Manor of the Plains
JUNE 2020
Manor of the Plains receives 2020 Customer Experience Award from Pinnacle Quality Insight Manor of the Plains is proud to announce that they are the recipient of Pinnacle Quality Insight’s 2020 Customer Experience Award™. Resident Rolland Werner was elected Mayor of Dodge City in 2002.
Rolland Werner reflects on a life that has been well-lived For the people of Dodge City, Rolland Werner may still affectionately be known as “The Mayor,” but it’s a title that only partially describes the man who has become a friend and neighbor to many at Manor of the Plains. Born on a ranch in Scott City, Rolland moved with his family to Dodge City when he was 10 years old. Upon graduation from high school, Rolland went to Wichita for nursing training, however, those plans quickly changed due to one test. “I was admitted to nursing school in Wichita, but after a month, they gave
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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. Manor of the Plains received the award for independent living, skilled nursing and PATH® (Post-Acute to Home) short-term rehabilitation. Pinnacle Quality Insight, a customer satisfaction measurement firm with more than 24 years of experience in post-acute health care, conducts more than 150,000 AWARD - continued on page 4
Manor of the Plains | A PMMA COMMUNITY
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WERNER – continued from page 1 me an aptitude test and said my aptitude was actually in business and numbers, not medicine,” said Rolland. The school released him from the program, so Rolland decided to enlist in the army, where he worked on the Inspector General team— eventually climbing the ranks to become sergeant major. Between active duty and the reserves, Rolland would go on to spend 13 years in the military, two of which were spent stationed in Alaska. “I totally enjoyed the service life and often wondered why I didn’t stay,” said Rolland. After the service, Rolland went to junior college and eventually transferred to Fort Hays State, where he took up a new course of study. “I was always a whiz at numbers, so I ended up getting a business
degree with a major in accounting,” said Rolland. A newly minted college graduate at the age of 32, Rolland went on to work as a CPA in Hutchinson before returning to Dodge City where he would work in a feed yard for the next 25 years—eventually going on to work for himself running cattle. It was during this time that Rolland ventured into the world of local politics and was elected mayor of Dodge City in 2002.
was born with situs inversus, a condition in which a person’s major organs are reversed—or mirrored—from their natural positions. Originally only given a few months to live, Kathleen grew up and eventually got a heart and lung transplant at the age of 18, a feat Rolland attributes primarily to his wife. “God was right when he gave her that mother because she took good care of her,” said Rolland.
“I just served one term,” said Rolland. “That was enough for me.”
Kathleen went on to live another 21 years, giving Rolland and Betty the chance to see her receive a doctorate in pharmacy from Creighton University.
While Rolland may not have found political life particularly satisfying, his personal life was.
“That was one of the highlights of my life,” said Rolland. “It was a real Godsend.”
Alongside his wife, Betty, Rolland raised two daughters—Ann and Kathleen.
Looking back, Rolland realizes that it was really just one of many highlights in the life of a man who has lived a truly full life.
But his stay was short lived.
Ann obtained her law degree and is now an assistant district attorney for Johnson County. Kathleen
“I’ve had lots of good times in my lifetime,” said Rolland. ◆
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MANOR PLAINS of the
A PMMA COMMUNITY
620-225-1928 ◆ Fax: 620-225-3982 200 Campus Dr. Dodge City, KS 67801-2760 ManorOfThePlains.org
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COMMUNITY MATTERS | June 2020
Community Matters
is published monthly for residents and friends of Manor of the Plains by Presbyterian Manors of Mid-America, Inc., a not-for-profit 501(c)(3) organization.
To submit or suggest articles: jvanhook@PMMA.org John Van Hook, executive director
OUR MISSION: To provide quality senior services guided by Christian values.
Source: Pinnacle Quality Insight (12 month ave. Mar. 2019 - Feb. 2020)
5 4
4.75
4.82
5.00
Cleanliness
Dignity & Respect
Professional Therapy
4.75
3 2 1
INDEPENDENT LIVING
ASSISTED LIVING
PATH
Recommend to Others HEALTH CARE
Satisfaction surveys by Pinnacle Quality Insight As part of Manor of the Plains’ ongoing customer service initiative, residents and their representatives are randomly selected to participate in telephone satisfaction surveys conducted by Pinnacle Quality Insight. Here’s just a sampling of what some shared: “I appreciate the staff from the housekeeping to nursing to administration to the kitchen, just all of them. They all did an
awesome job. It is a very clean facility. It is bright. The staff is knowledgeable, courteous and kind.” 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, Manor of the Plains residents and their families gave the community high scores in cleanliness, showing residents dignity and respect, and
professional therapy services. In addition, residents and families also reported a high willingness to recommend the community to others. We greatly value the opinions of our 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, ManorOfThePlains.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. ◆
Manor of the Plains | A PMMA COMMUNITY
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MANOR PLAINS of the
A PMMA COMMUNITY
200 Campus Dr. Dodge City, KS 67801-2760 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.
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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 of Manor of the Plains’ residents and their families participated in monthly telephone interviews that include open-ended questions, as well the opportunity to rate Manor of the Plains in specific categories. “The Customer Experience Award reflects our staff ’s dedication to our mission – to provide quality senior services guided by Christian values,” said John Van Hook, executive director. “It is a
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COMMUNITY MATTERS | June 2020
tremendous compliment that our residents rate us so highly for those efforts.” Manor of the Plains scored in the top 15-percent for independent living residents’ willingness to recommend the community to others. Skilled nursing residents and families gave the community high marks in overall satisfaction, willingness to recommend to others, overall customer experience, nursing care, dining services, quality of food, meeting individual needs, laundry service, communication, response to problems, dignity and respect, and professional therapy services. PATH patients also gave the
community high marks in overall satisfaction, willingness to recommend to others and overall customer experience as well as nursing care, cleanliness, meeting individual needs, laundry service, communication, activities, professional therapy services, admission process and safety and security. Through Pinnacle Quality Insight’s monthly phone surveys, Manor of the Plains has gathered realtime survey results to gain a better understanding of the residents’ needs and make improvements when necessary, continuing a 30-year emphasis on ensuring the individual needs of every resident are met. ◆