Charlene Manor, Linda Manor and East Longmeadow Skilled Nursing earn national awards for customer, employee satisfaction

Excellence in Action awards recognize exemplary commitment to quality

With top national scores, Charlene Manor Extended Care Facility, Linda Manor Extended Care and Linda Manor Assisted Living, and East Longmeadow Skilled Nursing, all Berkshire Healthcare communities, are among the few long-term care providers in Massachusetts recognized this year by National Research Corporation for exceptional satisfaction scores. About seventy-five percent – 19 out of 25 – of the Massachusetts awards were claimed by Berkshire Healthcare communities.

Linda Manor Extended Care and Linda Manor Assisted Living earned the award for workforce satisfaction; Charlene Manor won for customer satisfaction; and East Longmeadow earned awards for both.

Excellence in Action awards are presented by National Research Corporation and recognize long-term care and senior living organizations that achieve the highest levels of satisfaction excellence, as demonstrated by overall resident and/or employee satisfaction scores within the top 10 percent nationally. The awards recognize the organizations’ commitment to continuous quality improvement and efforts to prioritize the needs of residents, families and nursing staff employees.

This past year, 553 long-term care organizations nationwide were chosen from more than 5,700 participating providers. Of the 25 awards given to communities in Massachusetts, 19 were claimed by Berkshire Healthcare communities – more than 3% of the national awards.

“These organizations have set the bar for other providers with their performance and continued focus on customer and employee experience,” said Rich Kortum, Director of Strategic Partnerships at NRC. “This is a wonderful achievement, and we’re pleased to honor these top rated organizations with the Excellence in Action Award.”

To qualify for the award, nursing homes and assisted or independent living communities need to have completed a customer or workforce satisfaction survey in 2015. Winners must have also received a minimum of 10 responses (at least a 30 percent response rate). Their overall responses must have scored the organization in the top 10 percent of qualifying facilities on the question “What is your recommendation of this facility to others?” or “What is your recommendation of this facility as a place to work?” in terms of the percentage of employee respondents rating the facility as “excellent.”

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