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Staff Make All the Difference in Senior Living Communities

Nurse offering to pour an elderly man a cup of coffee while he is seated at a table.

Good Shepherd Nursing Home and Welty Home in Wheeling have always maintained that their staffs are the reason both facilities are highly rated by the government and the first choice of so many area residents. Now they have independent verification.

J.D. Power, a global leader in consumer insights, advisory services and data and analytics, recently surveyed residents of senior living communities along with individuals who make decisions for them, such as spouses, siblings, adult children, and friends. The key driver of satisfaction among all the groups surveyed was staff.

The company’s 2018 Senior Living Satisfaction Study found that quality staff and convenient location were far more important than cost among residents and their families.  The study looked at six factors of the resident experience: staff, services and activities, cost, building and grounds, food and beverages, and new resident orientation.

Donald R. Kirsch, the administrator of Good Shepherd Nursing Home, said the study confirms what Good Shepherd and Welty Home have long known. “Our people are warm and caring, from our nurses and social workers to our chefs, housekeepers, activities aides and everyone else who works here. We are truly committed to the comfort, safety, health, and happiness of the residents in our care,” Mr. Kirsch said.

The study also validates what Good Shepherd and the Welty Home have found about good work being its own reward: that places that provide exceptional care are rewarded by their stakeholders, who tell an average of seven friends about the good experience they have had. “We are honored to have many people who come to us because of the recommendation of a relative or friend, or because we cared for their grandparents, parents or other relatives in the past,” he said. “The trust of our residents and families is very important to us.”

J.D. Power also found that unhappy residents and families, on the other hand, speak negatively about a place to an average of 13 friends, relatives and colleagues.