1. Richmond Terrace Resident Satisfaction Survey April - June 2014 Report Results and Action Plans for Richmond Terrace April-June 2014

2. Results from Assisted Living Resident Survey April - June 2014 Report April-June 2014

3. Market Research Answers Market Research Answers is a contracted company conducting telephone surveys for Lutheran Senior Services continuing care retirement communities. The surveys are conducted quarterly with a % of residents. Each resident will be called one time annually. Results will be reported on a quarterly basis. April-June 2014

4. Demographics Assisted Living Number of respondents for this wave: 21 81% female and 19% male Average age = 80.94 years April-June 2014

5. Overall Satisfaction Scores Assisted Living Seven overall areas rated from highest to lowest satisfaction:  100% overall satisfaction with community  90% overall satisfaction with building/grounds  90% willing to recommend LSS  84.3% overall satisfaction with maintenance  76.2% overall satisfaction with dining  76.1% overall satisfaction with staff  52.6% overall satisfaction with activities April-June 2014

6. Top 3 Opportunities for Improvement Assisted Living 1.Dining ‒ Food temperature and wait time served were our lowest scores in dining. Food temperature was also the lowest score for all of Lutheran Senior Services communities combined. ‒ Plan of Action  Richmond Terrace will each take a day per week to monitor dining services during meal times to address the issues involved. April-June 2014

7. Top 3 Opportunities for Improvement Assisted Living 2.Activities ‒ The lowest score was from staff not finding out the resident preferences followed by variety of activities. ‒ Plan of Action  Richmond Terrace’s Activity Director will personally interview each new resident and a questionnaire was sent to all current residents. This was also addressed at the monthly resident council meeting. April-June 2014

8. Top 3 Opportunities for Improvement Assisted Living 3.Staff Overall ‒ Residents are not comfortable approaching the staff with concerns. ‒ Plan of Action  Richmond Terrace’s managers take one day a week to do rounds of the building to include the interactions between the residents and the staff.  The administrator met with all staff to discuss the survey results. April-June 2014

9. Top 6 Successes Assisted Living 1.100% satisfaction with Feeling at Home 2.100% Rehabilitation Satisfaction 3.94.8% interaction with residents 4.85.7% Room Cleanliness 5.85% nurses help accommodate medical goals 6.85% Business Office/ Receptionist April-June 2014

10. We look forward to working with you to keep our successes going and to continually work toward improving! April-June 2014