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Senior Living Certification Introduced by J.D. Power
J.D. Power & Associates, perhaps best known for its ranking of automobiles, released its first customer satisfaction benchmark for senior housing. The Senior Living Certification Program is geared toward helping senior housing community owners and operators become certified as providers of quality care.
Five Star Senior Living, headquartered in Newton, MA, is the first senior housing provider to pursue certification under the new program. “In all of the research that we’ve done, it’s the deciding factor when a consumer is choosing between different providers,” Five Star’s Rob Poyas told Senior Housing News.
The program is a two-step process that is open to all senior living providers. To pass the first step, a housing community needs to rank among the top 20% in overall customer satisfaction, as determined by the J.D. Power Senior Living Satisfaction Study, which was released in February 2018.
Step two surveys a community’s residents to assess 14 key performance indicators and 17 performance metrics. The communities wanting certification also need to pass an assessment of 140 operational best practices.
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