2025 Family Satisfaction Survey: First, thank you. We received 68 responses to the 2025 Family Satisfaction Survey, compared to 43 from the previous year. That increase in participation matters. The more voices we hear, the better picture we have of what is working well and where we need to improve.
Overall, 85% of responses were positive (Strongly Agree or Agree). In 2024, this number was 92%. Approximately 11% of responses were neutral, meaning neither satisfied nor dissatisfied. When neutral responses are removed and only clear positive or negative opinions are considered, satisfaction remains approximately 95% positive, consistent with the year prior.
The strongest areas this year were:
- Kindness and Respect,
- Cleanliness,
- Homelike Atmosphere, and
- Timely Communication.
I am proud of our team for this. These areas reflect culture, not just systems.
At the same time, the survey showed that we need to improve clarity around:
- How families guide daily routines,
- Recreation engagement,
- Food variety, and
- Knowing exactly who to contact.
In response, we are taking concrete steps.
We are launching Your Voice Matters, our new compliment, concern, and suggestion form that will be available online and in print, with a direct button on our website. We are also introducing a clear, one-page Who to Contact Guide which will be included in the move-in package and shared at the initial and annual care conference. Our goal is simple: No family should feel unsure about where to go with a question.
Maintenance requests are now being tracked electronically to improve follow-up and accountability.
Food remains complex in a home serving 157 Elders with diverse preferences and cultural backgrounds. That said, we will continue to enhance special menus and seasonal offerings, such as our Lunar New Year menu and Valentine’s Day desserts, while reviewing feedback carefully.
Recreation feedback included a higher number of neutral responses. In many cases, families expressed uncertainty due to cognitive decline rather than dissatisfaction. We will continue to strengthen communication around how programming is adapted for varying levels of ability.
We are also excited to introduce a complimentary coffee bar in the lobby. Residents have told us that they miss being able to “host” their guests. This small addition supports dignity and connection. There will be no charge; donations will be accepted to help offset costs, but are never required.
Finally, I want to acknowledge something important: Residents retain the right to make their own choices, including declining aspects of care unless refusal creates harm. We encourage participation and hygiene, but we do not override autonomy.
Your feedback guides us. We are listening. We are committed to continuous quality improvement. Thank you for being our partners in care.
We hope you can join us at our next Family Connect – Information Session on Monday, March 9th, 2026 at 5:00 PM where you can stay informed on new developments at Kinsmen Lodge and have the opportunity to share further input.