It is important that retirement communities routinely monitor and evaluate resident experience and satisfaction as part of their quality improvement processes. Part of this means that communities should engage in open and transparent communication practices between community management and residents. This includes actively encouraging feedback and complaints. While feedback and complaints can often point out weaknesses in existing policies or practices, they may also provide a source of evidence regarding the effectiveness of continuous improvement programs.
Communities can evaluate their policies and procedures, staff practice, and staff and resident experience and satisfaction in this month’s Resident Engagement and Complaints and Disputes audits, to ensure they can demonstrate their commitment to improving resident experience and satisfaction. These audits help communities maintain compliance with the both the ARVAS Standards and the Retirement Living Code of Conduct, and best practice guidelines.