Rolla Presbyterian Manor
JUNE 2020
Don’t be robbed of living for God By Allen Teal, chaplain
The thief comes only to steal and kill and destroy; I have come that they may have life, and have it to the full. —John 10:10, NIV Michele Harris
Michele Harris joins our staff as a human resource generalist Michele Harris found her fit when she discovered the field of human resources. “When I had the opportunity to go into HR, I really enjoyed the interactions with the employees,” Michelle said. “It’s something I have really grown passionate about. I want to be an advocate for staff and help them enjoy their day-to-day work lives.” Michelle joined the staff of Rolla Presbyterian Manor in April as a human resources generalist. Before transitioning into an HR role at Kindred Care, a home care provider, Michele worked as a staffing coordinator. Prior to that, she was in sales for Lincare. HARRIS - continued on page 3
In life, sometimes the possibility of death surrounds us. I grew up in the Vietnam War era. I still think about Dan Rather reporting from Southeast Asia every evening with the day’s casualty and death count. Shadows of an impending draft notice were my constant companions. I remember watching the sky in the days after 9/11 and feeling relieved that no planes were flying overhead. With COVID-19 lurking as I move among my neighbors and strangers while getting my necessities, I labor not to view each one as a viral threat to my existence. How do we find hope in the face of death? CHAPLAIN - continued on page 4
Rolla Presbyterian Manor | A PMMA COMMUNITY
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Satisfaction surveys by Pinnacle Quality Insight As part of Rolla Presbyterian Manor’s ongoing customer service initiative, residents and their representatives are randomly selected to participate in telephone satisfaction surveys conducted by Pinnacle Quality Insight. Here’s a sampling of what some had to say: “What’s most important to me is that [my loved one] is happy and looked after. They treat [my loved one] like family. It’s their home.” The graphic highlights some of the survey results. All scores are given on a 5-point scale, with 5 being the highest score and 1 the lowest score. Between March 2019 and February 2020, Rolla Presbyterian Manor residents and their families gave the community high scores in
Source: Pinnacle Quality Insight (12 month ave. Mar. 2019 - Feb. 2020)
5 4
4.72
5.00
4.77
4.71
Cleanliness
Recommend to Others
3 2 1
Activities ASSISTED LIVING
Dignity & Respect
HEALTH CARE
INDEPENDENT LIVING
activities, showing residents dignity and respect, and cleanliness. In addition, residents and families also reported a high willingness to recommend the community to others. We greatly value the opinions of our
HEALTH CARE
residents and their representatives about the care and services we provide, and we encourage them to participate honestly when contacted by Pinnacle Quality Insight. All state and federal confidentiality laws are met in Pinnacle’s service. ◆
COVID-19 updates continue
As the COVID-19 pandemic continues, you can count on regular communication from your PMMA community and PMMA leadership. PMMA’s President and CEO Bruce Shogren’s latest letter to residents and families are posted to your community website, RollaPresbyterianManor.org/covid-19. Get the latest information about visitation and restrictions on deliveries and learn more about PMMA’s infection control efforts to contain COVID-19 across the PMMA system. ◆
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ROLLA Presbyterian Manor
573-364-7336 ◆ Fax: 573-364-7495 1200 Homelife Plaza Rolla, MO 65401-2595 RollaPresbyterianManor.org
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COMMUNITY MATTERS | June 2020
Community Matters
is published monthly for residents and friends of Rolla Presbyterian Manor by Presbyterian Manors of Mid-America, Inc., a not-for-profit 501(c)(3) organization.
To submit or suggest articles: lfreeland@PMMA.org Ann Caudill, executive director Joelle Freeland, marketing director
OUR MISSION: To provide quality senior services guided by Christian values.
Rolla Presbyterian Manor receives 2020 Customer Experience Award from Pinnacle Quality Insight Rolla Presbyterian Manor is proud to announce that they are the recipient of Pinnacle Quality Insight’s 2020 Customer Experience Award™.
