Residents’ Calls Answered on Average in 2 Minutes, 12 Seconds
GREENSBURG, Pa. – Newhaven Court at Lindwood 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, Newhaven Court at Lindwood’s team responded in person to each call in an average of 2 minutes, 12 seconds to attain Gold Level status and improve on its Silver Level achievement in the first quarter this 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.”
Newhaven Court at Lindwood Executive Operations Officer Lori Grant commended her team for receiving the Gold Level Award. The results, however, did not surprise Grant.
“Our dedicated and highly-engaged Wellness team continues to improve the lives of our residents and ease the minds of their family members,” Grant said. “When our team earned the Silver Level honor last quarter, we worked to improve on our callbell response times. Now, our team will work hard to maintain this Gold Level standard while answering our residents’ callbells quickly and reliably.”
IntegraCare-operated senior living communities’ efficient callbell systems handle more than potential crisis situations. The callbell also is the residents’ connection to the team for assistance 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. “Newhaven Court at Lindwood provides that peace of mind every day.”
For more information, contact Sara Bates, Newhaven Court at Lindwood, at sbates@integracare.com or 724.853.2505.