Senior Living Community Produced 2-Minute, 24-seconds Response Time in 4th Quarter
BEDFORD, Pa. – For a third straight quarter, Colonial Courtyard at Bedford earned IntegraCare’s Gold Level Award for its prompt handling of senior living residents’ callbell requests.
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 fourth quarter, Colonial Courtyard at Bedford’s team responded in person to each call in an average of 2 minutes, 24 seconds to attain Gold Level status.
“When a resident presses the callbell, it’s a moment of connection,” said Larry Rouvelas, CEO of IntegraCare, which operates Colonial Courtyard at Bedford. “It tells us someone needs support, comfort or simply a helping hand. Our responsibility is to respond promptly and compassionately, because consistent, caring responses are what make residents feel secure and truly supported every day.”
The Bedford senior living community also maintained a 97% success rate in answering callbell requests during the quarter.
“A callbell is a simple way for residents to let us know they need something, and our job is to be there without hesitation,” Rouvelas said. “That steady, dependable response builds confidence for residents and reassurance for families, and it’s a daily reflection of the care we’re committed to providing.”
To reach the Gold Level, an IntegraCare community needs an Average Response Time under 3 minutes and a Success Rate (calls answered in under 10 minutes) above 95%. To attain Silver, a community needs an Average Response Time under 4 minutes and a Success Rate above 90%. IntegraCare operates 17 senior living communities in three states.
“How our team responds to a callbell says a lot about who we are,” Rouvelas said. “Timely, attentive responses are part of our operations. They’re also part of our culture. Every interaction is an opportunity to show respect, maintain safety, and reinforce the trust residents place in us.”
The community wants its families to know its callbell response performance. It posts on its website a daily update: Yesterday’s Callbell Response Times
For more information, contact Heidi Koontz, Community Relations Director, Colonial Courtyard at Bedford, at [email protected] or call 814.624.0100.
