Residents’ Calls Answered on Average in 1 minute, 31 seconds
CHAMBERSBURG, Pa. – Magnolias of Chambersburg’s prompt handling of callbell requests earned it an IntegraCare Gold Level Award during the first quarter of 2024. The Chambersburg team took the Gold Level honors in consecutive quarters.
When a resident needs assistance, whether it’s for routine help or an emergency, they can push a pendant they carry on them. During the quarter, Magnolias of Chambersburg team members responded in person to each call in an average 1 minute, 31 seconds.
“When a resident moves into one of our communities, we make a core promise,” said Larry Rouvelas, Chief Executive Officer of Pennsylvania-based IntegraCare, which operates Magnolias of Chambersburg. “Yes, we’ll offer an enjoyable quality-of-life. And, when you need help, we’ll be there for you.”
Kristine Wenrick, Executive Operations Officer at Magnolias of Chambersburg, praised her team’s consistent responses to callbell requests and attributed the back-to-back Gold Level Awards to team members’ unwavering dedication to enhancing residents’ lives.
Magnolias of Chambersburg shaved off 5 seconds from its Gold Level Award response time of 1 minute, 36 seconds in the fourth quarter of 2023.
“It’s humbling that our team received such a prestigious honor two straight quarters, but I’m also not surprised,” Wenrick said. “In the past, I’ve said that answering quickly and reliably has always been the expectation and the standard at Chambersburg. We are so excited that our response time is now measurable, tracked and available for daily review.
“When a resident presses the callbell, that means they need you,” she said. “Team members are trained to know prompt responses are necessary as the resident could be in a vulnerable state or experiencing an emergency. The callbell is their lifeline to us and to assistance when they need it most.”
Callbells aren’t just about emergencies. The system addresses a wide range of the residents’ daily needs, such as dressing, moving from place-to-place or even getting a glass of water.
The community wants its families to know every day its callbell response performance. So it posts on its website a daily update: Yesterday’s Callbell Response Times.
“Families should have peace-of-mind that, when their loved one needs help, we’re there quickly and reliably,” Rouvelas said.
For more information, contact Alyssa Kisner, Community Relations Director, Magnolias of Chambersburg, at akisner@integracare.com or 717.264.6000.