In early 2008, NCAL announced a strategic partnership with My InnerView to provide consumers, policymakers and the profession evidence-based satisfaction data from residents, family members, and employees. This initiative enables assisted living providers to measure their performance based against their customers' expectations and also benchmark against other communities in their local area, statewide, and nationally.

The toolkit provided on this page is designed to give NCAL members access to information about the initiative in order to help promote and support the campaign throughout 2011. Help move the assisted living profession forward by participating. To register to participate, Contact us.

NCAL FOCUS articles

Enrolling in NCAL's satisfaction initiative has its benefits (Nov 2008)

Aligning employee satisfaction and commitment in assisted living (Feb 2009)

Every member makes a difference in NCAL's quality program (Mar 2009)

Who's telling your story? (Apr 2009)

Performance measures in assisted living (May 2009)

Marketing strategies based on what matters most (Jun 2009)

Improve quality care through satisfaction data (Jul 2009)

The voice of assisted living residents: What matters most (Aug 2009)

NCAL quality initiative's call for submissions: Share your stories of success (Sep 2009)

NCAL satisfaction initiative update (Oct 2009)

Why is the NCAL-My InnerView quality initiative so important? (Nov 2009)

Listening to the voice of your customers and employees brings results (Dec 2009)

Do you know what people are saying about your community? (Jan 2010)

Satisfied employees result in satisfied residents and families (Feb 2010)

The power of a recommendation of your community to others (Mar 2010)

A good reputation is just as important as location (Apr 2010)

Employees need direct supervisors to show appreciation (May 2010)

Opportunities for friendship score high with residents, friends (Jun 2010)

Overall satisfaction rates higher in communities with quality team work (Jul 2010)

Focus on what matters most to employees to gain their recommendation (Aug 2010)

Driving for quality care: Petition to the President, U.S. Congress and America's Governors (Aug 2010)

Enhance residents' dining experience based on feedback (Sep 2010)

A good beginning to a positive relationship (Oct 2010)

Building a relationship with your residents (Nov 2010)

Satisfaction impacted by management who care and listen (Dec 2010)

Meeting your customers' needs and expectations (Jan 2011)

Assisted Living Salaries Rise Slightly, Survey Shows (Feb 2011)

State Legislators Continue Refining Assisted Living Regulations (Mar 2011)

CMS’ Attempt To Define Community May Exclude Assisted Living From HCBS (June 2011)

Groups File Concerns With CMS About HCBS Waivers Rule (July 2011)

Initiative testimonies

NCAL members and leaders discuss the importance and benefits of participating in NCAL's Satisfaction Initiative.

Read what they have to say

Share your success stories

NCAL members willing to share their stories of success as a result of participating in NCAL's Satisfaction Initiative are encouraged to download the "Share your success story" questionnaire. The process for sharing your story is turnkey and you can help other NCAL members see the value of participating.

My InnerView DataBytes

My InnerView’s DataBytes provide you with unique data insights that can be easily integrated into your organizational quality agendas, newsletters and discussions. Start a conversation centered on quality outcomes with concise, varied multi-perspective snippets of applied research. As featured in each issue of FOCUS throughout 2008, the following DataBytes are based on assisted living data.

What matters most to assisted living staff? (Feb 2008)

What matters most to assisted living residents and families? (Mar 2008)

Who visits assisted living residents most often? (Apr 2008)

Family members' top reasons for assisted living choice (May 2008)

Caring leadership affects staff's rating of 'place to work' (Jun 2008)

Managers who help with job stress have more satisfied staff (Jul 2008)

Assisted living resident satisfaction differs by frequency of visits (Aug 2008)

Friends and relatives top source of information about assisted living (Sep 2008)

Quality of orientation reflects on perception of staff competency (Oct 2008)

Perception of dining experience changes over time (Nov 2008)

As employee turnover increases, resident satisfaction declines (Feb 2009)

Employees more likely to recommend community (Mar 2009)

Fulfilled staff are stable staff (Apr 2009)

Residents and families agree staff among communities' top strengths (May 2009)

When personal care and nursing staff feel management listens, community recomended for job (Jun 2009)

At least one in four staff stay at assisted living 5 or more years (Jul 2009)

Communities with more satisfied families have better work environments (Aug 2009)

Nursing and personal care staff recommend community as good place for care and job (Sep 2009)

Residents feel their choices and preferences are met when ... (Oct 2009)

Profile of a personal caregiver (Nov 2009)

The impact of management (Dec 2009)

What matters most to staff (Jan 2010)

Communities with better ... have higher customer satisfaction (Feb 2010)

What matters most to customers (Mar 2010)

Recommendation important factor when choosing assisted living (Apr 2010)

Employees on day shift report more appreciation from direct supervisor (May 2010)

Opportunities for friendship scored high by assisted living customers (Jun 2010)

Communities with highly rated teamwork have more satisfied staff (Jul 2010)

What matters most to assisted living staff (Aug 2010)

Most assisted living customers give high scores to dining (Sep 2010)

Assisted living communities making a great first impression (Oct 2010)

Recommendation to others strong among assisted living residents (Nov 2010)

Assisted living management rated by employees on caring, listening (Dec 2010)

Assisted living residents satisfied with quality of amenities (Jan 2011)

Initiative handouts

Distributed throughout the course of the year, these materials are great resources to distribute to providers to encourage participation in NCAL's Satisfaction Initiative.

NCAL and My InnerView Satisfaction Initiative Overview

NCAL and My InnerView Initiative Frequently Asked Questions

Initiative Webinars

By participating in a free Webinar, you have the opportunity to learn more about NCAL's Satisfaction Initiative, ask questions and receive valuable tips for getting the most out of your data.

View available live NCAL Satisfaction Initiative Webinars

OnDemand Webinars

Webinar: Turning Data Into Information and Knowledge (May 2009)

Webinar: What Matters Most (July 2009)