Backrgound
Melbourne Place faced a familiar challenge: collecting resident and family feedback quickly and efficiently. Relying on paper surveys and manual data entry created delays and consumed valuable staff time, making it harder to identify emerging needs and take timely action. Despite strong participation, the process bottlenecked in reporting, limiting opportunities for proactive improvements.
Plan of Approach
For Melbourne Place, MemoMate began by collaborating with the Executive Director to refine survey questions specifically for Assisted Living and Memory Care residents and their families. The community then provided an Excel contact list, and residents and relatives were notified transparently about the new phone‑based surveys.
MemoMate’s empathetic AI voice assistant conducted one‑on‑one interviews, following up when necessary to gather in‑depth, actionable feedback.
Finally, all responses streamed instantly into MemoMate’s real‑time dashboard, complete with trend summaries and priority alerts, eliminating manual reporting and enabling leadership to make data‑driven improvements without delay.
Key Results
- Response Rate: 45% of the residents and family members completed the survey.
- Average Call Length: Approximately 7 minutes per survey.
- Time Efficiency: Family members and residents were surveyed within a two-week window, with no staff involvement required
What’s Next
Going forward, MemoMate will conduct annual satisfaction surveys for both Assisted Living and Memory Care residents and families, then follow up with tailored questions—based on each person’s prior responses—to track improvements, gather deeper insights, and maintain transparency through personalized review-invites.
Leadership at Melbourne Place can leverage MemoMate’s dashboard to engage directly with real-time feedback—turning insights into action and elevating resident-focused innovation.