Nazareth Home Receives 2024 Customer Experience Award from Pinnacle Quality Insight

Nazareth Home Receives 2024 Customer Experience Award from Pinnacle Quality Insight


According to AARP, the Nazareth Home has once again earned a 2024 Customer Experience Award from Pinnacle Quality Insight. This award recognized both the Highlands and Clifton Campuses. 

Nazareth Home started contracting with Pinnacle Quality to conduct customer satisfaction surveys in 2020 and has received this award every year since 2021.

The customer satisfaction report developed by Pinnacle Quality Insight is designed to measure resident satisfaction in terms of quality of care and quality of life. Nazareth Home scored within the top 15 percent of the nation across a 12-month average. Out of 2,700 care providers and 50,000 customer interviews, only those facilities that scored in the 85th percentile or higher received an award. This achievement shows our commitment to delivering exceptional care and services to the elders and patients of Nazareth Home, as well as their family members.

“We participate in customer satisfaction surveys through Pinnacle as a way to hold ourselves accountable, so we always remain focused on delivering a great experience,” said Mary Haynes, president/CEO of Nazareth Home. “This process also ensures that, when needed, our team knows where and how to make improvements to maintain a high level of quality and professionalism.”

A sampling of Nazareth Home elders and family members participated in monthly telephone interviews that included open-ended questions as well as rating Nazareth Home in specific categories. Nazareth Home aggregates these surveys on a monthly basis to gain a better understanding of resident experiences and family member perceptions, then addresses areas that may require attention.

For this year (2024), Nazareth Home was recognized in the following areas/categories:

  • Activities
  • Communication from Facility
  • Dignity and Respect
  • Dining Service
  • Individual Needs
  • Nursing Care
  • Overall Customer Experience
  • Overall Satisfaction
  • Professional Therapy Services
  • Recommend to Others
  • Response to Problems
  • Safety and Security

Here’s what a few family members had to say about Nazareth Home in customer satisfaction interviews conducted in 2023:

“It’s truly a home environment with people who care. It’s a wonderful experience for the one who lives there.” – Judy T.

“I appreciate that they have fulfilled their promises on what they said they would do, and the staff are good.” – Aaron A.

“We’ve had a good experience there. We would go back if ever needed. It was certainly a positive experience, and we would recommend it.” – James T.

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