The Challenge
Union City faced a challenge: gathering consistent, meaningful feedback across Independent Living, Assisted Living, Memory Care, and Skilled Nursing — while keeping the process effortless for staff.
Traditional surveys required manual coordination and delayed insight-sharing, especially for short-term skilled nursing residents and their families. Leadership needed a solution that could streamline outreach, ensure every voice was heard, and deliver actionable insights quickly.
Background
MemoMate collaborated with Soledad Martinez, Executive Director of Union City, to enhance the process of collecting and analyzing feedback from both residents and families.
By leveraging MemoMate’s automated survey system, the Union City team was able to communicate with every service line through a single, centralized platform. Residents and family members were contacted directly — ensuring an inclusive, balanced view of satisfaction across all levels of care.
Plan of Approach
The rollout included a coordinated calling campaign tailored to each service line.
MemoMate handled every call automatically, collecting open-ended feedback and satisfaction scores without staff intervention. Residents and families were able to respond comfortably in their own time, while administrators viewed real time insights through the MemoMate dashboard— eliminating manual data entry and delays.
The survey design included both numeric ratings and open comments, allowing MemoMate’s AI to categorize and summarize key themes around dining, care, staff responsiveness, and communication.
Key Results
- Completion rate
- 60% overall completion rate across four service lines — achieved in just 10 days
- Independent Living: 71%
- Assisted Living: 68%
- Memory Care: 60%
- Skilled Nursing – 41%
- Average call duration: 8m13s
- Calls were analyzed automatically and organized by department for follow-up
- AI-powered insights provided instant visibility into recurring themes and satisfaction drivers
- Zero staff workload — feedback collection and organization were fully automated
- 60% overall completion rate across four service lines — achieved in just 10 days
What’s Next?
Union City will now use MemoMate to launch discharge surveys for short-term skilled nursing stays and pulse surveys across Independent and Assisted Living.
These tools will allow leadership to continuously monitor satisfaction and identify areas of improvement in real time.
With MemoMate, Union City now has a simple, unified way to stay connected with residents and families — gathering meaningful feedback, acting on insights faster, and creating a stronger culture of listening across all service lines.