Client Satisfaction Survey Results 2025

At Nucleus Independent Living, the experiences and perspectives of the people we support guide how we grow, adapt, and deliver care. Each year, our Client Satisfaction Survey gives us meaningful insight into what matters most to clients and where we can continue strengthening the services to which they rely to live independently in their home.

The 2025 Client Satisfaction Survey results show not only strong confidence in the care we provide, but also clear signs of improvement, improvements shaped directly by client and caregiver feedback. We’re excited to share the progress we’ve made together and the steps ahead as we continue working toward better experiences for everyone we serve.

Growing Engagement and Stronger Participation

In 2025, client participation increased to 48%, representing a 12%-point improvement from 36% in 2024 and exceeding typical response rates in the Canadian healthcare sector, which generally range between 30–35%.

Through expanded outreach methods including email, mail, phone calls, and tablet-supported technology, more clients had the opportunity to participate in this year’s survey. This increase response opportunity reflects greater accessibility as well as a stronger sense of engagement across our community. Clients took the opportunity to share their unique experiences, helping Nucleus to better understand what is working well and where we can improve.

What Clients Told Us

The 2025 survey results affirm Nucleus’ commitment to person-centred care, built on trust, professionalism, and compassionate service delivery. Across all areas of care, clients shared positive experiences with Nucleus services. Highlights from this year’s results include:

✔ Safety

Most clients expressed that they feel safe while receiving care.

✔ Courtesy & Respect

Clients consistently reported being treated with kindness, dignity, and respect—values that sit at the heart of Nucleus’ philosophy.

✔ Arriving on Time

Many clients shared that service providers arrive on time or keep them informed when plans change.

✔ Care Planning

Over 80% of clients reported that they are involved in planning their care.

✔ Consistent Care Teams

Clients continue to value consistency, especially when supported by the same worker or care team.

Importantly, 86% of clients rated their overall experience as “Good”, “Great”, or “Excellent”, reflecting a high level of trust in the care delivered. A significant majority shared that they feel safe while receiving care. Together, these results reflect the dedication of our staff and the strong, meaningful relationships built with the individuals and families we serve.

Turning Feedback into Action

Survey insights are reviewed using a structured Plan–Do–Study–Act (PDSA) approach - identifying themes, implementing targeted improvements, monitoring outcomes, and refining our practices over time. This ensures that client feedback translates into measurable action and meaningful progress. Clients told us that reliability and consistency were essential. In response, Nucleus strengthened dedicated care teams, enhanced scheduling practices, and improved communication to ensure greater clarity around visit timing and care planning.

While most visits occur at convenient times, some clients shared that scheduling can still be a challenge. We are continuing to focus on visit time convenience, working to create more predictable and reliable scheduling windows.

These improvements reinforce our value of Accountability, ensuring we take responsibility for elevating the care experience, and Excellence, our commitment to ongoing improvement.

Looking Ahead

Nucleus is grateful to all its clients who took the time to complete the survey. Their feedback matters. It strengthens our organization and reinforces our commitment to the people we serve.

We look forward to continuing this work, building on insights through collaboration, targeted improvement, and ongoing dialogue. Together, we turn feedback into meaningful change!

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Building a Scalable Digital Health Ecosystem

October 23, 2026

Over the past four years, Nucleus has moved from using digital systems mainly as administrative tools to using them as part of daily decision-making, service oversight, communication and organizational planning. The shift is not about the tools themselves. It is about how the tools are embedded into operations. “Nucleus has been investing in staff digital literacy, process redesign and change management, recognizing that digital transformation is as much about people and culture as it is about technology. This thoughtful, practical approach positions Nucleus not just to adapt to system changes, but to help shape them,” shared Lori Holloway, CEO, Ontario Community Support Association. “The fundamental change is that Nucleus has shifted from reactive, manual and system-dependent work toward a more proactive, datainformed, digitally enabled operating model. Teams can now monitor and respond to issues – double-booked shifts, scheduling gaps, service-code exceptions, before they become larger problems.” - Shiva Vosoughi, Lead of Digital Health & Privacy A few examples from this year tell the story. 1. The Integrated Decision Support (IDS) platform: administered by the Ontario Hospital Association, gives Nucleus the ability to link internal records with regional data, including hospital admissions and emergency department visits. The result is a sharper picture of clients’ health system journeys and an ability to identify risk earlier. 2. Department-specific dashboards: give frontline managers real-time access to operational and quality indicators. Care Team Leads, Care Coordinators and managers now use data to support attendant performance review, Hospital to Home journey monitoring, scheduling oversight and operational issue identification, moving from reactive problem-solving to proactive operational management. 3. Service code data entry accuracy was sustained at less than 1% error throughout fiscal year 2025- 2026, with an average error rate of approximately 0.17%. It reflects data quality monitoring, staff accountability and operational checkpoints working in concert. 4 . Family Portal: Nucleus’ client and family-facing AlayaCare interface, added a major feature on February 23, 2026: clients and families can now access their personalized care plans through the portal app. The launch followed a careful cross-functional planning effort. The feature represents the next phase of Family Portal evolution: clients move from viewing schedules to seeing their own care goals and care planning information directly. 5. Dial My Calls , a new mass communication system, allows Nucleus to deliver pre-recorded, standardized voice messages to clients and staff in inclement weather and other emergencies. Expanded use cases are being explored. 6 . Custom applications and integrated data: Nucleus has built its own applications and linked previously siloed systems - incident reporting, finance, human resources, scheduling and hospital data - into a single picture spanning client assessments, service utilization and acute-care use. The result is a clear line of sight from frontline service to system-level outcomes like avoidable hospital visits and alternate-level-of-care days, and the ability to map a client's journey before and after Nucleus to advocate for funding and inform regional service planning. 7. Sandbox Initiative : In partnership with the University of Toronto's Sandbox program - a model that brings real organizational challenges into academic-applied research - Nucleus continued its food-insecurity geo-mapping and Adult Day Service business case work, and went further this year by sharing de-identified data on roughly 4,000 clients with student research teams in statistics and human biology. Their independent analyses found that clients rely on the hospital system less after starting with Nucleus, with the strongest effects among the highest-need clients: unscheduled admissions for clients with mental health conditions fell by roughly 40%, and clients with cardiovascular conditions saw inpatient admissions, readmissions and costs drop by 35–55%. These are exploratory analyses that describe patterns rather than prove causation, but they offer external, data-grounded support for what Nucleus sees in practice - that home- and community-based care keeps people healthier at home and eases pressure on acute care. For Nucleus, building a scalable digital health ecosystem means connecting people, processes, and information in ways that strengthen care today and create capacity for tomorrow. By pairing practical technology with staff expertise, strong partnerships, and a commitment to continuous improvement, Nucleus is turning data into action - helping clients remain healthier at home while contributing to a more responsive and sustainable health system.