Jessica Henkle, RN-BC, and director of Virginia Gay Hospital’s Nursing and Rehab unit has announced that Virginia Gay Nursing and Rehab has received quality awards from an independent survey company in 14 categories of care. The awards won again this year include Admission Process, Cleanliness, Communication from Facility, Individual Needs, Laundry Service, Nursing Care, Overall Customer Experience, Overall Satisfaction, Recommend to Others, Response to Problems, and Safety and Security. The Nursing and Rehab staff earned additional awards this year for Activities, Dining Service, and Professional Therapy Services.
“The average number of awards received by a facility is four,” explained Jessica, “and again the Virginia Gay Nursing and Rehab staff’s accomplishment of 14 awards is truly amazing.”
Pinnacle is an independent company conducting surveys of VGH Nursing and Rehab residents and their loved ones. The surveys are anonymous and are conducted over the phone by trained Pinnacle staff members. Pinnacle conducts over 150,000 phone surveys each year and works with more than 2,300 care providers in all 50 US states, Canada and Puerto Rico. The quality of care VGH Nursing and Rehab provides residents is consistently reflected in the high number of customer satisfaction awards from Pinnacle over a period of many years.
“We pay very close attention to our survey results because there’s nothing better than learning how we’re doing from the residents and their loved ones,” says Jessica. “We are here to serve them, and while we always have to manage around new procedures, changes in staff members and scheduling, their opinions are what we measure ourselves by. The third-party company, Pinnacle Quality Insight, samples and delivers data every month and that allows us to remain constantly focused on the experiences of residents. More importantly, it helps us quickly respond when problems arise. Not only are respondents to the surveys asked what they’ve experienced, but if they give a negative score, a person from the company calls to ask why the negative score was given, so we know how to improve our performance.”
In response to the quality awards, Mike Riege, Virginia Gay Hospital Administrator said, “I admire the Virginia Gay Hospital Nursing and Rehab staff and supervisors for the consistently outstanding work they do. To care for our elders with compassion, in an atmosphere focused on dignity, demonstrates the commitment Virginia Gay’s staff has for the health and well being of every generation.”