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!