Backrgound
Wingate HaverHill faced a persistent challenge: efficiently gathering actionable insights from residents and families, and then acting quickly on this feedback. Traditional survey methods were labor-intensive—requiring staff to distribute, collect, and manually process paper surveys, followed by time-consuming entry into spreadsheets. Analysis often lagged months behind, making it difficult for leadership to respond meaningfully to emerging needs and trends.
Plan of approach
MemoMate partnered closely with the HaverHill leadership to revamp the entire feedback process. First, MemoMate worked closely with the Executive Director to prioritize survey questions tailored to both Memory Care and Assisted Living needs. The Wingate HaverHill team provided MemoMate with a curated list of family contact details in Excel, efficiently transitioning from older paper rosters and fragmented staff notes.
Residents and family members were proactively notified by the community about the new telephone-based survey process to ensure strong participation and transparency. MemoMate’s AI then engaged each individual directly by phone—employing empathetic, resident-focused questioning. Results were delivered in real-time, with actionable insights and easy-to-digest trend summaries, eliminating administrative bottlenecks for managers and frontline team members alike.
Key results
- Response Rate: 46% of the residents and family members completed the survey.
- Average Call Length: Approximately 5.2 minutes per survey.
- Time Efficiency: Family members and residents were surveyed within a two-week window, with no staff involvement required.
What’s Next
Moving forward, MemoMate will continue to partner with Wingate HaverHill to conduct annual satisfaction surveys for both residents and family members in Memory Care and Assisted Living. Immediately after each survey, family members will receive personalized texts with links to share public online reviews, further strengthening transparency and community reputation. The leadership team can use MemoMate’s dashboard to smartly engage with real-time feedback—turning insights into action and raising the bar for resident-focused innovation.