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HomeBusinessFive years running, Silver Bay Veterans Home receives Customer Experience Award

Five years running, Silver Bay Veterans Home receives Customer Experience Award

Minnesota Department of Veterans Affairs

Silver Bay, Minn. – For the fifth year in a row, the Minnesota Veterans Home – Silver Bay has received Pinnacle Quality Insight’s Customer Experience Award in the Skilled Nursing Facility category.

Pinnacle Quality Insight is a customer sat­isfaction measurement firm with 26 years of experience in post-acute healthcare. Pinnacle conducts over 150,000 phone surveys each year and works with more than 2,700 care providers in all 50 U.S. states, Canada and Puerto Rico. Only those providers that are in the 85th percentile or higher receive this rec­ognition.

Over the past year, Pinnacle interviewed both Residents and their families on a num­ber of areas including:

  • Overall satisfaction
  • Nursing Care
  • Dining service
  • Quality of food
  • Cleanliness
  • Individual needs
  • Laundry service
  • Communication from the facility
  • Response to problems
  • Treatment/Dignity
  • Recommend Facility to others
  • Recreational activities
  • Professional Therapy services
  • Admission process
  • Overall safety
  • Overall Customer Experience

The results are compared to others in the industry and the Silver Bay Veterans Home has been identified as “best in class.”

“The Pinnacle survey results represent the overall quality care our Home provides to our Residents by our staff,” said Dani Don­ner, Administrator. “We are very proud of the level of care that is provided and appreciate the work of all employees to provide this ex­perience to Residents and families.”

Throughout its history of serving the com­munity, the Silver Bay Veterans Home has placed a strong emphasis on ensuring that the individual needs of every Resident are met. Over the course of 2022, Pinnacle contacted Residents and their families in monthly tele­phone interviews that included open-ended questions, as well the opportunity to rate the Veterans Home in specific categories. Every month, the Veterans Home reviewed these real-time survey results to gain a better un­derstanding of Residents’ needs and made improvements when necessary.

By qualifying for the Pinnacle Customer Experience Award, the Silver Bay Veterans Home has satisfied the rigorous demand of scoring in the top 15% of the nation across a 12-month average.

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