Oakwood Village Receives 2017 Customer Experience Award from Pinnacle Quality Insight

Oakwood Village has been named a recipient of Pinnacle Quality Insight’s 2017 Customer Experience AwardTM. Qualifying for the award in eight separate categories, Oakwood displays a continued dedication to providing Best in Class senior healthcare services.

The award is bestowed on care providers who have achieved best-in-class customer satisfaction standards within their peer group. Oakwood, located at 1500 Village Road in Springfield, was honored in the following categories:

  • Overall satisfaction
  • Nursing care
  • Dining service
  • Cleanliness
  • Professional therapy services
  • Admission process
  • Safety and security
  • Combined average.

“We know from daily interactions with our residents and family members how they feel about the care and services at Oakwood Village,” said Administrator Jamie Houseman. “But it’s gratifying for residents and staff to see this validation of our quality in so many categories.”

Since its opening in 1987, Oakwood Village has placed a strong emphasis on ensuring that the individual needs of every resident are met. Over the course of 2016, a sampling of Oakwood’s residents and their families have participated in monthly telephone interviews that include open-ended questions, as well the opportunity to rate Oakwood in specific categories.

Every month, Oakwood Village has gathered its real-time survey results in order to gain a better understanding of the residents’ needs and make improvements when necessary. 

By qualifying for the Pinnacle Customer Experience Award, Oakwood has satisfied the rigorous demand of scoring in the top 15% of the nation across a 12-month average. Clients have the opportunity to achieve this Best in Class distinction on a monthly basis in many categories designed to accurately reflect each resident’s experience.

About Pinnacle Quality Insight

A customer satisfaction measurement firm with 20 years of experience in post-acute healthcare, Pinnacle conducts over 150,000 phone surveys each year and works with more than 2,300 care providers in all 50 US states, Canada and Puerto Rico.

About Oakwood Village

Situated on over 72 beautifully landscaped acres in Springfield, Oakwood Village offers gracious, affordable retirement and senior living. While the campus promotes a variety of independent living options, Oakwood Village also includes nursing care and assisted living communities on site. Oakwood is part of Mercy Health, the largest health system in Ohio and fourth largest employer in the state. Mercy Health makes healthcare easier to help you in mind, body and spirit. To learn more visit mercy.com.