Exton Senior Living earned IntegraCare’s Silver Level Award for callbell response time in the first quarter in 2024. IntegraCare CEO Larry Rouvelas recently presented the award to the Exton team.
Residents’ Calls Answered on Average in 2 Minutes, 39 Seconds
EXTON Pa. – Exton Senior Living’s prompt handling of callbell requests earned it an IntegraCare Silver Level Award during the first quarter of 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 2 minutes, 39 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 Exton Senior Living. “Yes, we’ll offer an enjoyable quality-of-life. And, when you need help, we’ll be there for you.”
Casey Counseller, Executive Operations Officer at Exton Senior Living, attributed the Silver Level Award to his team’s ability to work together toward a common goal of improving the lives of residents.
“I couldn’t be more proud or excited of my team at Exton Senior Living,” Counseller said. “Everyone pulled together to make a remarkable, sustainable improvement in response times and their consistency. At this level, I know our competition in the region isn’t even close to our performance or focused on the same metrics that we take so much pride in accomplishing.”
“At the end of the day,” he said, “it’s all about the care, safety and peace of mind for our residents and their families.”
Resident Wellness Director Leslie Simon recalled experiences as a child who visited relatives in senior living communities. Those memories still influence her commitment to helping the residents at Exton Senior Living.
“When I was a young girl visiting my grandparents at their respective nursing homes, I watched as people waited, crying out, ‘Help me,’ and it terrified me,” Simon said. “I vowed 29 years ago when I started working in healthcare that I would never let people wait or suffer. Waiting for someone to help makes 5 minutes feel like an hour. So, it is important to me and my team to make residents feel safe and trust that when they need help, someone answers.”
The callbell system isn’t only about emergencies. The Exton Senior Living team responds to 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.
“A senior living community should be beautiful, yes. But more importantly, when you need help it should be there for you, quickly and reliably,” Rouvelas said. “The residents at Exton Senior Living get that every day. When they ring, a caregiver typically arrives in-person in less time than a television commercial break lasts.”
“Great care is built upon a capable team and strong systems. Exton Senior Living has both,” Rouvelas added.
For more information, contact Leslie Simon, Resident Wellness Director, Exton Senior Living, at lsimon@integracare.com or 610.594.0200.