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Top marks in satisfaction

Brooksby highly recommended by people who live there

Created date

March 20th, 2012

People who live at Brooksby almost overwhelmingly would recommend the community to family and friends, according to the results of the 2011 resident satisfaction survey, conducted by an outside research organization. Of those surveyed campus-wide, more than 95% said they would recommend Brooksby, an Erickson Living community in Peabody, Mass. We re facing some of the toughest economic times we ve ever faced and a tough housing market, and I think these are the years that you really prove your metal, says Executive Director Jim Wingardner. Our overall satisfaction levels were the highest we ve ever received at Brooksby in our 11-year history. Each year Erickson Living management surveys the 22,000-plus residents across all 16 campuses to determine their satisfaction with life in the communities. Holleran Consulting, a company that provides research services to nonprofit organizations and benchmarks to compare results across hundreds of similar communities, conducts the surveys. Brooksby wasn t alone in its success. According to Erickson Living President William J. Butz, the organization achieved the highest scores in its history for overall satisfaction, whether residents would recommend an Erickson Living community to a friend or family member, and whether Erickson Living is fulfilling its mission. The survey includes standard questions written to gauge satisfaction overall and satisfaction specific to the main categories of service, including general facility maintenance, health, wellness, and dining services.

Positive trending, improvements

Brooksby s findings show three years of trending positively, says Tara O Sullivan, vice president of operations at Erickson Living. Though Brooksby saw improvement in every category, the community scored especially well in general services, in which 95% of survey respondents said they were confident that security and emergency services would respond quickly and competently in the event of an accident or emergency. Brooksby s residents were also overwhelmingly satisfied with health services, with more than 92% responding that they have confidence in their primary care provider at the on-site medical center. Helen Lanagan, associate executive director at Brooksby, says Brooksby s extended care neighborhood, Renaissance Gardens, and its visiting nurses group are deemed deficiency-free by the Massachusetts Department of Public Health, indicating a perfect inspection score. It s not just that we offer it, but that we offer the best, Lanagan says of the community s health care programs. Following feedback that the community s fitness center was too small, Brooksby underwent renovations last year to double the size of the center and install new equipment. The gym is also now free to those who live at Brooksby and is open 24 hours a day, seven days a week. Lanagan says Brooksby made great strides in offering additional activities on weekends and effectively notifying community members of those activities. The trips department at Brooksby has also grown dramatically. It now offers more than twice as many trips each year and an average of five trips per week, including the symphony, ballet, and shopping as well as cruises and longer journeys. We listened to what it was they were looking for, Lanagan says. We all take the results very seriously. We re not happy unless we re really up there. Dick Thornburg, who lives at Brooksby and serves as chair of the Resident Advisory Council, agrees: We take the results as a springboard for what might be done to improve our standards in every given way. Wingardner says he and his staff continuously strive to do better and that the satisfaction survey is just one tool used to gather feedback from the people living at Brooksby. Comment cards are also located at all the front desks and in Brooksby s restaurants.

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