The Customer Experience Award is given to senior living communities that score in the top 15-percent of the nation in resident satisfaction surveys conducted by Pinnacle Quality Insight for 12 consecutive months. Rolla Presbyterian Manor received the award for assisted living and skilled nursing. Pinnacle Quality Insight, a customer satisfaction measurement firm with more than 24 years of experience in post-acute healthcare, conducts more than 150,000 phone surveys each year and works with more than 2,500 care providers in all 50 states, Canada and Puerto Rico. Over the course of 2019, a sampling
HARRIS - continued from page 1
Though all employees have difficult moments, as an HR professional, Michele believes work “shouldn’t be more difficult than it needs to be.” It was hard to leave a job she really enjoyed, but Michele said she felt that working at Presbyterian Manor was an opportunity she couldn’t turn down. “I am so, so glad I made the decision,” she said. “I am overwhelmed with the positive welcome from management and the team members. And everyone has been kind and patient to the new girl.”
of Presbyterian Manor’s residents and their families participated in monthly telephone interviews that include open-ended questions, as well the opportunity to rate Presbyterian Manor in specific categories.
“The Customer Experience Award affirms our staff ’s dedication to our mission – to provide quality senior services guided by Christian values,” said Ann Caudill, executive director. “This award reflects our residents’ satisfaction with our efforts to live out our mission.” Rolla Presbyterian Manor scored in the top 15-percent with best in class ratings, in overall satisfaction, personal care and activities in assisted living. The community received best-in-class ratings in overall satisfaction, cleanliness, laundry service, dignity and respect
A Rolla native, Michele has been married to her husband Brad for 33 years. They have a 21-year-old son, Zachary. The family loves the outdoors and spends lots of time together camping and fishing. Michele never planned to have a career in home care, but “once I got into it, I didn’t want to leave it,” she said. Her career has helped Michele better care for her parents. Her father was ill for many years and received care in his home before he passed. “My work with Lincare helped me to understand his disease and be able to
and willingness to recommend to others for skilled nursing surveys. Through Pinnacle Quality Insight’s monthly phone surveys, Rolla Presbyterian Manor has gathered real-time survey results to gain a better understanding of the residents’ needs and make improvements when necessary, continuing a 46-year emphasis on ensuring the individual needs of every resident are met. ◆
help him with treatment,” Michele said. Michele’s mother lives with her, a situation that aligned with the services offered by Kindred Care. Michele said working at Presbyterian Manor has comforted her, because she knows her mother will receive quality and compassionate care if she needs it. “Now that I’m here, I feel so good about the type of care that the residents are getting here,” she said. “Everything I’ve been through in my career has run parallel to my own life. Everything I’ve learned in these fields, I’ve applied in my own life.” ◆
Rolla Presbyterian Manor | A PMMA COMMUNITY
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ROLLA Presbyterian Manor
1200 Homelife Plaza Rolla, MO 65401-2595 RETURN SERVICE REQUESTED
Our Mission: to provide quality senior services guided by Christian values Like us on Facebook to stay updated on news and events.
CHAPLAIN - continued from page 1
Choose not to surrender to fear. “Do not go gentle into that good night.” The poet Dylan Thomas penned these words when his father was dying. While death might be inevitable for each of us, we do not have to lie down and wait for it to arrive. Fear can rob us of meaningful living. Determine that you will live the best life possible in the midst of every circumstance. Realize that death always waits nearby.
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COMMUNITY MATTERS | June 2020
I have had friends and family die from gunshots, falls, car wrecks, and a myriad of other ways. Staying as safe as possible requires precautions. Once you have taken due care, the time comes to live your life. Very few people drive the car at the slowest speed possible because others have died in accidents. Being a prudent driver does not mean leaving the car in “park.” Living safely doesn’t mean that you must live in a bubble. Trust God to protect you. He sent his son to give you a full life. Begin each day by spending
a few minutes in God’s presence, asking him for provision, power, and protection. Three scriptures highlight these requests: 1. Provision: “And my God will meet all your needs according to the riches of his glory in Christ Jesus.” — Philippians 4:19, NIV 2. Power: “For the Spirit God gave us does not make us timid, but gives us power, love and self-discipline.” —2 Timothy 1:7, NIV 3. Protection: “For he will command his angels concerning you to guard you in all your ways.”—Psalm 91:11, NIV ◆