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Lawrence Presbyterian Manor Receives 2020 Customer Experience Award

Lawrence Presbyterian Manor is proud to announce that they are the recipient of Pinnacle Quality Insight’s 2020 Customer Experience Award.

The Customer Experience Award is given to senior living communities that score in the top 15-percent of the nation in resident satisfaction surveys conducted by Pinnacle Quality Insight for 12 consecutive months. Lawrence Presbyterian Manor received the award for independent living, assisted living and skilled nursing.

Pinnacle Quality Insight, a customer satisfaction measurement firm with more than 24 years of experience in post-acute healthcare, conducts more than 150,000 phone surveys each year and works with more than 2,500 care providers in all 50 states, Canada and Puerto Rico.

Over the course of 2019, a sampling of Presbyterian Manor’s residents and their families participated in monthly telephone interviews that include open-ended questions, as well the opportunity to rate Presbyterian Manor in specific categories.

“The Customer Experience Award affirms our staff’s dedication to our mission – to provide quality senior services guided by Christian values,” said Christie Patrick, executive director. “This award reflects our residents’ satisfaction with our efforts to live out our mission.”

Lawrence Presbyterian Manor achieved best in class ratings, qualifying for the award in the categories of dining services, activities, meeting transportation needs and willingness to recommend to others on independent living satisfaction surveys. In addition, assisted living respondents gave the community high marks for personal care and dining services.

Skilled nursing residents and their families rated the community high in communication.

Through Pinnacle Quality Insight’s monthly phone surveys, Lawrence Presbyterian Manor has gathered real-time survey results to gain a better understanding of the residents’ needs and make improvements when necessary, continuing a 44-year emphasis on ensuring the individual needs of every resident are met.

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