Your facility’s census drops 15% in one month after several negative online reviews alleging poor responsiveness to family concerns. How would you investigate the root causes, stabilize and rebuild census, and what metrics would you track to measure progress?

First, I would act quickly: assemble a small task force (admissions lead, DON, social worker, marketing) and begin outreach within 24–48 hours to affected families and recent discharges to hear specifics. I’d run a root-cause analysis—review complaint logs, response times, staffing patterns, and recent cases—to see if response time exceeded our SLA or if training gaps existed. To stabilize census I’d institute a 24-hour response guarantee, schedule family town halls within two weeks, retrain 40 front-line staff, and reconnect with hospital referral partners. My targets would be to recover 10% of lost census in 3 months and full recovery in 6 months. I’d track occupancy rate, net admissions, referral source volume, average complaint response time (goal <24 hours), family satisfaction/NPS, and online review sentiment weekly.