Port nursing home recognized for making customer service a priority
The staff at Heritage Nursing and Rehabilitation Center in Port Washington was recently awarded its parent company’s Cornerstone Center of the Year Award for the Midwest region.
The recognition is no small accomplishment for Heritage, which is owned by Extendicare Health Services.
Extendicare is one of the largest long-term care providers in North America, managing 247 senior care facilities and caring for approximately 27,000 residents.
The award represents accomplishments in a customer-service initiative stressed by the parent company.
The honor documents performance in six areas of service — responsiveness, integrity, compassion, dignity, pride and respect.
In order to be considered for the award, the center had to achieve high customer satisfaction ratings in each area over the past year.
Customers — residents and their families — expressed 100% overall satisfaction with the care they received at the center using the award criteria, and 97% indicated they would recommend the center to others.
Other criteria, such as employee satisfaction scores, low staff turnover rates and positive costumer comments were also taken into consideration.
“We are thrilled to have received the Cornerstone Center of the Year Award,” Heritage Administrator Angela Willms said.
“All of our employees have fully embraced the six cornerstones of our customer-service program and have made the program part of our building’s culture.”
Willms said the most gratifying part of receiving the recognition is the support it demonstrates from the residents and their families.
Located at 1119 N. Wisconsin St., Heritage is a 74-bed facility that offers a full continuum of care services as well as short-term rehabilitation and respite care.
Healthcare services include respiratory and infusion therapy, wound care, palliative and renal disease services, and cancer recovery care.
As a component of its rehabilitation service, Heritage also provides in-home care after release in a program called Extend to Home. The home wellness plan includes regular follow-up with patients to assist in a smooth transition home after discharge.
Therapists also provide patients with training and tips on how to continue the rehabilitation and strengthening process at home and nurses give instruction on how to successfully manage any ongoing medical needs.
Earlier in the year, Heritage was ranked as one of U.S. News and World Report’s Best Nursing Homes. Heritage is Medicare and Medicaid certified.
Image information: THE STAFF AT Heritage Nursing & Rehabilitation Center in Port Washington accepted the Extendicare Cornerstone Award during a recent open house. Shown with the award were (from left) Leslie Scheid, area director of clinical services; Kay Kopenski, regional director of operations; Administrator Angela Willms; Shanna Gonzales, director of nurses; and Amy Luft, referral manager. Photos by Sam Arendt