Customer Satisfaction

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Individual Needs 


How do you individualize mealtime?


“We have a big range of times at breakfast. It’s an open breakfast. We have standard meal offerings. We pretty much specialize what anybody wants; that’s what they’ll get. If a resident wants something within reason, like a kind of egg, that’s what we try to make. People have their life habits and are used to certain things. We try to honor that.”

John Skillingstad, Minnesota Veteran’s Home – Fergus Falls


“We have the Late-to-Rise, where we will hold their meal if they are napping in the afternoon. We really work with likes and dislikes of the residents, such as in the kitchen. Our list is endless in our dietary department. Our dietary department does an excellent job with that. Our cooks are really good. Additionally, the owners allow some flexibility in the budgeting for resident choices and meal prep. It’s the whole team approach.

Bobette Steffler, McCall Rehabilitation & Care Center

“We offer a five-meals-a-day program. Breakfast is made to order. We have continental breakfast from 6:00 to 8:00 a.m. After 8:00 a.m. until 11:30 a.m., we have made-to-order breakfast and brunch. We have a standard menu that they can order from at any time. Then we do an afternoon snack at dinner and then a late evening snack that is more like a meal.”

Tyler Orton, Alpine Valley Care Center


What is your company culture like?

  • Treat Residents Like Family – It’s just the right thing to do. We treat them like they are family. We like to spoil people. We want to create a home-like environment. We’re all striving toward the same goal. If we don’t accommodate our residents’ individual needs, we fail in giving quality care. It provides the best results for our residents. We want to add years to our residents’ lives. Our staff has been with us for decades, which creates a unique, tightly knit family atmosphere. Our company is smaller, which makes it a bit easier. We love our residents. The staff is devoted and here for a special reason. It’s more of a culture thing. Culture: we work for the residents. Top-down approach of fulfilling individual needs. Staff experience. You can’t read a paper on how to treat a patient. You have to learn about the patient.

“I think we spoil people, but we really want to. When you move from a home environment, it’s supposed to be homelike, so you have to do what you can to make them comfortable. You have to go above and beyond; otherwise, you’re nothing special.”


“There’s really not anything specific that we do. That’s the culture we try to put forward here. We work for the residents.”

Margaret Schwend, Cedar Wood Healthcare Community

  • Individualize – We have great teamwork here. We listen to our residents. We have individualized care plans for residents. We meet with the family and incorporate what they ask for. We get to know them really well. We work together to figure out what our residents’ wishes are. We listen. We change. We adapt. We ask them when they want to wake up and go to bed. We give them choices on when to shower. We try to accommodate special needs. Family care conferences on a regular basis. New resident meeting within 72 hours. We have extended mealtimes. It’s more of a hotel continental-type breakfast. They can come in their own time. Staff has freedom to help residents make choices. Communication with family.

“We listen to our residents. We try to make sure we have individualized care plans for the residents. We have meetings with the family members. We try to incorporate what they ask for.”

Andrea Watson, PruittHealth – Ashburn

“If we didn’t accommodate our residents’ individual needs, we would be failing at what we’re supposed to be doing. Without being able to do that, we fail in all aspects of giving quality care to patients.”

Julius Chege, PruittHealth – Griffin

  • Provide Healthy Expectations – We expect our staff to accommodate patients’ needs. Staff understands what management expects from them. We let the staff know we’re a family here. Hire well. Our staff knows how to resolve issues promptly. It’s very personalized. Strong relationships with residents and their family members.

“We have family care conferences on a pretty regular basis with family and residents. We meet with them and ask questions such as what we need to work on, how it’s going, and how comfortable they are. It’s not a specialized training. If a resident likes this or that or has some changes, we write in-services continuously on the residents. It may be across the board, between therapy, nursing, and social services.”

Bobette Steffler, McCall Rehabilitation & Care Center