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Healthy Aging

Two Riverside facilities serving older adults recognized for high resident and patient satisfaction

September 21, 2015

Residents and patients at two Riverside facilities serving older adults were among the happiest in the nation when it came to rating their facilities.

Patriots Colony at Williamsburg and Riverside Rehabilitation Center at Hampton have both received the Excellence in Action award from My InnerView by National Research Corporation. The designation recognizes long-term care and senior living organizations that achieve the highest levels of satisfaction, as demonstrated by scores in the top 10 percent of the My InnerView product database, the largest in the nation.

The two facilities were among only four in Virginia to earn the designation.

Leaders at both sites credited staff for the achievement. The Riverside Rehabilitation Center team has taken to heart the Riverside Care Difference, our commitment to deliver safety, healing, kindness and respect. “You have to live the message,” Administrator Bill Jolly said. “We preach the components of it – but it’s how our team translates those components into an attitude, and how they communicate those things to patients and families.”

Recently a nurse stayed several hours past the end of her shift to comfort a new patient whose family had not yet arrived, Jolly said. It’s just one example of his team’s commitment to helping patients deal with the anxiety they can face as they enter a new chapter in their lives. “They’re unsure what’s going to happen to them. It’s our job to alleviate anxiety and make them comfortable. It really encourages people that come to us for care to stay within Riverside.”

Riverside Rehabilitation Center is a 130-bed facility offering short-term rehabilitation, Hospice and long-term nursing care.

Patriots Colony, a continuing care retirement community, was rated by independent living residents. A full slate of activities, great food and strong relationships have contributed to the high satisfaction level, according to Executive Director Mike Rowe. “Employees have taken the time over the years to get to know the residents. There’s more of a relationship there,” he said.

Services at Patriots Colony also include assisted living, a memory support unit and rehabilitation and nursing care.

The Excellence in Action award is unique in that it considers the patient or resident perspective, according to Jason Stevens, senior vice president of business development at National Research. “It's an award that defines what it means for providers to provide the right kind of care – patient-centered care.”

The designation is based on survey results from 2014 for National Research clients who use My InnerView products. Winners must score in the top 10 percent on the question, “What is your recommendation of this facility to others?”