Three Berkshire Healthcare communities earn national awards for customer, employee satisfaction

With top national scores, Charlene Manor Extended Care Facility in Greenfield, Linda Manor Extended Care Facility in Northampton and East Longmeadow Skilled Nursing, all Berkshire Healthcare communities, are three of the few long-term care providers in Massachusetts recognized this year by National Research Corporation for exceptional satisfaction scores. Charlene Manor received the reward for customer satisfaction; Linda Manor and East Longmeadow received the award for both customer and employee satisfaction.

Excellence in Action awards are presented by National Research Corporation and recognize long-term care and senior living organizations that achieve the highest levels of satisfaction excellence, as demonstrated by overall resident and/or employee satisfaction scores within the top 10 percent nationally. The awards recognize the organizations’ commitment to continuous quality improvement and efforts to prioritize the needs of residents, families and nursing staff employees.

The Excellence in Action awards are presented exclusively to National Research clients who use My InnerView products. Qualifying nursing homes, in addition to assisted living and independent living communities must have completed a customer or workforce satisfaction survey in 2014. Winners must have also achieved a minimum of 10 responses with a minimum 30 percent response rate and scored in the top 10 percent of qualifying facilities on the question “What is your recommendation of this facility to others” or “What is your recommendation of this facility as a place to work?” in terms of the percentage of respondents rating the facility as “excellent.”

“The Excellence in Action award isn’t just any quality performance award,” said Jason Stevens, Senior Vice President of Business Development at National Research. “Rather, it’s an award that defines what it means for providers to provide the right kind of care—patient-centered care—for their residents, families, and employees. It’s an honor and well-deserved accomplishment for repeat winners and new organizations alike.”

This past year, 599 long-term care organizations nationwide were chosen from about 8,500 participating providers. Charlene Manor, Linda Manor and East Longmeadow represent five of the 32 awards given in Massachusetts; 20 awards went to Berkshire Healthcare communities in total. Berkshire facilities had more than 5% of the national awards and almost two-thirds of the awards given in Massachusetts.