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Support Service Satisfaction During Onboarding

Posted by Dude Solutions Canada, Inc. | Tuesday, May 05, 2015

What does resident satisfaction look like around support services? Three services most important to residents when they move into a community include maintenance, housekeeping and transportation.

To address your resident’s needs you must be able to answer the following questions during their onboarding process and beyond:

Maintenance

  1. As an incoming resident how will I know when my apartment will be ready?
  2. How do I place a request for work?
  3. What types of work can I have done?
  4. How long does it take to fulfill the request?
  5. How do I find out where my work order is in the queue?
  6. How do I get updates on my request?
  7. How often do you do preventive maintenance?
  8. Can I request special work like upholstery cleaning or fan installation?

Housekeeping

  1. Who will be assigned to my apartment?
  2. What happens if that person is not here on my day?
  3. How will they know my personal preferences?
  4. Will there be preventive tasks performed like shampooing carpets and how often?
  5. What if there are special tasks I need performed?

Transportation

  1. What are options around where I can go and how far I can travel?
  2. How will the driver know what time to pick me up?
  3. I am in a wheelchair. Can you accommodate that?
  4. How do I make a request for transportation?
  5. Is there room for my caregiver to ride along?
  6. Can you handle requests outside of the normal mileage? If so, how will I be charged?

As you onboard new residents remember to cover these important questions to ensure happy, well informed residents.

If you are interested in learning about TheWorxHub operations tool that has been proven to allow support services in senior living to operate more efficiently and increase resident satisfaction, we invite you to take a tour today. 

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