November 2009

Dear residents and families,

Recently, as required by state law, a third-party applied research company, My InnerView, conducted a Resident and Family satisfaction survey for our facility. We want to thank all of you who took the time to answer this survey. These are tools that allow Orchard View Manor to improve and make us the facility of choice in this community.

We received important feedback through the surveys that were returned. According to 101 respondents, 97% percent of residents and families surveyed rated Overall Satisfaction with Orchard View Manor as "excellent" or "good." In addition 95% of those who responded said the chance of reccomending Orchard View Manor to others was "excellent" or "good." This represents an increase of 2% and 5% compared to last year. Needless to say we were very pleased with the increased satisfaction in these two important areas.

The survey results also indicated that we were doing very well in the areas of our commitment to family updates, respectfulness of our staff, care and concern of our staff, as well as safety in the facility and quality of the rehabilitation program. We are pleased to report one of the areas we chose to focus on from last years survey - quality of dining experience and the quality of meals showed increases in our scores by 11 and 12 percent respectively.

Our feedback also suggested some areas where we can improve such as, developing better resident to resident friendships, along with resident grooming and laundry services. We will be assigning key staff members to organize groups to work on these areas that we see as opportunities for improvement. As we have seen these groups really do make a difference. Their comments and feedback will help us improve the quality of the care we deliver.

Who better than the residents and family members who spend time with residents at Orchard View Manor to tell us how they feel about how we do our job! In the words of a family member who took the time to respond to the survey: "Orchard View Manor feels like one big happy family. The care, concern and friendliness of staff and family make it a pleasure to visit.

Sincerely,
Orlando J. Bisbano Jr.
Administrator