Chris Jensen Health + Rehabilitation Center Presented with Quality Award
MINNEAPOLIS, March 9, 2016 – Chris Jensen Health + Rehabilitation Center in Duluth has been presented a Caring Above and Beyond Customer Service Award by Health Dimensions Group for Most Improved Family Satisfaction.
The award was presented recently by Sergei Shvetzoff, Chief Executive Officer of Health Dimensions Group, a Minnesota-based national consulting firm providing industry-leading expertise in post-acute and senior care management and consulting services.
“We are very proud to receive this recognition from Health Dimensions Group, but even more honored that our residents and families are feeling the positive impacts of our refined commitment to quality and exceptional care,” said Amy Porter, Chris Jensen’s new Executive Director. “We look forward to further analyzing our survey results and implementing changes that will ensure improvements year after year.”
Since 2006, Health Dimensions has partnered with the National Research Corporation to conduct comprehensive satisfaction surveys of residents, families and employees. The National Research Corporation establishes its industry satisfaction benchmarks through surveys of more than 13,000 skilled nursing, assisted living and independent living communities. Overall satisfaction is determined based on excellent, good, fair or poor rankings on 22 facility components, from rehabilitation therapy and respectfulness of staff to safety and cleanliness of facility.
Chris Jensen saw overall family satisfaction improve 18 percentage points from 2014 to 2015. Families participated at a rate 38 percent greater than the national average. Further, family willingness to recommend Chris Jensen increased 22 percent with more than seven in 10 saying they would refer to the facility. Residents were also surveyed, with eight in 10 saying that they were satisfied with their experience at Chris Jensen.
“It’s typical to see a shift in one, two or three percentage points for middle- to high-performing communities, but to see this great of an improvement is very significant,” said Ann Robinson, Vice President of Quality Improvement at Health Dimension Group based in Minneapolis. “This improvement is a testament to Chris Jensen’s commitment to resident-centered care.”
After receiving survey results, Chris Jensen conducted focus groups with residents and families to hear additional feedback and choose focus areas for the development of performance improvement plans. These focused and intentional plans utilize interdisciplinary teams to identify the root cause of weaknesses and develop sustainable improvements to care delivery.
Chris Jensen Health and Rehabilitation Center is a senior living community, providing both transitional and long-term care services through skilled nursing, focused rehabilitation services and dedicated memory and palliative care. Chris Jensen assists residents in restoring wellness by focusing on the dignity, rights and individual capability of each person.