The Pointe at Kilpatrick received ten "Best in Class" certificates from Pinnacle Quality Insight for 2011.  Pinnacle is an independent, nationally recognized, customer satisfaction firm.  The company compares over 1,500 health care providers across 45 states and parts of Canada. They conduct customer interviews of these providers over a 12 month period and use the results to determine an overall rating for each company as compared to other similar companies.  There are several different categories that the providers are critiqued on and those providers that rank in the top 10% in any given category are awarded a Best in Class certificate for that area.  “The top 10% nationwide is a very difficult group to belong to because these interviews are not just a one month snapshot. A company must maintain the highest of standards for an entire 12 month period in each category,” explained Stan Magleby, President of Pinnacle Quality Insight.

The purpose of the evaluations from an outside source is to gather as much honest feedback from residents and family members as possible. The impartial interviews can gather information that an individual might hesitate telling a staff member for a variety of reasons. Since all interviews are conducted over the phone, it also gives a since of anonymity to the interviewee who feels more at ease and thus speak more openly.  All information that is gathered is organized and sent to the health care provider in several forms and reports.  The information is an invaluable  resource for companies who are always striving to provide better and better care. Over the past year alone, Pinnacle has surveyed over 90,000 customers and gathered their responses.  The Pointe has always been recognized for their expert and personalized care as well as providing a wonderful, exciting and safe community for their residents. The staff is proud to be recognized on a national level and in so many categories.  The following graph represents the percentage of positive customer satisfaction interviews The Pointe received compared to the national average.  

As the graph above indicates, The Pointe ranked in the top 10% nationally in 10 of 14 service categories.  It is common to find a senior living community that may excel in one or two areas, but it is extraordinary to find one that achieves such high rankings in so many and such varied areas.  

Some of the customer's testimonials read,

"I value...

...staff that meets the needs of every patient."

...that they provide safety and dependability for the residents."

...security and safety of my loved one."

...the respect and compassion the staff has towards the residents."

...the care they provide as well as the communication with the family."

...a place where your physical and emotional needs are met."

These reports also conveyed messages of areas that may need improving.  As wonderful as it is to hear nice things, it is most important to find out how we can become a better provider for our residents, their family members, and staff.  The staff at The Pointe strives to provide personalized care for each resident and try to accomodate their specific needs. If we discover that a certain resident isn't happy with something, we adjust to fit their needs.  All feedback, good or bad, is going to help guide the staff to providing the best service for each resident.

If you are interested in learning more about life at The Pointe of Kilpatrick and/or would like a tour of our community, please call 708-293-0010 or click here to schedule a tour