By looking at results from the Designated Supportive Living Family and Resident Experience Surveys, we were able to identify sites that demonstrated improvement between 2016 and 2019. We interviewed continuing care leadership as well as families in 2021, and learned the improvement was driven by:
- Connecting with residents, families and staff, and listening to what they have to say
- Ensuring active involvement in care and decision-making
- Using what is heard (data) to drive change
- Building communities that care.