COLDWATER, MI (WTVB) - Maple Lawn Medical Care Facility recently received the Excellence in Action award from My InnerView by National Research Corporation for both customer service and workforce satisfaction. This honor recognizes long-term care and senior living organizations that achieve the highest levels of satisfaction excellence, as demonstrated by overall resident or employee satisfaction scores that fall within the top 10 percent of the My InnerView product database.
This is the second year that Maple Lawn has earned this national award on customer service and the first time for workforce satisfaction. There were 11 skilled nursing facilities in Michigan that received the customer satisfaction award and one, Maple Lawn, that received the workforce award.
“Every year, we are exceptionally honored to award these fine organizations for their excellent quality and care given toward their residents and employees,” said Susan L. Henricks, President and COO of National Research. “We are even more excited to extend this award across more facets of the long term care and senior living spectrum to include skilled nursing, assisted living, and independent living organizations. Every day these providers are making a difference in the lives of residents, families, and employees to ensure they are receiving the utmost quality of care. We congratulate our clients for taking the proactive initiative to measure quality.”
The Excellence in Action awards are presented exclusively to National Research clients who use My InnerView products. Qualifying nursing homes, in addition to assisted living and independent living communities (over 8,500), must have completed a customer or workforce satisfaction survey in 2012. Winners must have also achieved a minimum of 10 responses with a minimum 30 percent response rate and scored in the top 10 percent of qualifying facilities on the question “What is your recommendation of this facility to others” or “What is your recommendation of this facility as a place to work?” in terms of the percentage of respondents rating the facility as “excellent.” The workforce satisfaction award does not apply to independent living communities.
National Research Corporation was founded in 1981, as an organization dedicated to improving the quality of care provided in the healthcare industry.
In 2001, National Research acquired the Picker Institute and its world-class family of surveys. The Picker Institute and Harvard researchers are well-known for extensive research of the patient and family experience within the healthcare industry. In fact, after seven years of researching over 8,000 patients and family members, the organization determined what was most important to patients and determined how to measure those aspects. These major findings resulted in the Eight Dimensions of Patient-Centered Care and behavioral-based questions.
Maple Lawn Medical Care Facility has been recognized by the governor and other agencies for providing quality care through extended-stay nursing care to seniors with varying levels of disabilities. Rehabilitation services are also available for physical, occupational, and speech and language therapy for short or long term care.
(courtesy Maple Lawn Medical Care)