Measuring what matters: The untapped power of resident experience

Measuring what matters: The untapped power of resident experience
McKnight's Long-Term Care News; by Charles de Vilmorin; 6/25/25
In today’s senior living and long-term care environment, doing well financially depends on doing good — truly good. Communities that thrive are the ones that deliver on the promise of person-directed living, where residents are not passive care recipients but active participants in a life of dignity, purpose and connection. This isn’t just a moral imperative — it’s a strategic one. The industry has long recognized the importance of resident quality of life, but often fails to define or measure it with the same rigor applied to occupancy or staffing ratios. This is a missed opportunity. Resident experience remains one of the most powerful, untapped levers for operational improvement, competitive differentiation and financial growth. It’s time we treat it like the performance driver it is.
Publisher's note: The balance of "mission and money" is equally true in hospice.