The challenge
United Hebrew of New Rochelle, a service-centric senior living community, faced significant challenges during the COVID-19 pandemic, which disrupted their ability to conduct quarterly resident and family surveys. They had traditionally used paper or digital surveys, both of which proved inefficient and time-consuming.
Background
United Hebrew previously relied on paper surveys, which required manual data entry into Excel, and digital surveys that suffered from low response rates. Both methods took considerable staff time, creating a bottleneck in gathering and analyzing feedback. The need for a more efficient, automated solution became apparent, especially in light of the pandemic’s impact on staff resources.
Plan of approach
MemoMate collaborated with the executive team to identify key survey questions. The first step was compiling an Excel list of contact details for family members of residents in the memory care unit. United Hebrew informed family members about the upcoming calls. MemoMate then conducted the surveys, delivering results quickly and without burdening staff.
Key results
- Response Rate: 76% of family members participated.
- Average Call Length: 8 minutes, with the longest call lasting over 40 minutes.
- Time Efficiency: All family members were reached in 8 days, compared to the 3-month process with previous methods a 91% improvement in speed.
- Impact: Improved survey response rates and data collection efficiency.
What’s next
MemoMate will continue conducting quarterly surveys for family members of Willow Gardens, Willow Towers Assisted Living, and both short-term and long-term nursing home residents. After each completed survey, family members will receive a text with a link to leave an online review. MemoMate is also exploring the possibility of managing inbound calls and automating tour scheduling for United Hebrew, further enhancing operational efficiency.