The challenge
Oxford Health Group recently acquired Woodlake Legacy Senior Living in Colorado. As satisfaction surveys had not been conducted in some time, the new ownership sought to quickly understand how the community was performing from the perspective of residents and their families.
Plan of approach
MemoMate partnered with the Executive Director to define the key survey objectives and questions. The team compiled an Excel list of contact information for assisted living residents and memory care family members. Woodlake Legacy notified families about the upcoming calls. MemoMate then conducted automated phone surveys, delivering actionable insights without adding to staff workload.
Key Results
- Response Rate – Memory Care: 72% of family members participated.
- Response Rate – Assisted Living: 59% of family members participated.
- Average Call Length: 5m 16s (Memory Care), 5m 40s (Assisted Living).
- Time to Completion: All calls completed within 11 days.
- Impact: Improved survey response rates and data collection efficiency.
What’s next
Oxford Health Group is exploring expanding MemoMate surveys across its portfolio. Additionally, MemoMate is in discussions with Oxford Health Group to manage inbound calls and automate tour scheduling, aiming to further streamline operations and improve resident and family engagement.