By qualifying for the Pinnacle Customer Experience Award™, Beecher Manor has satisfied the rigorous demand of scoring in the top 15% of the nation across a 12-month average. Clients have the opportunity to achieve this Best in Class distinction on a monthly basis in many categories designed to accurately reflect each resident’s experience.
A customer satisfaction measurement firm with over 15 years of experience in long-term healthcare, Pinnacle conducts over 100,000 surveys a year and has worked with over 1,100 clients in 47 states, Canada and Puerto Rico.
We don’t need awards to reinforce what we provide to our residents every day, but we’re grateful for the validation that we are meeting and exceeding the needs of our customers!
In order to provide best in class service we need to know a resident’s needs. Our team will work with you to insure that your individual treatment plan meets your physical, emotional and social needs.
Learn more by requesting a tour or additional information.
Upon Arriving at a Skilled Nursing Facility:
- Is the community in good shape physically? Fresh paint, nice landscaping, clean sidewalks & patios?
- Do the hallways and public areas smell fresh and free of unpleasant odors? Are public restrooms kept clean for visitors?
- Do the residents appear well-groomed, dressed appropriately, engaged in activity?
- Are the staff members interactive and friendly with residents, visitors and one another?
- What is the ratio of staff to residents on a daily basis? Per shift? What training and qualifications are required of caregivers if they are not licensed nurses?
Questions About the Services and Service Level:
- How long, on average, do residents wait when they request help using a call button?
- Do caregivers regularly work double shifts? This should be the exception to the rule as fatigue leads to medication errors and less compassionate care.
- How often are care conferences scheduled among primary staff members and family to discuss, monitor and adjust the care provided to residents?
- Are the orders determined by care conferences and physicians followed accurately to ensure progress is made through therapies?
- What types of activities are available to residents and is the posted schedule of activities followed?
- Is transportation available for off-site medical appointments and/or can staff members coordinate transportation? This is particularly important if family members cannot provide transportation.