Customer satisfaction at Atria
Posted on October 8, 2021 by Admin
The health, wellbeing and happiness of Atria residents and their families are of the utmost importance to us – which is why we take their feedback seriously. To that end, we send out surveys to our communities twice a year to gauge the opinions and insights of the world’s wisest people.
We’re excited to share some of the Atria reviews that we received from five communities who took our Spring 2021 survey, and we’re proud to announce that we earned excellent scores in the following categories:
- Safety and well-being of residents
- Courtesy and friendliness of staff
- Responsiveness of community leadership to concerns
- Desire of caregivers to accommodate requests
Read on to learn more about the recent senior living reviews, and how our staff and caregivers go above and beyond for the residents every day.
Shak Rafat, the Executive Director of Atria Tarzana in Los Angeles, California, ensures that the Atria mission statement is top of mind for each employee at the community, and instills the core company values of trust, integrity and respect into his team. Shak takes the time to get to know each new employee. He also meets every week with the Resident Council president. That way, he can absorb the residents’ feedback and then take that feedback to the community directors so that they can implement it.
For Shak, and the culture that he has helped create at Atria Tarzana, the emphasis is on continuous improvement. Everyone on staff puts in extra effort to provide an optimal experience for residents. Carlos, the valet, dedicated an entire day to helping a widowed resident find his wife’s wedding ring, which had gone missing. That’s just one example of how the staff at Atria Tarzana go above and beyond for the residents.
Here’s a quote that seems to sum up how residents feel about Atria Tarzana: “The people that work there are amazing! They help make Atria a happy place.”
Atria Windsor Woods
Located in Hudson, Florida, Atria Windsor Woods was ranked second among Atria communities according to the recent senior living ratings. Executive Director Janet Brown attributes that placement to the hard work of everyone on staff – and their mindset of viewing feedback as an opportunity to improve. One example of acting on this attitude is the proactive steps that Windsor Woods took after residents discussed the food selection. The new staff members in the kitchen implemented the residents’ recommendations into new and improved menus. Their “Taste of food” scores went up around 10 points.
The quotes that we received from the residents indicate that Atria Windsor Woods is a supportive community. “Everyone is so kind. This is now my home,” said one resident. Another resident said: “During the pandemic, all department heads helped out in the community. Very nice management decision to support front-line staff.”
Atria Forest Hills
For Jill Draggota, the Executive Director at Atria Forest Hills in Queens, New York, customer satisfaction starts with hiring compassionate team members who love what they do. Focusing on the details helps Jill and her team improve lives every day, and has led to results large and small. An Engage Life Director at the community, for instance, worked tirelessly to livestream a resident’s grandson’s wedding during COVID-19. Draggota’s team has also established an open-door policy with the Resident Council to absorb and build upon their feedback on an ongoing basis.
A key quote from the recent survey: “The building is immaculately clean. The activities bring people together. They do everything they can for all of us. I love this place.”
Brian Keys, the executive director at Atria Crestavilla, follows the same plan whenever he receives survey scores: He asks his directors to report each month on areas where the survey indicated they could improve. Addressing those improvement areas have always led to increased resident satisfaction. The consistently excellent work that Brian’s team has demonstrated, in turn, inspires him to continue going above and beyond.
As an extension of the culture of improvement and open communication that Brian has encouraged at the community, families have access to Brian via his cell phone, and he and his team work to resolve any issues within 24 hours. That approach, it seems, has led to some of these expressions of resident satisfaction: “The people who are part of the Crestavilla Team offer outstanding support. They may have a title, but in addition, these people wear a lot of hats! When an extra pair of hands is needed, they jump right in.”
Atria Rancho Peñasquitos
Spring 2021 was the first time that Atria Rancho Peñasquitos in San Diego, California, was among Atria’s top rated senior living communities according to the customer satisfaction survey, which came as no surprise to Executive Director Quinn Hernandez, who felt like his team shined during COVID. Hernandez witnessed his directors working in different departments, helping out at the front desk, and pitching in wherever they were needed.
Hernandez instills in his team the idea that they are working in the residents’ homes, which helps put everyone’s job – including his – into perspective. He also addresses the feedback from the Resident Council right away and works with his directors to formulate improvement plans.
According to feedback from one of the residents’ children, Hernandez’s assessment of how his staff exceeded the expectations of their jobs is accurate: “The staff is wonderful. They did an excellent job during COVID with keeping the residents and staff as safe as possible.”
Atria values its senior living ratings because of our commitment to quality and our mission to create vibrant communities where extraordinary older adults can thrive and participate. When you choose Atria, your voice is heard. Learn about some testimonials from residents about their experiences – and contact us today to find a community that listens to you.