For the seventh year in a row, four Minnesota Veterans Homes have received the Customer Experience Award from Activated Insights (formerly known as Pinnacle Quality Insight) in the Skilled Nursing Facility category. The Minnesota Veterans Homes’ four skilled facilities receiving this recognition include Fergus Falls, Luverne, Minneapolis and Silver Bay. The three newer Homes (Bemidji, Montevideo and Preston) will be eligible to earn this recognition next year.

Qualifying for the Customer Experience Award signifies that these four Minnesota Veterans Homes have consistently ranked within the top 15% of care providers across the nation over the past 12 months. Throughout the year 2024, the Minnesota Veterans Homes engaged Residents and their families in monthly telephone interviews. These conversations included open-ended questions and ratings across various categories. The Veterans Homes use this feedback to drive continuous improvement in the care we provide.

Activated Insights enables long-term and post-acute care providers to make the most of every interaction—for employees, clients and beyond—through better understanding and delivery of improved experiences. The Customer Experience Awards are given to providers who excel in providing exceptional customer experiences for Residents.

Each month, Activated Insights conducts thousands of phone-based satisfaction interviews with Residents and their families, seeking their feedback on 12 to 16 service categories including:

The results are compared to others in the industry and the Minnesota Veterans Homes have been identified as “best in class.”

“The Activated Insights 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.”