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Resident, Employee Satisfaction Is High at Village Shalom


Village Shalom has long been considered an exceptional senior-living community by anyone’s definition. It now has the “numbers” to back up that claim, based on the views of those most qualified to comment: Village Shalom residents and staff.

The information comes from satisfaction surveys conducted late last year among Village Shalom residents and employees across all areas of the campus. The data revealed that Village Shalom ranks in the highest echelons of senior-living communities throughout the country, as measured by Holleran, the independent consulting and research firm that administered and analyzed the surveys.

A high percentage (more than 83%) of residents across the campus completed the survey. Their responses indicated overall satisfaction rates with Village Shalom as follows: Villas (independent living) – 92.5%; Assisted Living – 93%; Health Center (skilled nursing) – 83%; Adult Day Stay – 96%.

“These are truly gratifying results,” said Matthew Lewis, President and CEO of Village Shalom. “It is really important to us to receive these expressions of satisfaction from our residents. It confirms that we’re continuing to do a lot of things well and that we are moving in the right direction.”

For achieving such high ratings among its assisted-living residents, Village Shalom received Holleran’s 2013 Highest Honors certificate, indicating scores at or above the 90th percentile of the Holleran benchmarks for that resident population group. The benchmarks are based on data collected from tens of thousands of Holleran surveys at approximately 400 communities over the last two years.

This is not the first time Village Shalom has asked for direct, candid input. Village Shalom surveys its residents and staff every 18 to 24 months and uses information gleaned from the aggregated scores and anonymous comments to determine where improvements are needed. The research also provides a way to measure the progress that has been made from one survey to the next, and gauges Village Shalom’s performance compared to other retirement communities across the country.

In this particular survey, Village Shalom’s residents gave high scores for the friendliness, courtesy, competency and support to family members provided by the staff; the safety, security and overall maintenance of the building and grounds; excellence of transportation services; responsiveness to inquiries or problems; residents’ rights to make independent decisions about their daily life; and overall quality of care.

A concurrent survey of Village Shalom’s employees also yielded high marks, with 93% of the respondents indicating they “agree” or “strongly agree” that Village Shalom is a great place to work. Employee satisfaction scores have continued to climb over the nine years that Village Shalom has conducted the studies, with the latest survey producing the best results yet.

Program Coordinator Matt Reifschneider works with resident Sally Tranin on a craft project during a group activity at Village Shalom. Residents and employees respectively gave Village Shalom high marks as a great place to live and work, according to satisfaction surveys conducted recently by third-party consulting firm Holleran.

President/CEO Lewis is pleased with the findings. “We were confident that we would do well overall,” he said. “There’s a direct correlation between the employees’ satisfaction and that of the residents – the two go hand in hand. Our employee turnover is consistently low, which means that we have a stable workforce that knows the needs of our residents.”

While Village Shalom has much to be proud of, he noted, “There are always opportunities for improvement.” In that regard, residents expressed their desire for better food quality and menu selection. Village Shalom already has taken a proactive response to that indicator by engaging a new provider, Morrison Senior Living, to manage all its food production and dining services as of late February 2014.

“We want staff, residents and family members to know that they have a voice. We take these [surveys] as an opportunity to improve further. That’s one of the most important aspects of why we do this,” Lewis said. “The satisfaction of our residents and employees is the truest measure of our success.”