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Emporia Presbyterian Manor receives award for customer experience

Emporia Presbyterian Manor is proud to announce that they are the recipient of Pinnacle Quality Insight’s 2021 Customer Experience Award™. Qualifying for the award in the assisted living and health care, Emporia Presbyterian Manor displays a continued dedication to providing Best in Class senior healthcare services.

“Our residents are the reason why we do what we do,” said Susan Siepelmeier, executive director. “This award reflects our success at making our community home for our residents and the faith their families have in our ability to carry out our mission to provide quality senior services guided by Christian values.”  

Throughout its 37-year history of serving the community, Emporia Presbyterian Manor has placed a strong emphasis on ensuring that the individual needs of every resident are met. Over the course of 2020, a sampling of Emporia Presbyterian Manor’s customers and their families have participated in monthly telephone interviews that include open-ended questions, as well as the opportunity to rate the community in specific categories.

Every month, Emporia Presbyterian Manor has gathered its real-time survey results to gain a better understanding of the residents’ needs and make improvements when necessary.  

By qualifying for the Pinnacle Customer Experience Award™, Emporia Presbyterian Manor has satisfied the rigorous demand of scoring in the top 15 percent of the nation across a 12-month average.

Health center residents and their families gave Emporia Presbyterian Manor high marks in cleanliness, laundry service, recommend to others, admission process, safety and security and overall customer experience.

In addition, assisted living residents and their family members gave the campus high marks in activities and meeting transportation needs.

A customer satisfaction measurement firm with 25 years of experience in post-acute healthcare, Pinnacle conducts over 150,000 phone surveys each year and works with more than 2,500 care providers in all 50 US states, Canada and Puerto Rico.

Emporia Presbyterian Manor offers independent living, assisted living, Alzheimer’s and dementia care, long-term health care and short-term rehabilitation. To learn more about Emporia Presbyterian Manor, contact Crystal Stock at 620-343-2613 or cstock@pmma.org.

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