3/14/2024 9:00:00 AM
For the sixth year in a row, four Minnesota Veterans Homes have received Pinnacle Quality Insight’s Customer Experience Award in the Skilled Nursing Facility category. The four skilled facilities are located in Fergus Falls, Luverne, Minneapolis and Silver Bay.
Pinnacle Quality Insight is a customer satisfaction measurement firm with more than two decades of experience in post-acute healthcare. Pinnacle conducts over 150,000 phone surveys each year and works with more than 2,700 care providers across the United States. Only those providers that are in the 85th percentile or higher receive this recognition.
Over the past year, Pinnacle interviewed both Veterans Homes’ Residents and their families on a number of areas including:
The results are compared to others in the industry and the Minnesota Veterans Homes have been identified as “best in class.”
“The Pinnacle survey results represent the overall quality our Homes provide to our Residents by our staff,” said Eric Meittunen, Deputy Commissioner - Veterans Healthcare. “We are very proud of the level of care that is provided and appreciate the work of all employees to provide this experience to Residents and families.”
Throughout its history of serving the community, the Minnesota Veterans Homes have placed a strong emphasis on ensuring that the individual needs of every Resident are met. Over the course of 2023, Pinnacle contacted Residents and their families in monthly telephone interviews that included open-ended questions, as well the opportunity to rate the Veterans Home in specific categories. Every month, the Veterans Home reviewed these real-time survey results to gain a better understanding of Residents’ needs and made improvements when necessary.
By qualifying for the Pinnacle Customer Experience Award, the Minnesota Veterans Homes have satisfied the rigorous demand of scoring in the top 15% of the nation across a 12-month average.
