets!!

Sometimes run out of food (not enough to eat)

11

Among respondents from Greenwood, five commented on a need for

more servers at the lunch meal. Respondents mentioned that the

“servers are excellent” but that the meals are sometimes slow due to

limited number of staff. Among positive comments, one person said,

“At meals, showing people the choices is working well,” and

another said, “We get excellent attention from the kitchen

staff.”

12

Nursing Support and Services

Respondents expressed a very high degree of satisfaction with nursing staff, support, and services. While almost all

respondents were satisfied, there were a couple of exceptions: one respondent from Nithview was not satisfied with

the incontinence products that are offered, and one respondent from Greenwood disagreed with the statement on

overall satisfaction with nursing staff, support, and services.





The nursing staff are approachable and friendly and treat me with respect.

100% 21 100% 21 100% 100%

My questions, requests or complaints to the nursing staff are responded to quickly and efficiently.

100% 19 100% 19 100% 98%

The nursing services are provided at a convenient time for me.

100% 17 100% 16 100% 100%

The nursing staff are gentle, when they provide care to me, and they respect my dignity.

100% 18 100% 15 100% 100%

I am satisfied with the incontinence products that are offered.

83% 12 100% 9 90% 96%

Overall, I am satisfied with the nursing staff and the nursing support and services.

100% 19 95% 22 98% 100%

Have had 3 falls since moving here and I couldn't fault the support services very prompt and

professional with caring and concern. – Greenwood resident

...the morning [help] could help me get dressed, comb my hair, etc. – Nithview resident

I handle my own meds but staff keep me up to date on shots, weight, and blood pressure. --

Greenwood resident

13

Housekeeping and Laundry

Satisfaction with housekeeping services was very positive. In fact, among respondents from Greenwood, all

respondents agreed with all statements. At Nithview, a couple of respondents did not agree that housekeeping staff

do a good job of keeping the unit clean.





The housekeeping staff are approachable and friendly and they treat me with respect.

100% 21 100% 16 100% 100%

My questions, requests or complaints to the housekeeping staff are responded to quickly and efficiently.

100% 16 100% 13 100% 100%

The housekeeping services are provided at a convenient time for me.

100% 16 100% 12 100% 98%

The housekeeping staff do a good job of keeping my unit clean.

87% 15 100% 12 93% 100%

Overall, I am satisfied with the housekeeping staff and the housekeeping services.

100% 18 100% 15 100% 100%

I am very pleased with the housekeeping staff – Nithview resident

14

Most respondents were also very satisfied with laundry services. However, a

couple of Nithview residents had the wrong laundry returned to them.





The laundry staff are approachable and friendly and they treat me with respect.

100% 16 100% 9 100% 100%

My questions, requests or complaints to the laundry staff are responded to quickly and efficiently.

100% 15 100% 8 100% 100%

My clothes are clean and neat when returned to me.

100% 14 100% 7 100% 100%

I receive all of my laundry back and do not receive clothes that do not belong to me.

87% 15 100% 8 91% 100%

Overall, I am satisfied with the laundry staff and laundry services.

100% 17 100% 8 100% 100%

15

Telecommunications

The topic of telecommunications covered internet, telephone, and cable TV services. Satisfaction with these services

was high, but with room for improvement. For example, residents in both Nithview and Greenwood commented on

ongoing problems with cable TV and internet services.





The internet services available to me meet my needs.

85% 13 85% 13 85% 93%

The telephone services available to me meet my needs.

93% 29 92% 36 92% 99%

The cable TV services available to me meet my needs.

93% 40 80% 35 87% 90%

The TCMH web site is easy to navigate and provides useful information.

90% 19 71% 7 82% n/a

Comments from Nithview residents Comments from Greenwood residents

“My internet was down 29 times since August 1.

I kept track because I was having problems. I tried

going online to do this survey but couldn't because

I was not connected AGAIN!!”

“There are still some problems with the cable TV

services which need to be looked after. It wasn't

explained well enough when it was installed.”

“The internet services are not working properly yet.”

“Current problems are not over with cable services.”

16

Nithview Community – Start, Continue, Stop

Start Maintenance Clearing snow between parked cars

Taking better care of flower beds

Cutting the lawns before the weekend

Dimming the outside lights between 11pm and 6am Cleaning the washer in the laundry room

Continue Activities Offering entertainment including music nights

Providing exercise classesFood related

Offering seasonal special meals

Providing lunch and afternoon tea

Providing a second lock inside apartment doors

Completing seasonal jobs without reminders (e.g., clearing eavestroughs, shutting off outside water taps)

Ma

intenance Responding to problems promptly

Having the flower beds uniform

Di Providing better mapping and larger letters on buildings

etary/Food Services

Mi

scellaneous

Offering chapel services and Bible classes

Warming the dining room before meals

Having more assorted cheeses at supper

• Hosting quarterly info meetings Residents' Counsel

• Walking with [resident] in a wheel chair (more often)

Offering better menu options

Making sure soups/meals are served hotMiscellaneous

Providing information packages to new residents Making us younger

Stop Food related Adding whipped topping to jello Making chowder too thick or oatmeal too lumpy

Letting some take food to their rooms to enjoy later butnot others

Morning wake-up

Waking residents up so early in the morning (6:40 tooearly)

The Start, Continue, Stop summaries (pages 16-18) report

comments made throughout the survey.

17

Greenwood Court – Start, Continue, Stop

Start Food related • Having more servers in the dining room, or providing two sittings

• Offering hot soup at lunch daily

• Extending lunch from 12 noon to 1:30 pm

• More coleslaw, cabbage salad, Sunday roasts, fruit salads

• Providing juice and coffee upon request

• Giving an option of up to 20 meals a month

• Having a book at the dining room desk for comments about the meals

• Having a voice mail box for Dietary Dept. to leave messages about cancelling or adding meals

• Offering free café Wed for apartment people (OR once a month)

Maintenance

Painting units regularly

Updating carpets and window coverings Raising temperature in church and dining room areas before

events

Supplying top soil for residents’ gardens

Cleaning furnace and ducts regularly Changing air filters and dryer filters regularly

Cleaning under beds and chairs monthly

Composting wet garbage

Activities

Providing more entertainment, group singing, movie nights

Posting daily events by the desk as a gentle reminder

Miscellaneous

Adding pictures of new residents Having regular meetings between floor reps and

residents

Collecting today’s mail Giving Mennonites refreshments when they come to

sing Providing daily check-ins with residents

18

Continue Food related

Stop Food related

Fresh salads and vegetables Serving chicken and fish too many times

Giving choices at lunch and supper times Using shredded coconut on cakes, pies, and desserts

Hot soup 7 days a week Wasting juice

Roast beef every Sunday! Too much salt, sugar, nuts in food; Too many sweets, Maintenance Maintaining facilities and services as they are now

Clean, friendly environment Activities

Entertainment Bible study, Church at 11:15am

Serving tea, juice, cookies after entertainment Meetings with residents and CEO Steve L Miscellaneous

Banking/store services Excellent staffing (frontline staffing)

processed foods (turkey roll) rice, Brussel sprouts, garlic Miscellaneous

Downgrading appliances and cupboards

Delivering yesterday’s mail Messing up the phone

Photo credit: freeimages.com

Documents

TCMH · Supper 29 20 Housekeeping 24 11 Laundry 22 7 Medications 14 9 Baths 12 6 Incontinence products 9 4 Call bell - in my unit 22 18 Call bell- mobile 5 4. 4 Administration Respondents