Residents’ Calls Answered on Average in 1 Minute, 54 Seconds
EXTON, Pa. – Exton Senior Living earned IntegraCare’s Gold Level Award for its prompt handling of residents’ callbell requests during the second quarter in 2024.
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, Exton Senior Living’s team responded in person to each call in an average 1 minute, 54 seconds to attain Gold Level status and improve on its Silver Level achievement during the first quarter of the year.
“Why is this so important? When a resident moves into assisted living or personal care, we make a core promise,” said Larry Rouvelas, CEO of IntegraCare. “Yes, we’ll offer an enjoyable quality of life, and when you need help, we’ll be there for you. Few things deliver on that promise more vividly than, when a resident pushes a call button for help, that we respond quickly and reliably. It’s about resident safety. And it’s about resident respect.”
Answering residents’ callbell requests is a responsibility his team takes great pride and satisfaction in, according to Casey Counseller, Executive Operations Officer at Exton Senior Living.
“Our residents are like a part of our own family,” Counseller said. “When they are in need, we want to quickly and reliably answer the call. Earning a Silver Award during the first quarter was an accomplishment we took pride in. It also motivated our team to work even harder, and this Gold Award is the result of those efforts.”
IntegraCare-operated senior living communities’ efficient callbell systems handle more than potential crisis situations. They’re also the residents’ connection to the team for help with more routine needs.
“Callbells aren’t just about emergencies,” Rouvelas said. “They are for a wide variety of daily needs ranging from dressing, moving from place to place, or even getting a glass of water. We encourage our residents to ring the callbell when they need us.”
The community wants its families to know 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. “Exton Senior Living provides that peace of mind every day.”
For more information, contact Joleene Kinneman, Exton Senior Living, jkinneman@integracare.com or 610.594.0200.