The Resident and Family Satisfaction Surveys were carried in out in November and December of 2025 and are utilized as an annual continuous quality indicator ensuring the voice of the service users, i.e. our Residents and their families, is heard by the service provider, i.e. the Home. The surveys were completed by 18 family members (SDM’s) and 56 residents – where some were completed independently or with the support of Recreation staff.
Very special thanks to everyone that has contributed to our feedback highway…. your insights / experiences are greatly appreciated!
CEO’s Summary
For clarity, when the survey refers to care staff, this means all of us! Where survey results reflect the need for improvement, we’re all engaged to make those improvements and where survey results reflect excellence in care, we all celebrate what each of us brings to the RK team, to our residents, and their families.
A review of this year’s survey shows once again the RK team is living our mission of “Providing loving, dignified quality care, and enabling people to live full and abundant lives.”
For instance, the Resident Satisfaction Survey presents 7 categories, consisting of 33 questions and the average score for “Strongly Agree / Agree was 85.7%. As well the Family Satisfaction Survey presented 7 categories, with 34 survey questions and the average score for “Strongly Agree / Agree was 83.8%. Pretty awesome!
However, on reviewing the survey questions, were noticing some ambiguity in our questions, and we’ve missed opportunity to dig deeper for feedback. For example, we asked “Are there any safety hazards you can identify for us?” Twenty-two respondents said “Yes”, and we didn’t provide an opportunity to for folks to tell us about them, which would enable us to specifically address the safety issue. From the ambiguity perspective, questions presented are not department or area specific which sometimes makes it difficult to identify the service area in need of support / improvement.
This survey has identified a key area in need of exploring – communications! As many of you have / are experiencing the emotional challenges presented with a family member living in long-term care, on admission you would have received pages of print material supporting the admission process. This survey tells us a lot of information gets missed and likely adds to family members frustration when they have questions, and are uncertain where to find the answers. For example, the survey asked “I am familiar with the palliative care process”, and 55% of the respondents said “no”. So instead of presenting palliative care information during the admission process, let’s add the discussion on our palliative care processes as an agenda item at the resident’s initial 6-week care conference!
The same can be said about some of our processes; how we deal with lost glasses, hearing aids, or our phone system. We need to really promote the use of the Resident’s Handbook as a quick reference tool.
As always, we offer a very special thanks to all those who provided feedback. Please know it is very much appreciated and helps us to grow as service providers!
– Terry MacIntyre, CEO
To download the 2025 Resident & Family Satisfaction Survey Results (pdf), click here.