1. Provider Member Surveys for Resident and Staff Satisfaction Presented By: Jocelyn Martin & Connie Wolfe May 10th, 2010

2. 2 Today’s Agenda Steering Committee –Role of Committee –Point Person Product Overview Timeline Demographics and Survey Tools –Independent Living –Assisted Living –Skilled Nursing –Staff

3. Holleran Overview

4. 4 Who is Holleran? An independent research firm located in Lancaster, Pennsylvania Founded in 1992 by Michele Holleran Approximately 75 staff members Niche within CCRC/Not-for-Profit Market Provide stakeholder research services to the Senior Living Sector and Health & Human Services Industry

5. 5 Holleran’s Core Values  Integrity & Honesty  Customer Intimacy and Satisfaction  Teamwork  Innovation  Passion

6. 6 Holleran’s National Databases 99% not-for-profit, mission driven organizations Holleran’s National Benchmark –IL: +57,000, 33 states, 221 communities –AL: +7,800, 33 states and Canada, 197 communities –SN: +10,000, 31 states and Canada, 193 communities –HUD: +9,500, 9 states, 141 communities –AcuteCare: +2,264, 20 states, 67 communities –Staff: +46,500, 34 states, 281 communities –Large presence in Pennsylvania IL 71communities AL 69 communities SN 71communities Staff 57communities Average response rate above 70%

7. Steering Committee

8. 8 Role of Steering Committee –Determine appropriate factors and demographics for use on all surveys IL, AL, SN Staff 4-6 pages in length 35-55 factors depending respondent type Optional comments –Feasibility of timeline –Communication process

9. Product Overview

10. 10 Product Overview Survey Process –Kit for each participating community, provided by Holleran –Step-by-step instructions from project kickoff meeting to survey implementation and distribution Importance of pre-communication & sample letters Best Practices to achieve a high response rate-goal of 70% Survey tool(s) Timeline

11. 11 Community Responsibilities Work with Marketing Contact at Holleran to develop and adhere to timeline Follow recommended survey process –Printing of surveys –Pre-communication to respondents –Distribution of surveys Act as a cheerleader for the project

12. 12 PANPHA Member Deliverables Sent via Electronic Mail Guidelines for interpreting the report Respondent demographics Highest and Lowest performing factors Key Drivers of overall satisfaction Comparison to Holleran’s National Database, where applicable Community comparisons, ranking by factor(for multi- site communities) Verbatim comments by dimension and community - for multi-site organizations (if selected)

13. 13 PANPHA Association Deliverables Hard-Copy of Aggregate Report Guidelines for interpreting the report Executive Summary of overall results/findings Respondent demographics Highest and Lowest performing factors Key Drivers of overall satisfaction Comparison to Holleran’s National Database and PANPHA’s overall association, where applicable CD-ROM containing report information Two hours of post-report analyses

14. Timeline

15. 15 Timeline Kickoff Meeting May 10 th Final Survey Development –May 26 th - Factor and Demographic selections due to Holleran –June 2 nd - Holleran submit survey drafts to Steering Committee for review –June 7 th - Final survey approvals due to Holleran Product Rollout – June 14 th

16. Demographics and Survey Tool

17. 17 Demographics and Survey Tools All participants will utilize the same survey tools and demographics Demographics –Need to be general to cover all potential respondents –Typically 5-7 categories Survey Tools –Factor lists provided by Holleran –Able to add custom “PANPHA” factors

18. 18 Survey Tools, Continued Resident Satisfaction –1 to 5 Likert Scale Very Poor to Excellent, N/A option –Independent Living 55 factors –Assisted Living & Skilled Nursing 35 factors Staff Satisfaction –1 to 5 Likert Scale Strongly Disagree to Strongly Agree, N/A option 55 factors

19. 19 What to Keep in Mind When Selecting Factors Key Drivers Most Used Factors Individual selections vs. Group selections Think “Big Picture” Consideration of Custom Factors –Opportunity to gather member (resident/employee) specific feedback

20. 20 Contact information: Jocelyn Martin jmartin@holleranconsult.com 1-866-736-0474