NRC Health Announces Winners of the 2019 Customer and Employee Approved Awards Among Senior Living Communities
May 13 2019 - 9:00AM
NRC Health, the leading provider of in-depth customer intelligence
in healthcare, today announced the winners of its first-ever 2019
Customer and Employee Approved Awards, which recognize senior care
organizations across the country for creating an outstanding
experience for their customers and employees. Five senior care
organizations, including Vetter Senior Living, a large senior
living organization with 30 communities in Nebraska, Iowa, and
Kansas, earned an award in both categories.
As the world’s population is aging rapidly, with estimates that
more than two billion people will be 60 years and older by 2050,
the need for safe and compassionate senior care has never been
greater. But the perception of senior care communities, including
assisted and independent living, has often been one of fear, abuse
and neglect. According to a recent NRC Health Market Insights
study, only 23 percent of adults say they would put their trust in
senior care providers. With so much misinformation about senior
care, it’s easy to see why misconceptions like these still persist
today.
However, a four-year study of senior care residents and family
members found that while the general public’s perception of senior
care is still low, a majority 88 percent of patients and family
members would actually recommend their care experience to others,
further underscoring the disparity between perception and reality
of senior care in the US. “In today’s consumer-driven marketplace,
it is impossible to overstate the value of clarity – especially
when it comes to senior care. This year’s winning organizations are
great examples of the success that comes from cultivating
consistent customer and employee experiences,” said Stephanie
Kolbo, Vice President Business Development, NRC Health. “As survey
results show, their efforts have not gone unnoticed by residents,
family members and employees. It’s NRC Health’s pleasure to
recognize their achievement and help change the perception of
senior care for the better.”
“When it’s time for a loved one to enter a senior living
facility, it can be a difficult and
emotional experience for everyone involved,” said
Glenn Van Ekeren, President at Vetter Health Services. “We’ve
worked hard to ensure that our residents and their families feel
safe, valued and cared for, and a large part of that has been the
unwavering compassion and dedication of our team
members. Without their skills and incredible empathy, we would not
have earned an award in either of these categories.”
About NRC Health’s Customer and Employee
Awards The NRC Health Customer Approved Awards are
based on ratings from both family and residents across Independent
Living, Assisted Living, and Skilled Nursing care settings.
Similarly, the NRC Health Employee Approved Awards are based on
ratings gathered from employees of Assisted Living and Skilled
Nursing facilities.
Both award programs are derived from organizational Net Promoter
Scores, the industry’s most reliable measure of satisfaction and a
high-validity proxy measure for loyalty. A carefully designed
scoring methodology was used to account for the inherent
differences in ratings across levels of care. This was accomplished
through the standardization of ratings within each care setting
using z-scores, which enabled NRC Health to ensure scoring parity
across various settings. Systems with fewer than 10 eligible
facilities were omitted, and system-level scores were calculated by
taking the average of normalized facility scores. Systems were then
rank-ordered, and the top 20 organizations were selected for each
award category.
A complete list of award winners can be found here.
About NRC Health For 38 years, NRC Health
(NASDAQ: NRC) has been committed to achieving human understanding
and bringing healthcare organizations closer to their customers
than ever before by illuminating and improving the key moments that
define an experience and build trust. Guided by their uniquely
empathic heritage, proprietary methods, skilled associates, and
holistic approach, NRC Health helps its customers design
experiences that exceed expectations, inspire loyalty, and improve
well-being among patients, residents, physicians, nurses, and
staff.
For more information, write to info@nrchealth.com, or visit
www.nrchealth.com.
Press Contact Jennifer Lyle Public Relations
for NRC Health nrchealth@barokas.com
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