Ever check your center’s reviews lately? If you haven’t, it might be time—because online reviews in senior living are shaping how families and prospective residents judge your community long before they walk through the door.
That probably doesn’t surprise you. These days, many people turn to public online platforms to describe their health care experiences in their own words. And that’s great—when the experience ends on a high note. But we all know how it goes: bad news spreads fast, and unhappy families are more likely to post than satisfied ones.
A study published in JAMA Network Open highlighted this very issue. The research revealed that most negative online feedback focuses not on clinical care but on communication breakdowns and administrative frustration. Often, those complaints reflect unmet expectations. On the flip side, glowing reviews tend to spotlight warm, supportive interactions with staff.
Patient satisfaction doesn’t tell the whole story when it comes to outcomes—but strong communication helps everything run better. When residents and families feel informed and respected, they’re more likely to engage in care plans, trust providers, and report better experiences overall.
So what do poor reviews really tell us? In many cases, they’re warning signs. Administrative delays or friction may point to deeper cultural or operational issues. That’s a tough pill to swallow, especially when we’ve all made those compromises—keeping an administrator or DON who isn’t cutting it because “you can’t find anyone else.” But what message does that send to the rest of the staff?
Walk your community. Are people smiling and welcoming, or avoiding eye contact and ducking into rooms? Leadership sets the tone. Compassion, transparency, communication, and honesty aren’t just buzzwords—they’re the foundation for trust. And without trust, great care just doesn’t happen.
At the heart of it all, online reviews in senior living reflect the daily reality inside your walls. Positive culture = positive perception. My motto? Happy staff, happy residents, happy home.
Stay well and stay informed!
