Sherri Kitchens’ Post

Resident-Centric KPIs Senior Living Communities Should Track Want to know how your community is really doing? Shift the focus to your residents. Here are three creative metrics to track: 1. Happiness Score – Check in regularly with residents to measure their overall mood and satisfaction. Simple surveys or one-on-one chats can help you gauge how they truly feel about life in the community. 2. Engagement Index – Track participation in activities, events, and meals. The more engaged residents are, the more connected they feel. 3. Time-to-Resolution for Concerns – How quickly are resident complaints or requests resolved? Faster responses mean residents feel heard and cared for. Are there any resident focused KPIs your organization focuses on?

#2 has some wiggle room. Client engagement also has to do with personality type. Introverts live in their heads and can easily feel drained by much time in social situations. Extroverts live for social interaction and are energized by them. Knowing your clients and where they fall on this scale is important to your care and understanding.

I'm a proponent for using employee engagement scores as a resident centric KPI. Sounds counterintuitive, but an excellent resident experience begins with an excellent employee experience.

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