Augusta home for war veterans has been ranked in the top 15 percent in America in customer experience for three out of four years
For the third time in four years, the Georgia War Veterans Nursing Home has been ranked in the nation’s top 15 percent of senior health care providers, earning the 2018 Customer Experience Award™ from Pinnacle Quality Insight, a nationally recognized customer satisfaction firm.
“It’s an honor for our staff to be recognized for the excellent patient care they provide to our veterans on a daily basis,” said Carlton Deese, executive director for Georgia War Veterans Nursing Home. “We believe the men and women who have served our country deserve the best services that we can provide them, and this award shows we are committed to their care.”
Pinnacle conducts more than 150,000 surveys each year while working with more than 2,500 clients in 50 states, Canada and Puerto Rico, to determine how their patients and families evaluate them. Customers gave Georgia War praise in several distinct categories, including cleanliness, nursing care, response to problems, and overall satisfaction.
Georgia War Veterans Nursing Home places a significant emphasis on ensuring that the individual needs of every veteran patient are met. By partnering with Pinnacle to conduct monthly surveys and interviews with patients and families, the organization has been able to measure how effectively it carries out this mission.
“We study this ongoing feedback to gain a better understanding of our patients’ needs and make adjustments or improvements as necessary,” Deese said. “We aim to provide more than just basic care for our nation’s veterans.”
For nearly 50 years the Georgia War Veterans Nursing Home has served the veteran community through its 192-bed skilled nursing home in Augusta. It is owned by the Georgia Department of Veterans Service and operated by AU Health in partnership with Augusta University.
“Our team members at Georgia War Veterans Nursing Home are extremely compassionate and attentive in their care of our nation’s veterans, and I couldn’t be more proud of this recognition,” said Lee Ann Liska, CEO of AU Medical Center. We are pioneers in Patient- and Family-Centered Care, and the team at Georgia War exemplifies this by partnering with veterans and their families to help them feel more at home. The Blue Goose is truly a special place.”
Pinnacle, a customer satisfaction firm with over 20 years of experience, offers satisfaction measurement via telephone survey to senior care and hospice providers, a feedback process based on the idea that health care should be evaluated individually — just like it is administered. Pinnacle advocates that this process is the easiest way for senior care and hospice providers to understand the voice of their customers. For more information, visit pinnacleqi.com.