AUGUST 15, 2024
The Power of Online Reviews (Part 2 of 2)
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Finding the ideal senior living community can be a daunting endeavor, especially when it involves ensuring the highest quality of life for yourself or a loved one. With so many options available, how do you differentiate between them and make the right choice?
As we did in Part 1 of this series, we’ll discuss how reading online reviews can provide valuable guidance in your own search for a community and look at reviews written by actual Coterie residents and family members.
Four things to bear in mind
Testimonials provide authentic insights into what potential residents can expect from life in senior living and can bridge the gap between marketing materials and real-life experiences. That said, it's important to approach them with a discerning mindset. Here are four things to consider as you dig into online reviews.
1. Take note of patterns
One review might be an outlier, but if multiple reviews mention the same positive or negative quality, it's likely a common experience. For example, many reviewers will passionately detail their dining experiences, as this is a topic near and dear to the hearts of many.
Ellen, a resident of Coterie Hudson Yards, enthusiastically shared: "The new menu and the results are too perfect to ignore. Last night I had a bouillabaisse the likes of which I haven’t tasted since the last time I visited Cannes. This was every bit as irresistible. To start, the restaurant manager brought our table a surprise hors d’oeuvre which had no possible excuse for being there. What a delightful repast! These are not your everyday institutional menus or results."
Similarly, Cathie, a family member of a Coterie Cathedral Hill resident, took the opportunity to detail Coterie’s cuisine in her review: "I am also pleased with the quality of the food they serve. Snack time is often a blueberry smoothie, avocado toast, or freshly popped popcorn. I also see how they adjust the main meals to support the different needs of their residents."
2. Check multiple sites
Consistency in feedback across multiple websites can indicate overall satisfaction among residents and their family members. Ensure the reviews come from reputable sources such as A Place for Mom, Google, Caring.com, and Seniorly, and take the time to check out more than one of them to see if the praises (or critiques) align.
Case in point: many prospective residents and family members are curious about the quality of care at a given community, as this is a critical factor for anyone in need of daily assistance. Coterie scores exceptionally well on the topic of care across all the above-mentioned sites.
Lisa G., whose father lives at Coterie Hudson Yards, wrote on Seniorly: “From the moment he moved in, the staff has been incredibly attentive and caring. They treat him like family, and that means the world to me… I have peace of mind knowing my father is in such capable hands.”
On a Place for Mom, Nina, the daughter of a resident, shared these heartfelt words about her mother’s stay at Coterie Hudson Yards: “My mother was engaged, she was cared for, she was loved on. It was the first time that I was able to get any sleep in the three years of her dementia journey. I knew for a fact that she was getting the best possible care in the most beautiful setting. If you have the means, this is where you bring the most important person in your life.”
Christen, the daughter of a Coterie Cathedral Hill resident, shared equally glowing remarks on Google: “The memory care is so full of life and sweetness. My mother is engaged and sincerely cared for... The staff goes above and beyond to make sure the residents have everything they need to keep them happy and healthy.”
3. Pay attention to details
Look for testimonials that provide specific details about reviewers’ experiences. General comments like “great place” or “terrible service” are obviously less useful than those that incorporate crystal-clear examples about a community’s services or amenities. Coterie reviewers typically find it easy to share an abundance of fine details in their testimonials.
Cathie, daughter of a Cathedral Hill resident, describes Coterie’s engagement programming: “We moved our mom into Coterie four months ago and feel so lucky to have found such a wonderful home for her. Every day is well organized with numerous activities that keep her active – from tai chi, foosball, and chair yoga to a constant schedule of live music: harpists, piano players, and singers.”
Coterie Hudson Yards resident Walter shares this: “My wife is part of the assisted living residents while I am an independent resident. It has been a great experience for many reasons. We are fully cared for, including wonderful meals. We have had the opportunity to be more socially active... In addition to wonderful music experiences a few times a week, there are opportunities outside of the community at museums and other cultural events.”
4. Look for examples of problem resolution
Reading reviews that mention specific problems and how they were resolved (or not resolved) can be extremely useful.
The manner in which a community responds to an unfavorable review can be very telling. A professional, courteous, and publicly issued response demonstrates transparency and accountability, and indicates the community's commitment to customer satisfaction.
This willingness to engage with feedback can also be a sign of a well-managed, resident-focused community.
Crowd-sourced confidence
In short, online reviews can be a critical tool in your decision-making process. They offer a window into the real experiences of current residents and their families, help you assess the quality of care, programming, and services, and highlight both strengths and potential issues at the community in question. By leveraging the collective experiences of others, you can find a community that truly feels like home.