A measure of satisfaction for the assisted-living industry.

A self-administered satisfaction survey instrument for the assisted-living industry was developed and validated. The survey contains 45 Likert-type items that measure residents' and family members' satisfaction with the most central aspects of housing and care. The scale covers six key service dimensions: activities, personnel, dining, apartment, facility, and management. Internal consistency tests indicate high reliability. Multiple tests of validity confirm the scale's effectiveness in measuring residents' and family members' satisfaction with the six dimensions. Overall, residents are less satisfied with assisted-living programs than their family members are, but they may feel inhibited about expressing criticism in the presence of family. A priority index highlights service areas in which performance improvement efforts should be made to obtain the greatest increases in satisfaction while making the most efficient use of limited resources. Managerial implications of the tool are discussed.