The Challenge
Bristol Glen faced a key challenge: collecting meaningful, timely feedback from residents and families across multiple service lines. Traditional surveys required staff involvement and manual data entry, which limited participation and delayed insights. The community needed a streamlined, automated way to listen to residents and act quickly on feedback — without adding workload to staff.
Background
MemoMate partnered with Bristol Glen’s leadership team to enhance how resident and family feedback is collected and acted upon across Independent Living, Assisted Living, Healthcare, and Memory Care. Together, they developed tailored surveys aligned with each level of care and streamlined data collection by consolidating contact information into a single system. This research, conducted in August 2024, included a sample of 50 residents from both independent and assisted living.
Plan of Approach
MemoMate conducted a live demo for residents to introduce the survey experience and distributed an easy-to-read brochure with the dedicated phone number and sample questions, helping participants feel comfortable and prepared. The survey launched seamlessly, requiring no staff intervention & ensuring responses were gathered quickly, accurately, and with strong engagement from both residents and family members.
Key Results
- Overall Response Rate: 63% average across all levels of care (Independent Living 70%, Tapestries 68%, Assisted Living 73%, Healthcare 42%)
- Resident & Family Engagement: Over 100 participants shared meaningful feedback across all service lines
- Survey Efficiency: All interviews completed within two weeks – with no staff involvement required
- AI Insights: Responses automatically categorized by theme (care, dining, safety, communication) for real-time visibility and follow-up
What’s Next?
MemoMate will continue partnering with Bristol Glen to maintain visibility into resident and family satisfaction through ongoing surveys. Next, the AI Comment Box will launch, enabling residents to share feedback routed directly to the right department for timely follow-up. Following its success, MemoMate will expand across all UMC communities, creating a unified, data-driven resident experience.
Testimonials
“As CIO of United Methodist Communities, I’ve seen many technology solutions, but few with the power to truly transform how we operate. MemoMate is setting a new benchmark for transparency and person-directed living giving every team member the insights to create more meaningful interactions and informed decisions. I’m confident this approach will become the foundation for how forward-thinking communities deliver on their mission.”
Travis Gleinig, CIO, United Methodist Communities
“MemoMate streamlined the entire feedback process. Collecting, analyzing,and organizing resident and family insights automatically. It gave us clear, actionable data without adding to staff workload”
Anna Burke, Executive Director Bristol Glen