2025 Family Experience Survey Results

CapitalCare values the voices of residents and their families. In 2025, CapitalCare invited family members to share their experiences to help strengthen our partnerships and guide continuous improvement in care.

What Families Told Us
•    77% of family members are satisfied with the overall quality of care their loved one receives.
•    87% reported that staff treat their loved one with respect and kindness.
•    79% shared that staff truly care about their loved one, and 74% said they trust and have confidence in the care team.
•    82% felt satisfied with their role in decision making about their loved one’s care.
•    85% said staff explain things in ways they understand.
•    76% would recommend their centre or CapitalCare to others.

Families also shared opportunities for improvement, including:
•    Access to centre leaders and communication with those in charge
•    Responsiveness when help is needed right away
•    Food choices and cultural representation
•    Support for family wellbeing

What We’re Doing Next 
These results are guiding both organization wide and centre specific improvement actions. Centre level results and plans will continue to be shared and discussed through Resident and Family Councils.

This survey is conducted every two years, with the next survey planned for early 2027. Your feedback helps us grow and improve together.

For questions, please contact research@capitalcare.net or your site leadership team.