Customer Experience

As a senior healthcare advocate for over 20 years, we have established the Customer Experience Award™ to ensure that every resident/patient receives exceptional assistance from his or her provider. Focusing on long-term and post-acute care, we conduct thousands of monthly surveys to establish a comprehensive review of our clients.

Every year, Pinnacle Quality Insight awards clients who have excelled at providing a superior customer experience for their patients/residents. Receiving a Customer Experience Award is no small feat. Out of the 2,700 care providers we have and the 150,000 customer interviews we conduct each year, only those that are the 85th percentile or higher receive this award.

Customer Experience—The Ultimate Goal

As a company, we stand strongly behind our value: People are our purpose. We believe that the ultimate goal in gathering customer feedback is to help our clients provide the best possible care. Our products and resources support this methodology. We encourage our clients to always put their customers first. We have found that customers who focus on those they serve and not just on high scores do the best at achieving an excellent customer experience in the long run.

The Interview Process

Our interview process, here at Pinnacle Quality Insight, is different than it is at other customer satisfaction measurement companies. Instead of administering paper surveys to our clients’ customers, we make personal phone calls to interview each customer and gather feedback. Our friendly and professional interviewers expertly record satisfaction scores and transcribe customers’ comments so that our clients receive the best feedback possible. Because of our phone survey process, we are able to gather feedback from more people, making it possible for even small facilities to have a high level of accuracy in their sample size.

In addition to this, we reach out to a percentage of a facility’s patients/residents each month and return the feedback as soon as the month is complete. Doing this, enables our clients to address concerns immediately so that customers get the best experience possible.

Categories

Clients who achieve a Customer Experience Award have scored well in one of these categories, depending on their provider type:

Skilled Nursing Facility

  • Overall Satisfaction
  • Nursing Care
  • Dining Service
  • Quality of Food
  • Cleanliness
  • Individual Needs
  • Laundry Service
  • Communication from Facility
  • Response to Problems
  • Treatment/Dignity
  • Recommend Facility to Others
  • Recreational Activities
  • Professional Therapy Services
  • Admission Process
  • Overall Safety
  • Overall Customer Experience

Rehabilitation Providers

  • Overall Satisfaction
  • Understood Procedures
  • Dignity and Respect
  • Response to Concerns
  • Involvement/Goals
  • Pace of Progress
  • Results Achieved
  • Atmosphere/Therapy Area
  • Equipment Quality
  • Knowledge/Skills of Therapists
  • Recommend to Others
  • Overall Customer Experience

Assisted/Independent Living Communities

  • Overall Satisfaction
  • Personal Care
  • Variety of Food/Menu Choices
  • Quality of Food
  • Dining Room Service
  • Cleanliness
  • Response to Problems
  • Dignity and Respect
  • Communication
  • Activities
  • Move-in Process
  • Transportation Needs
  • Security and Safety
  • Recommend to Others
  • Overall Customer Experience

Home Health Agencies

  • Care of Patients
  • Communication
  • Specific Care Issues
  • Caring Staff
  • Recommend Agency to Others

Hospice Agencies

  • Overall Satisfaction
  • Knowledge of Staff
  • Staff Accessibility
  • Promptness/Timeliness of Visits
  • Health Care Needs Met
  • Communication from Agency
  • Family Needs Met
  • Pain/Symptom Management
  • Response to Problems
  • Licensed Nurse Services
  • Aide Services
  • Volunteer Services
  • Social Work/Community Service
  • Chaplain Services
  • Recommend Agency to Others
  • Overall Customer Experience

Intermediate Care Facilities for Developmentally Disabled (ICF/DD)

  • Overall Satisfaction
  • Personal Care
  • Dining Service
  • Quality of Food
  • Cleanliness
  • Telephone Service
  • Laundry Service
  • Communication
  • Response to Problems
  • Treatment/Dignity
  • Recommend to Others
  • Meeting Goals
  • Professional Therapy Services
  • Overall Customer Experience

You can check to see if a company has achieved a Customer Experience Award this year or in previous years.

 

Still Have Questions?

Give us a call at 801.293.0700 or email us. We’re happy to assist you.