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Fort Scott Presbyterian Village receives customer experience award

Fort Scott Presbyterian Village, a PMMA (Presbyterian Manors of Mid-America) community, is proud to announce that they are the recipient of Pinnacle Quality Insight’s 2021 Customer Experience Award™. Qualifying for the award in 11 categories for assisted living, Fort Scott Presbyterian Village displays a continued dedication to providing Best in Class senior healthcare services.

“Our mission to provide quality senior services guided by Christian values informs everything we do at Fort Scott Presbyterian Village,” said Ginger Nance, executive director. “The Customer Experience Award demonstrates that our residents and their families see the difference living our mission every day makes in the care we provide.”  

Throughout its 27-year history of serving the community, Presbyterian Village has placed a strong emphasis on ensuring that the individual needs of every resident are met. Over the course of 2020, a sampling of Presbyterian Village’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, Presbyterian Village 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™, Fort Scott Presbyterian Village has satisfied the rigorous demand of scoring in the top 15% of the nation across a 12-month average.

Residents and their families rated the community in the top 15-percent in personal care, quality of food, dining service, cleanliness, response to problems, communication, demonstrating dignity and respect, activities, meeting transportation needs, willingness to recommend to others and overall customer experience.

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.

For more information about independent and supportive environment at Fort Scott Presbyterian Village or to learn how the campus might fit your needs, contact Megan Brillhart, sales and marketing counselor, at 620-223-5550 or mbrillhart@pmma.org.

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