Salina Presbyterian Manor
JUNE 2020
Salina Presbyterian Manor receives 2020 Customer Experience Award from Pinnacle Quality Insight Christian J. Gilbert, new executive director.
Gilbert named executive director at Salina Presbyterian Manor Christian J. Gilbert has been appointed as the new executive director of Salina Presbyterian Manor. He served as executive director at Clay Center Presbyterian Manor since April 2017. “Currently, I oversee the daily operations at Clay Center Presbyterian Manor including census development, optimizing resident care, adhering to state and federal compliance, ensuring profitability, and managing positive employee relations,” Christian said. “I look forward to the challenge of directing a larger senior living community at Salina GILBERT - continued on page 2
Salina 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. Salina Presbyterian Manor received the award for independent living, assisted living and skilled nursing. Pinnacle Quality Insight, a AWARD - continued on page 2
Salina Presbyterian Manor | A PMMA COMMUNITY
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Presbyterian Manor and getting involved in the Salina community.” Christian has served in a variety of capacities at several senior living communities. He started his career in planning and executing activities for residents before becoming a certified nurse aide. From there, he entered the Administrator-inTraining Program in the Overland Park area, and has served as an assistant administrator and administrator for a Colorado-based senior living community system. “Christian has served in nearly
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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 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.
every area of senior living and brings a broad scope of experience to Salina Presbyterian Manor,” said Bill Taylor, PMMA’s chief operating officer. “He’s received several awards for his effective leadership in health care, and we look forward to seeing his ideas in action at Salina Presbyterian Manor.” Christian graduated from Washburn University with a bachelor’s in history and a minor in gender studies. He earned his master’s in health care administration from the University of Cincinnati in 2018. He has received several awards during his
“The Customer Experience Award affirms our staff ’s dedication to our mission to provide quality senior services guided by Christian values,” said Desi Flerlage, executive director. “This award reflects our residents’ satisfaction with our efforts to live out our mission.” Salina Presbyterian Manor scored in the top-15 percent in overall satisfaction, activities, meeting transportation needs and safety and security on independent living surveys. Assisted living residents ranked the community in the top 15-percent in variety of food and menu
career, including Commitment to Quality Bronze Award in 2016 from the American Health Care Association, Highest Customer Satisfaction in 2015 from Frontline Management, and Best in Class 2019 from Pinnacle Quality Insight at Clay Center Presbyterian Manor. He participated in LeadingAge Kansas’ 2019 Center for Leadership. PMMA has 16 senior living communities and two hospices in Kansas and Missouri and a new senior living community under development in Colorado Springs. The not-for-profit organization is headquartered in Wichita, Kan. ◆
choices, cleanliness and meeting transportation needs. Skilled nursing residents and family members rated the community high in overall satisfaction, willingness to recommend to others and professional therapy services. Through Pinnacle Quality Insight’s monthly phone surveys, Salina Presbyterian Manor has gathered real-time survey results to gain a better understanding of the residents’ needs and make improvements when necessary, continuing a 40-year emphasis on ensuring the individual needs of every resident are met. ◆
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SALINA Presbyterian Manor 785-825-1366 ◆ Fax: 785-825-6554 2601 E. Crawford Salina, KS 67401-3898 SalinaPresbyterianManor.org
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COMMUNITY MATTERS | June 2020
Community Matters
is published monthly for residents and friends of Salina Presbyterian Manor by Presbyterian Manors of Mid-America, Inc., a not-for-profit 501(c)(3) organization.
To submit or suggest articles: mmccoy@PMMA.org Christian Gilbert, executive director Melissa McCoy, marketing director
OUR MISSION: To provide quality senior services guided by Christian values.
In the space in between, be present and pray for others By Mary Bridges, chaplain
Does anyone remember playing “freeze tag” when you were a child? The person who is “it” chases the other kids to try to tag them. When a player is tagged, they must remain frozen in the same position they were in when tagged. They can only move if another player tags them again. The game continues until all runners have been frozen, and then a new person becomes “it.” In a recent blog post for the Center for Loss & Life Transition, Alan Wolfelt uses the analogy of freeze tag as one way to think of the COVID-19 pandemic. We’ve been told to freeze, and many weeks later, we’re still frozen in place. “Limina is the Latin word for ‘threshold’: the space betwixt and between,” Wolfelt writes. “Significant loss creates this threshold. It forces us through a passageway we don’t want to go through. When we’re in the passageway, it’s dark and we can’t see what life will be like on the other side. Our daily routines and core beliefs have been shaken.” Wolfelt connects the way many of us are feeling to grief. His recommendation is to “relinquish
the illusion that we’re in control of our lives” and learn to be present.
is dark and unknown. For them it was life changing.
It is also important for each of us to remember that although this pandemic is worldwide, everyone is having a slightly different experience.
“It wasn’t wrong to be enjoying the sprinkles or enduring the storm. But please don’t negate the difference. Rest with family, but don’t minimize the hurricane engulfing your neighbor. Laugh, but (also) get on your knees for your friends. Get in someone else’s storm.”— Author unknown
An analogy I read on Facebook says it best: “There is one thing I know. During the past few months, we were all in the same boat, but we were not all in the same storm. For some it was a sprinkling. It was a break. It was a breather. It was a pause in the ‘normal,’ it was time to reconnect with family and slow down. And honestly, it was kind of peaceful. For some it was a storm. It was a bit scary. It was disruptive. It was enough to make you stay up and watch the news and worry. For some it was a hurricane. It tore at the boards and pulled off the roof. And it is washed them out to sea. It
Take time to listen to family and friends as they recount how this pandemic is affecting their lives. Pray for them and for their healing. Today, here at the Presbyterian Manor, the sun is shining, the birds are singing, and the squirrels are playing tag. Even though our “normal” is still frozen, I am going to take a gratitude walk after work today and give thanks for the many blessings in my life while praying for all those still struggling. ◆
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, SalinaPresbyterianManor.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. ◆
Salina Presbyterian Manor | A PMMA COMMUNITY
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SALINA Presbyterian Manor
2601 E. Crawford Salina, KS 67401-3898 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.
Satisfaction surveys by Pinnacle Quality Insight As part of Salina 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 just a sampling of what some shared: “I appreciate the thoughtfulness, courtesy and service that we get. I am happy with it, and I would recommend it to anyone. Taking care of my needs is most important.” 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, Salina Presbyterian Manor residents and their families
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COMMUNITY MATTERS | June 2020
Source: Pinnacle Quality Insight (12 month ave. Mar. 2019 - Feb. 2020)
5 4
4.71
4.75
4.85
4.80
Cleanliness
Dignity & Respect
Safety & Security
Recommend to Others
3 2 1
HEALTH CARE
ASSISTED LIVING
gave the community high scores in safety and security, 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
INDEPENDENT LIVING
PATH
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. ◆