Life Care Services has the highest overall satisfaction scores among assisted living, memory care and independent living providers in the J.D. Power 2023 US Senior Living Satisfaction Study. Results were released this morning.
Life Care Services achieved an overall satisfaction score of 869 out of a possible 1,000 points for its assisted living/memory care providers, followed by Atria Senior Living (No. 2, with a score of 855) and Frontier Management (No. 3, with 846 points).
Enlivant dropped from No. 1 last year to No. 4, with a score of 844, and Five Star Senior Living landed at No. 5, with 841 points). Brookdale Senior Living dropped from a No. 1 tie with Enlivant in last year’s survey to No. 7 this year, with a score of 821.
For independent living, Life Care Services achieved the highest satisfaction score among participants for the fifth consecutive year, with a score of 827, followed by Five Star (No. 2, with 744 points), Brookdale dropped from No. 1 last year to No. 3 this year, with a score of 729, followed by Senior Lifestyle (No. 4, 724 points) and Holiday by Atria (No. 5, 658 points).
“Receiving this recognition from J.D. Power, one of the most respected consumer insights organizations in the world, demonstrates our focus on the most important part of our business — our residents and their families,” Joel Nelson, CEO of LCS, the parent company of Life Care Services, said. “For five consecutive years, nearly 40,000 residents have expressed their confidence in our company and communities.”
Overall satisfaction levels of senior living residents and family members remained flat, but staffing levels and activity offerings showed positive gains, according to the study results.
Senior living communities across the country maintained steady levels of satisfaction, despite the increasing costs of doing business. Andrea Stokes, J.D. Power hospitality and senior living practice lead, said in a statement that although staffing was a major challenge for providers coming out of the pandemic, the survey showed no declines in resident satisfaction linked directly to staff reductions or facilities management.
One challenge area, however, is resident perception of the value of independent living, according to J.D. Power. As rents increase at a faster-than-historical clip, independent living pulled in lower ratings than other senior living segments for resident satisfaction. Satisfaction with value among residents dropped 15 points over last year, according to the results.
The average satisfaction level among families and other decision-makers for assisted living and memory care residents is up eight points from a year ago, driven by improvements in their satisfaction with community staff members (up 11 points) and resident activities (up 9 points). “Very easy” access to community executive directors drove a 118-point increase in satisfaction, but only 48% of family members and decision-makers agreed with the assessment.
Activity offerings played a key role in both independent living and assisted living/memory care satisfaction, likely due to providers continuing to reinstate many in-person group activities, according to the study.
The US Senior Living Satisfaction Study measured resident satisfaction with the largest US providers of independent living and assisted living/memory care service. Overall satisfaction was measured across six senior living experience factors: community buildings and grounds, community staff members, dining, price paid for services received, resident activities, and resident apartment/living unit.
The 2023 study results are based on 3,838 responses collected in July and August from independent living residents and, for assisted living and memory care, family members and other decision-makers.
