Heart of America Hospice 2021 Customer Experience Award


Heart of America Hospice Receives 2021 Customer Experience Award from Pinnacle Quality Insight
RUGBY, NORTH DAKOTA. June 8, 2021 – Heart of America Hospice, a Rugby, ND – based provider of hospice, is proud to announce that they are the recipient of Pinnacle Quality Insight’s 2021 Customer Experience AwardTM. Qualifying for the award in the category of customer service for the areas of patient and family ratings of Hospice care received, willingness to recommend, Hospice team communication and getting care for symptoms. Heart of America Hospice displays a continued dedication to providing Best in Class senior healthcare services.
Becky Hershey, director of Heart of America Hospice describes receiving this award as an honor, stating,  “I am so proud of our excellent Hospice team!  Dr. Hoff is very involved in directing our team and patient care.  Our nurses Mary Kay Miller, Sandi Heilman and Donna Sager are loved by patients and their families and daily go above and beyond to make sure everything possible is done for their patients, night or day.  Shelley Block coordinates all our volunteers to assist families in multiple ways that truly help them through this difficult time.  Pastor Gary Dorn, the hospice chaplain give the spiritual care needed at the end of life and Shannon Amyotte our social worker helps with the emotional ups and downs, the anticipatory grief and she coordinates all the services necessary to support the family and their loved one.  This team is the reason we received this award!”
Throughout its history of serving the community for nearly 30 years, Heart of America Hospice has placed a strong emphasis on ensuring that the individual needs of every patient are met. Over the course of 2020, a sampling of Heart of America Hospice’s patients and their families have participated in monthly telephone interviews that include open-ended questions, as well the opportunity to rate Heart of America Hospice in specific categories.
Every month, Heart of America Hospice has gathered its real-time survey results to gain a better understanding of the patient’s needs and make improvements when necessary. 
By qualifying for the Pinnacle Customer Experience Award, Heart of America Hospice 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 patient’s experience.
About Pinnacle Quality Insight
A customer satisfaction measurement firm with 25 years of experience in post-acute healthcare, Pinnacle conducts over 150,000 phone surveys each year and works with more than 2,500 care providers in all 50 US states, Canada and Puerto Rico.