Presbyterian Manors residents, employees report high levels of satisfaction

Residents and employees of Presbyterian Manors of Mid-America’s 18 communities in Kansas and Missouri gave the organization high marks in a recent satisfaction survey.

With nearly 2,400 residents to survey in independent living, assisted living and health care (skilled nursing), participation rates were high.

For the first time, health care and assisted living residents were surveyed separately, with 52 percent of health care residents or their family members and 64 percent of assisted living residents participating. In independent living, more than 85 percent of residents completed the survey.

“The results of the resident and employee satisfaction surveys are important to each of our communities,” said Bruce Shogren, president and CEO of PMMA. “The results serve as a benchmark to see how we’re doing, what we’re doing well and where we can improve, both to enhance the lives of our nearly 2,400 residents and to improve the satisfaction of our 2,000 employees.”

Surveys from all three levels of care indicate a willingness to recommend PMMA communities to others. Health care and assisted living surveys indicate a high level of trust in the organization.

Health care residents and their family members praised staff for their friendliness, helpfulness, concern and care, attentiveness and patience.

“They keep up with my health,” one resident commented. “They all treat me like I am an important somebody.”

Assisted living residents and their families appreciate staff as well.

“The manor is always clean, and all of the staff in every department are excellent, caring, friendly and polite,” wrote one resident. “This is a wonderful place to be able to live when you get to that time in your life when you can no longer live alone.”

Independent living residents’ surveys indicated they feel safe and secure in their communities.

“This is an exceptional retirement community,” wrote one resident. Another wrote, “We are so happy we chose to move here.”

“These results show us that our staff members are working hard to meet our residents’ needs,” Shogren said. “It confirms that we are doing a lot of things well, and we are moving in the right direction.”

This was the 10th year Presbyterian Manors of Mid-America has collected resident satisfaction data.

Shogren recognized that good survey results do not mean everything is perfect, and there are areas where PMMA communities can improve. Food and menu options are always a priority for our residents, and that is why PMMA is always working to improve quality through training. Cooks recently participated in a Culinary Boot Camp to help line cooks improve creativity in food preparation and plate presentation.

PMMA’s 2,000 employees were invited and encouraged to complete their own work satisfaction surveys in March and April. Eleven communities had at least 50 percent participation in the survey, with four communities reaching more than 80 percent participation in the survey.

The data reveals that job satisfaction and identification with PMMA’s mission to provide quality senior services guided by Christian values are high among PMMA employees.

“I most appreciate the PMMA core values and our mission,” wrote one employee. “I feel compelled to give each day my best shot.”

Another wrote, “Since my grandparents passed when I was a kid, I didn’t really have a connection with the older generations. Working here brings me the part of my childhood that I missed out on.”

“We want staff, residents and family members to know that they have a voice. We take the surveys as an opportunity to improve further,” Shogren said. “That’s one of the most important reasons we do this. The satisfaction of our residents and employees is the truest measure of our success.”

Both surveys were conducted by Prairie View in Newton, Kan.