Manor of the Plains Receives 2020 Customer Experience Award from Pinnacle Quality Insight
Manor of the Plains is proud to announce that they are the recipient of Pinnacle Quality Insight’s 2020 Customer Experience AwardTM.
The Customer Experience Award is given to senior living communities that score in the top 15-percent of the nation in resident satisfaction surveys conducted by Pinnacle Quality Insight for 12 consecutive months. Manor of the Plains received the award for independent living, skilled nursing and PATH® (Post-Acute to Home) short-term rehabilitation.
Pinnacle Quality Insight, a customer satisfaction measurement firm with more than 24 years of experience in post-acute healthcare, conducts more than 150,000 phone surveys each year and works with more than 2,500 care providers in all 50 states, Canada and Puerto Rico.
Over the course of 2019, a sampling of Manor of the Plains’ residents and their families participated in monthly telephone interviews that include open-ended questions, as well the opportunity to rate Manor of the Plains in specific categories.
“The Customer Experience Award reflects our staff’s dedication to our mission – to provide quality senior services guided by Christian values,” said John Van Hook, executive director. “It is a tremendous compliment that our residents rate us so highly for those efforts.”
Manor of the Plains scored in the top 15-percent for independent living residents’ willingness to recommend the community to others. Skilled nursing residents and families gave the community high marks in overall satisfaction, willingness to recommend to others, overall customer experience, nursing care, dining services, quality of food, meeting individual needs, laundry service, communication, response to problems, dignity and respect, and professional therapy services.
PATH patients also gave the community high marks in overall satisfaction, willingness to recommend to others and overall customer experience as well as nursing care, cleanliness, meeting individual needs, laundry service, communication, activities, professional therapy services, admission process and safety and security.
Through Pinnacle Quality Insight’s monthly phone surveys, Manor of the Plains has gathered real-time survey results to gain a better understanding of the residents’ needs and make improvements when necessary, continuing a 30-year emphasis on ensuring the individual needs of every resident are met.