Pinnacle offers customer satisfaction measurement to senior care providers. Pinnacle's feedback process is based off the idea that health care should be evaluated just like it is administered, individually. This feedback process is the easiest way for senior care providers to understand and react to the voice of their customer.
Our method of measuring customer satisfaction stems from our belief that individuals are the most important part of healthcare. We interview, by phone, seniors and their family members about their senior care experience. In the interview, the respondents are asked open-ended questions, rating questions, and to explain why they gave those ratings.
This personal feedback allows the provider to address each individual's unique needs.
In addition to the personal feedback Pinnacle provides, we also have a very high participation rate among respondents. This volume of responses enables us to provide an extremely accurate measurement of satisfaction levels. These scores provide our clients with a very clear understanding of their strengths and weaknesses.
Because the respondents are always asked why they gave a negative score, once the scores are combined with the commentary, the operators then know exactly how to improve those weaknesses.
Satisfaction surveys usually provide strategic (what) feedback. Pinnacle provides both strategic and tactical (how) feedback.
This combination of feedback paves a very natural and easy road to improvement.
In 1996, Pinnacle Consulting was founded by Stan Magleby in Salt Lake City, Utah. He leveraged his experience as a successful nursing home and home health owner/operator to start a consulting firm that specialized in a 5-step strategic planning process for long-term care providers.
One of these steps involved patient interviews to measure customer sentiment towards the care provider.
As the demand for these interviews increased, Pinnacle slowly transformed from a consulting firm to a satisfaction measurement firm.
In 2009 Pinnacle officially left behind the consulting business and became Pinnacle Quality Insight.
In addition to customer satisfaction measurement, Pinnacle also offers a suite of quality improvement tools for senior care providers.