One of CiminoCare’s core values is to continuously look for ways to improve in order to serve older adults and their families better. Mark Cimino, CEO, believes that “one of the best ways to do that is to listen to residents and their family members.”
As the organization grew, CiminoCare invested in a three-prong approach to “listening.” First, we provide opportunities for residents and families to share feedback at the community level. The second is to incorporate regional and corporate quality improvement programs. The third is to engage an outside company, Pinnacle Quality Insight, to survey the residents or their family members about their experiences in each community.
Every community gets a monthly scorecard, allowing them to address needed corrections promptly and recognize team members who excel. Currently, CiminoCare has an overall satisfaction score of 4.43, higher than the national peer average of 4.36. The highest scores were in the categories of Dignity and Respect — 4.7, Move-In Process — 4.63, and Safety and Security — 4.62
The unique approach to this survey process is that the surveyors talk to a percentage of the residents or family members each month. Mark continues, “It is not a snapshot; it is a continuous look at what is working and what we need to do better.”
At CiminoCare, we are continuously finding ways to enhance the quality of life for our residents. Do you have a suggestion, comment or question? We would love to hear from you. You can contact CiminoCare at connect@ciminocare.com or connect with Country Club Manor directly at countryclubmanor@ciminocare.com.
