Steamboat Springs’ Casey’s Pond earns top honors, recognized as one of best independent living centers
June 4, 2017
Casey's Pond Independent Living Center has taken its place among the nation's best after earning several top Pinnacle Customer Experience Awards during the past year.
The honors were announced earlier this year, as Pinnacle Quality Insight, a satisfaction measurement firm, honored senior and longterm care facilities across the United States.
"In a nutshell, we perform customer surveys for Casey's Pond, " said Rich Goaslind, chief operating officer for Pinnacle Quality Insight. "We have clients in all 50 states, and these awards signify care facilities that are in the top 85 percentile or above in those categories in the nation. We perform thousands of surveys at senior care facilities and longterm care providers, and these are the benchmarks for those comparisons."
Casey's Pond earned customer experience awards for personal care, cleanliness, dignity and respect, transportation needs and safety and security. The Doak Walker House at Casey's Pond also earned an award for cleanliness, and Infinity Casey's Pond was recognized for the knowledge and skill of its therapists.
Casey's was one of five independent living centers in Colorado to receive awards from Pinnacle. Goaslind said Pinnacle is not attempting to create a list of top providers, or even to help people find the top independent living centers. Instead, his company works for the centers, hoping to provide customer feedback so they can evaluate their operations and work to improve.
"We do get inquiries from people looking for recommendations, but that is not our role," Goaslind said. "We provide customer feedback that our clients can use when trying to get better or that lets them see that they are doing an excellent job or taking care of mom and dad. We try to give them the feedback on what they are doing well and where they can improve."
Clients at Casey's Pond were asked to evaluate several aspects of the services they received while being cared for. Those results were then used to determine where the facilities are ranked across the nation.
Lindsey Simbeye, sales and marketing director for Casey's Pond, said the survey process is unique in that Pinnacle uses a conversational approach, and the resident and family satisfaction in measured monthly instead of annually. The results of those surveys are measured against hundreds of other senior communities across the country. To be recognized as Best in Class, Casey’s Pond had to meet the highest standards for the full calendar year, not only a simple snapshot in time.
"While satisfaction surveys are traditionally conducted annually in our industry, we believe that the quality improvement has to be measured continuously," said Brad Boatright, executive director at Casey’s Pond. "This feedback process is one of the best ways for us to understand and react to the voice of residents and their families. It's not enough to look at a numerical rating."
He went on to say that, for Casey’s Pond to be the best of the best, it must value the conversation and meaning behind the statistics.
"Following the belief that quality is achieved by focusing on the individual, we base our decision making on the factors that matter most to each person," he said.