Wednesday, July 17, 2019

We Have A New Blog!

We're pleased to announce our new blog!

Check it out on our newly redesigned website.

Friday, June 28, 2019

Communication & Dignity

My aunt has a rare condition that has left her with many physical disabilities, including making it very difficult for her to communicate. Throughout the years, caregivers have struggled to understand what she is saying. Only the most patient people are willing to sit and listen to her repeat portions of a phrase until she is able to get the rest of her thought out. Even after hearing the whole phrase, it can still be difficult to interpret what she has said. As caregivers spend more time with her, those who are willing to put in effort to listen to her become good at understanding what she is trying to communicate. However, in many cases, caregivers feel they don't have enough time to sit and listen.

About a year ago, a group of students reached out to the care facility where my aunt lived to see if they could do a student project to help a patient who struggled to communicate. They worked closely with my aunt and family to learn about her struggles and what would help her. In return, they created an app for a tablet that they attached to her wheelchair. Now when my aunt needs something, she can press a button that says the words that she is trying to communicate, such as "I would like to have my teeth brushed," "I need to use the bathroom," "I would like to eat pasta," and so on.

While providing a tablet with an app on it for all those who struggle to communication may not be an option, it is possible to find ways to improve communication so people can still make decisions for themselves. For instance, having pictures or words people can point to, asking yes or no questions, encouraging hand gestures such as thumbs up or thumbs down, and watching for body language queues are all ways to provide people with opportunities to express their needs and desires.

Here are some tips from the United Kingdom's Stroke Association that can also be used when communicating with others:
  • Keep your sentences short and simple. Ask one question at a time.
  • Say when you don't understand. Don't worry if you make a mistake in understanding. Keep trying.
  • Talk about one topic at a time.
  • Use whatever you can to help with communication: point to things, make gestures, write, draw, hum, or sing.
  • Talk naturally about things you are both interested in.
  • Listen.
  • Try not to interrupt.
  • Allow silences.
  • Ask questions.
  • Check to make sure you have understood. Don't pretend you understand if you don't.
By allowing people to communicate their thoughts, needs, and wants, it gives individuals a greater sense of their dignity in care.

Tuesday, May 21, 2019

Lunch with Angell, CAHPS Q&A Session

Download Additional Materials:


Hear and ask questions about how to increase your response rates, how to improve your scores, and more.

What you'll learn:

  • How to increase your response rates
  • How to improve your scores
  • And more

Q&A leader

Angell Hanson
Account Manager, Pinnacle Quality Insight


CAHPS, Home Health, Hospice

Tuesday, April 16, 2019

On-Demand Webinar, Simplification: The Secret to Boosting Customer Satisfaction Rates


Simplification: The Secret to Boosting Customer Satisfaction Rates

AUDIENCE: Skilled Nursing Facilities (SNF), Assisted Living (AL), Independent Living (IL), Customer Satisfaction

Using a proprietary algorithm, Pinnacle has identified which questions from the Pinnacle customer satisfaction survey most strongly correlate with the, "How likely are you to recommend others to this location," question. Based on the feedback from your surveys, Pinnacle determines which of the five key drivers, or areas of focus, your location should direct its efforts toward. This webinar will teach you how to harness the power of knowing your focus area to make the most impact in your facility.

What you’ll learn:

  • What is a focus area
  • How to find your focus area
  • What to do with your focus area
  • Why you should involve your staff in your focus area efforts


Chris Magleby
CEO, Pinnacle Quality Insight