QUEENSTOWN, Maryland – Queenstown Landing earned IntegraCare’s Silver Level Award for its prompt handling of residents’ callbell requests during the first quarter of 2025.
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, the Queenstown Landing team responded in person to each call in an average of 2 minutes, 36 seconds to attain Silver Level status for a sixth consecutive quarter.
“Callbell systems play a vital role in supporting our residents’ daily lives,” said Larry Rouvelas, CEO of IntegraCare, which operates Queenstown Landing. “They’re not only for urgent or crisis situations. They also help with everyday needs like assistance with dressing, mobility, or simply getting a drink of water. We want our residents to feel comfortable using their callbell whenever support is needed.”
The team at Queenstown Landing has attained Silver Level callbell response times in three of the last four quarters.
“In our communities, team members respond quickly and consistently when residents call for help,” Rouvelas said. “This reflects our commitment to safety, responsiveness, and respect. A fast, caring response when someone presses that button is one of the clearest ways we show residents they’re valued — and never alone.”
To win Gold, a community needs an Average Response Time under 3 minutes and a Success Rate (calls answered in under 10 minutes) above 95%. To win Silver, a community needs Average Response Time under 4 minutes and Success Rate above 90%.
“When our team responds quickly and reliably to the callbell, it shows respect to the senior resident and it provides peace-of-mind to their family members,” Rouvelas said.
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 Kathy Stanfield, Community Relations Director, at kstanfield@integracare.com or call 410.304.2005.