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Rolla Presbyterian Manor receives customer experience award

Rolla Presbyterian Manor is proud to announce that they are the recipient of Pinnacle Quality Insight’s 2021 Customer Experience Award™. Qualifying for the award for its health care center in seven categories, Rolla Presbyterian Manor displays a continued dedication to providing Best in Class senior healthcare services.

“This recognition demonstrates that our residents and their families continue to have trust in the care that we provide,” said Ann Caudill, executive director. “Every day, I see our staff carry out our mission to provide quality senior services guided by Christian values, and this shows that our residents and their families see it, too.”

Throughout its 47-year history of serving the community, Rolla Presbyterian Manor has placed a strong emphasis on ensuring that the individual needs of every resident are met. Over the course of 2020, a sampling of Rolla Presbyterian Manor customers and their families have participated in monthly telephone interviews that include open-ended questions, as well as the opportunity to rate Rolla Presbyterian Manor in specific categories.

Every month, Rolla Presbyterian Manor has gathered its real-time survey results to gain a better understanding of the residents’ needs and make improvements when necessary.  

By qualifying for the Pinnacle Customer Experience Award™, Rolla Presbyterian Manor has satisfied the rigorous demand of scoring in the top 15 percent of the nation across a 12-month average.

Rolla Presbyterian Manor scored in the top 15-percent with best in class ratings, in overall satisfaction, nursing care, cleanliness, communication from the senior living community, demonstrating dignity and respect, willingness to recommend to others and overall customer experience from residents and their families in the health care center.

A customer satisfaction measurement firm with 25 years of experience in post-acute healthcare, Pinnacle conducts over 150,000 phone surveys each year and works with more than 2,500 care providers in all 50 US states, Canada and Puerto Rico.

Rolla Presbyterian Manor has served Phelps County since 1974, now with Alzheimer’s care, independent and assisted living, long-term care, and short-term rehabilitation. To learn more about Rolla Presbyterian Manor, contact Joelle Freeland at 573-364-7336 or lfreeland@pmma.org.

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